Analysis of the Effect of Responsiveness and Ease of Access on Word of Mouth with Customer Satisfaction as an Intervening Variable at Samsat Kota Padang
Abstract
Abstract. Based on data from the West Sumatra Regional Revenue Agency (Bapenda) in 2024, the level of compliance of motor vehicle taxpayers in West Sumatra Province is still relatively low, even decreasing from 2022 when the compliance rate was 62% and in 2023 it decreased to 57.67%. Providing satisfaction to taxpayers is a must, taxpayers have great power in determining what they want. Therefore, one of the challenges of tax payment services at Samsat Kota Padang is to create and maintain satisfied and loyal taxpayers. Responsivenessprovided by Samsat Kota Padang, both in direct and online services, is an important factor in influencing taxpayer satisfaction. Slow or unresponsive services can reduce taxpayer satisfaction, which ultimately impacts their decision to pay taxes on time. In addition, ease of access to tax payment services is also an important issue. In the current digitalization era, the use of information and communication technology (ICT) in various aspects of life is growing, including in public services. In addition, the average distance traveled by taxpayers to the Samsat office, which reaches 7.5 kilometers, is also an obstacle in itself. This complicates accessibility, especially for those who live in areas far from the city center. Not only that, the ratio between service officers and the number of taxpayers, which reaches 1:38, indicates limited human resources at the Padang City Samsat, which also contributes to delays and lack of efficiency in the service process. The problems that exist in Samsat Padang City and the research gap of previous studies are the background for this research. This research is expected to provide a clearer picture of the influence of responsiveness and ease of access on customer satisfaction and how it contributes to positive Word Of Mouth.
Keywords
Full Text:
PDFReferences
Journals:
Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17.
Aprilia, M., & Rivera Pantro Sukma. (2023). Pengaruh Persepsi Harga dan Word of Mouth terhadap Kepuasan Pelanggan melalui Keputusan Pembelian. J-CEKI : Jurnal Cendekia Ilmiah, 3(1), 15–165. https://doi.org/10.56799/jceki.v3i1.1875
Arndt, J. (1967). Word of mouth advertising: A review of the literature. The Journal of Advertising Research, 7(2), 3–20.
Artanti, D. (2015). Pengaruh Word of Mouth terhadap Loyalitas Pelanggan di Layanan Jasa. Jurnal Manajemen Dan Kewirausahaan, 17(1), 47–55.
Barnes, J. (2014). Loyalitas Pelanggan dan Keuntungan Bagi Perusahaan. Jurnal Ekonomi Dan Bisnis, 12(3), 113–122.
Bunga & Anik. (2016). Pengaruh Kemudahan Dan Emotional Factor Terhadap Word of Mouth Dengan Kepuasan Sebagai Variabel Intervening (Studi Pada Konsumen Olx Di Surabaya). Jurnal Ilmu Manajemen, 4(3), 1–14.
Dwi Satmoko, T., Djoko, H., & Ngatno. (2018). Pengaruh Kualitas Pelayanan Terhadap Word of Mouth, Melalui Kepercayaan dan Kepuasan Konsumen Sebagai Variabel Intervening Pada Star Clean Car Wash Semarang. JIAB: Jurnal Ilmu Administrasi Bisnis Universitas Diponegoro,Diponegoro University, 5(1), 1–10.
Grundey, D. (2008). Word of mouth marketing: An overview of the role of WOM in consumer behavior. Journal of Marketing Trends, 5(1), 33–44.
Hardiansyah. (2019). Faktor-faktor yang mempengaruhi kualitas pelayanan publik: Studi pada instansi pemerintah di Indonesia. Jurnal Ilmu Administrasi, 8(2), 45–58.
Harrison-Walker, L. J. (2001). The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents. Journal of Service Research, 4(1), 60–75. https://doi.org/10.1177/109467050141006
Imam. (2015). nalisis Pengaruh Produk, Harga, Distribusi, dan Promosi Terhadap Keputusan Pembelian Serta Implikasinya pada Kepuasan Pelanggan. Jurnal Ekonomi, Bisnis & Entrepreneurship, 9(2), 80–101.
Liu, Y., & Karahanna, E. (2015). The effect of social influence on the adoption of mobile banking: A comparative study of China and the United States. International Journal of Information Management, 35(2), 121–130.
Lubis, AS, & Andayani, NR (2018). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam. Journal of Applied Business Administration, 1(2), 232–243. https://doi.org/10.30871/jaba.v1i2.619
Othman, AQ, & Owen, L. (2001). Mengoprasikan dan Mengukur Kualitas Pelayanan Pelanggan (SQ) Di Bank Islam : Studi Kasus Di PT Rumah Keuangan Kuwait. Jurnal Internasional Jasa Keuangan Islam, 3(1), 4.
Priansa, DJ (2017). Manajemen pelayanan publik: Teori dan praktik. Jurnal Ilmu Administrasi, 10(2), 101–110.
Utami, R., Fadhilah, M., & Maharani, BD (2024). Pengaruh Online Customer Review dan Electronic Word of Mouth terhadap Purchasing Decision dengan Brand Image sebagai Variabel Intervening pada Konsumen Lazada di Yogyakarta. Jurnal Manajemen Terapan Dan Keuangan, 13(2), 390–404. https://online-journal.unja.ac.id/mankeu/article/view/31739
Books:
Cheung, C. M. K., & Thadani, D. R. (2012). The impact of electronic word of mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 46–58.
Davis, F D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
Ghozali, I. (2013). Model Persamaan Struktural: Konsep dan Aplikasi dengan Program AMOS 21. Badan Penerbit Universitas Diponegoro.
Sernovitz, A. (2012). Word of mouth: The power of the customer conversation. Kaplan Publishing.
Solomon, M.R. (2015). Consumer behavior: Buying, having, and being (11th ed.). Pearson.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alphabet.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. The Free Press.
Internet:
Syefdinon, S. (2024). Bapenda: Tingkat Kepatuhan Bayar Pajak Kendaraan di Sumbar Turun. Https://Sumatra.Bisnis.Com/Read/20240320/534/1751290/Bapenda-Tingkat-Kepatuhan-Bayar-Pajak-Kendaraan-Di-Sumbar-Turun.
DOI: http://dx.doi.org/10.30659/jrbi.v22i2.45748
Refbacks
- There are currently no refbacks.
License URL: https://creativecommons.org/licenses/by/4.0/deed.en
Jurnal JRBI Indexed by :
