Institutional Repository | Satya Wacana Christian University: Analisis Expectation Gap Layanan Publik pada Kantor Pelayanan Pajak Pratama Kupang
Abstract
In order to estabilish a good governance, one measures of a good public service
is its compatibility of expectation with the service perceived by the public. This
study aims to analyze suitability of expectations with reality by using gap analysis
score with servqual as analysis tools. The respondents are 60 tax payers and 20
tax officers who selected using accidental and saturation sampling technique. The
results of the study identified the expectation gap both taxpayers and tax officers,
their expectation is higher than the existing services’ perceptions. Research also
suggests that the priority of service by the taxpayer and the tax officers are
different.
Keywords: Quality of service, Expectation Gap, Gap score.
iv
In order to estabilish a good governance, one measures of a good public service
is its compatibility of expectation with the service perceived by the public. This
study aims to analyze suitability of expectations with reality by using gap analysis
score with servqual as analysis tools. The respondents are 60 tax payers and 20
tax officers who selected using accidental and saturation sampling technique. The
results of the study identified the expectation gap both taxpayers and tax officers,
their expectation is higher than the existing services’ perceptions. Research also
suggests that the priority of service by the taxpayer and the tax officers are
different.
Keywords: Quality of service, Expectation Gap, Gap score.
iv