PENYULUH PAJAK: PENERAPAN CUSTOMER BASED ORIENTED SERVICES DI DIREKTORAT JENDERAL PAJAK
Abstract
This study attempts to elaborate on the strategy of service quality and customer satisfaction at Nordstrom as a reflection of the leading private sector. Furthermore, the study wants to bring and adapt Nordstrom's achievements to the public sector, especially for the Indonesian tax authority, Directorate General of Taxes (DJP). Moreover, in 2020, a regulation on tax counselor personnel at the DJP has been issued. Since customer satisfaction increases awareness of fulfilling tax obligations voluntarily, this study is critical to empower tax counselor personnel. It uses descriptive qualitative research methods. Research data were obtained from document and regulation review. Essential lessons from a leading private company customer services strategy are the right people, empowered employee, dan motivating employee. Furthermore, it is necessary to measure the success of customer based oriented services at DJP. The organisation should refer to the success story of Nordstrom, as best practice in satisfying customers. This research can be a trigger of further research in all areas of the public sector.
Downloads
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Dengan mengirimkan artikel ke Jurnal BPPK, Penulis setuju bahwa copyright atas artikel tersebut menjadi hak milik Jurnal BPPK.
Namun demikian, Penulis tetap berkewajiban untuk menjaga integritas dan mematuhi segala peraturan dan perundang-undangan yang berlaku, termasuk konsekuensi hukum di dalamnya.
Apabila dikemudian hari ditemukan tindakan yang melanggar hukum yang dilakukan oleh Penulis dalam usahanya menulis artikel yang dikirim ke Jurnal BPPK, maka konsekuensi hukum menjadi tanggung jawab penulis dan dengan ini membebaskan pengelola Jurnal BPPK dari segala tuntutan hukum.
Apabila hal ini terjadi, pengelola Jurnal BPPK berhak mencabut artikel tersebut dari terbitan yang telah diterbitkan.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.