| dc.description.abstract |
E-Samsat application is a program to improve the quality and simplify of the service system by using electronic devices. The vehicle tax arrears is accessed by using e-Samsat application which can only be accessed by the adminstration. The payment of vehicle tax arrears is done manually. To find out the community's satisfaction with the performance of Samsat Medan Selatan officers, questionnaires were given to be filled out by the community and returned directly to officers. To analyze the data, the Importance Performance Analysis method is used. The results of this study concluded that user satisfaction is seen from the results of perception and expectation values using the Importance Performance Analysis method or quadrant analysis. It can be seen that 4 (four) indicator variables used in analyzing customer questionnaires have the highest average, namely trust, user satisfaction, citizen support, Intent to Reuse. The most important indicator is user satisfaction, namely user satisfaction with the performance of the South Medan Samsat officers and the rest there is 1 indicator that comes from the intent to reuse dimension, namely: South Medan Samsat recommendations to others. indicators that need improvement are found in 1 efficiency indicator. This factor becomes the main priority for repairing or improving service quality because in quadrant A there are important factors or factors that are expected by users but the service performance of the South Medan Samsat officers is still not optimal so it is felt that the customer (community) has not been satisfied.
Keywords: Analysis, Application, e-Samsat, Tax, Vehicles, Importance Performance Analysis
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