Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pembayaran Pajak Kendaraan Bermotor (Studi kasus Kantor SAMSAT Bandar Lampung)

This study aims to determine whether there is an effect of the quality of public services on customer satisfaction in paying motor vehicle taxes at the Bandar Lampung SAMSAT Office. The number of samples is 250 people who make Motor Vehicle Tax Payments. Data analysis techniques used include Validity Test, Reliability, Simple Linear Regression Test, Significant Test (t), and the coefficient of determination (R2) using the IBM SPSS Statistics Version 23 program. The results of this study obtained a linear regression equation Y = 4.681 + 0.891 X which means that every change in the value of the service quality variable will be followed by a change in the customer satisfaction variable of 0.891. While the coefficient of determinant R2 (R Square) of 0.595 means that customer satisfaction (Y) is influenced by the quality of service (X) of 0.595 or 59.5%, while the remaining 40.5% is explained by other factors or variables outside this study. The results of hypothesis testing on the service quality variable with a tcount value of 19.100 > ttable 2.024 and a significance value of 0.000 <0.05, then Ho is rejected and Ha is accepted. Thus it can be concluded that the hypothesis which states that service quality has a significant effect on customer satisfaction, thus the hypothesis is accepted.