Analysis on The Impact of Modernization of Tax Administration on Taxpayers' Satisfaction on Large Tax Office 2

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Abstract

Modernization of tax administration with public-oriented concept has been conducting since 2002 where Large Tax Office was taken as the pilot project. This research is conducted to analyze the implementation of tax administration modernization on Large Tax Office 2 as well as analyzing the impact on taxpayers’ satisfaction. This research employs mixed methods. In quantitative side, this research employs descriptive statistic test, regression test, and coefficient determination test on data collected through questionnaire. In qualitative side, this research conducted in-depth interview to do cross-checking and help interpret the quantitative result. The result shows that tax modernization in Large Tax Office 2 has been running well and successful to provide satisfaction to taxpayers. Suggestion of this research is that Large Tax Office 2 needs to maintain and to improve service quality by embedding optimal services to be proactively responsive taxpayers as well as proactively evaluating weakness and challenges that may come up from taxpayers’ complaints
Original languageEnglish
Title of host publicationProceedings of the 1st International Symposium on Indonesian Politics
Place of PublicationSemarang, Indonesia
PublisherEAI
ISBN (Print)978-1-63190-194-2
Publication statusPublished - 25 Sep 2019

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