Analysis of the level of interest and level of taxpayer satisfaction with the quality of service at the East Belitung Samsat Office

Purpose: The development and improvement of government services are increasingly becoming a public concern. This study aims to determine whether there is a difference the between customer’s (taxpayers) level of importance and the level of satisfaction on the services of Kantor UPT Samsat Belitung Timur. Research methodology: This study used data survey of 100 respondents with quota sampling and secondary data of employee profiles and the number of taxpayers. Results: The results of the Wilcoxon Test analysis prove that there was a significant difference in the level of importance and satisfaction in each service dimension (Tangible, Reliability, Responsiveness, Assurance, and Empathy). In each dimension, taxpayers who gave negative assessments were more dominant (satisfaction was lower than interest) than positive (satisfaction was higher than importance), although most gave the same assessment. Research findings suggest that each attribute in each dimension must receive attention for quality improvement.