DOI: 10.36347/sjahss.2018.v06i01.016

Pages: 85-91

Tax is the most dominant state revenue. However, the service to the taxpayer is still not satisfying. There are still many complaints from the taxpayers on the services provided, such as convoluted service, the absence of centralization in service, the absence of officers who can provide accurate information to help direct or resolve taxpayers (TP) problems and others. Through descriptive qualitative research method with interview technique to informants, the result of this study indicated that in terms of tangibility (physical facilities), completeness of supporting facilities and infrastucture have been sufficient. In terms of reliability, it provided providing similiar counter service and the ability of serving related matters of service. In terms of responsiveness, the service process in general was good. In terms of assurance (certainty), in providing services to taxpayers, the officers were serious and well serving. Furthermore, in terms of empathy (intense attention), in providing services to the public, the officers do it wholeheartedly. The conclusion, in general public service at the Tax Service Office of Pratama Palembang has been running well, but still weak in communication to the taxpayers.