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"ABSTRAKTesis berjudul sebagaimana tersebut di atas mempunyai pokokpermasalahan yaitu bagaimanakah gaya kepemimpinan eselon V dantingkat kuatitas pelayanan staf pelaksanaan pada Kantor Wilayah V BAKN Jakarta.Variabal-variabel dalam penelitian ini adalah gaya kepemimpinaneselon V dengan tiga indikator yaitu gaya kepemimpinan direktif, suportif danpartisipatif. Sedangkan kualitas pelayanan staf pelaksana sebagaivariabel terikat dengan lima indikator (dimensi-dimensi kualiias pelayanan)yaitu tampilan fisik, kehandalan, daya tanggap, jaminan, dan empati.Obyek penelitian adalah manajemen Kanwil V BAKN Jakarta.Populasi terdiri dari 164 karyawan BAKN Jakarta. Sampel ditetapkansebanyak 120 orang yang terdiri 80 orang staf pelaksana, 27 orangpejasabat eselon V, 9 orang eselon IV, 3 orang eselon lIl dan seorangeselon Il, yang selanjutnya merupakan responden penelitian ini.lnstrumen penelitian ditentukan dalam kuesioner dimana gayakepemimpinan mencakup kepsmimpinan direktif, suportif, dan partisipatif.Sedangkan instrumen kualitas pelayanan mencakup dimensi-dimensi kualitas pelayanan.Analisis data dilakukan dengan analisis diskriptif kuantitatif, yaknidengan menggambarkan gaya kepemimpinan eselon V dan kualitaspelayanan staf pelaksana. Hasil analisis gaya kepemimpinan eselon Vmenunjukkan dominan menggunakan gaya kepemimpinan direktif. Nilairata-rata sebesar 2,25. Penilaian yang bersifat negatif di atas rata-ratasebanyak 53,33%. Penilaian kategori menunjukkan rendah sebanyak 75%.Sedangkan hasil analisis kuaiitas pelayanan menunjukkan belummemuaskan atau kurang optimal atau negatif. Terdapat hubungan positif dansignifikan yakni r-hit sebesar 0,624 dan r-tab (0,198) Koefisien determinasi(r²) sebesar 38,93%. SeIanjutnya gaya kepemimpinan dapat mempengaruhikualitas pelayanan.Untuk dapat meningkatkan kualitas pelayanan disarankan agarpimpinan berupaya merubah gaya kepemimpinan dari direktif menujusuportif hingga partisipatif dehgan mengembangkan kerja tim yang bekerjaberorientasi kepada kualitas, dan didukung oleh komitmen para pimpinandiatasnya serta upaya peningkatan dan pengembangan sumber dayamanusia melalui pendidikan dan pelatihan ataupun tranning sesuai dengankebutuhan masa sekarang dan masa yang akan datang.

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"Upaya yang dilakukan oleh Kantor Pelayanan Pajak (KPP) Jakarta Penjaringan untuk meningkatkan jumlah wajib pajak terdaftar adalah dengan melakukan perluasan wajib pajak. Prioritas kegiatan perluasan wajib pajak antara lain melalui kegiatan penyisiran di beberapa lokasi kawasan perdagangan, kawasan bisnis, kawasan industri, dan kawasan perumahan mewah. Upaya perluasan wajib pajak yang dilakukan oleh KPP Jakarta Penjaringan tampaknya masih belum optimal. Sampai dengan awal tahun 2004 perbandingan jumlah kepala keluarga dan wajib pajak orang perorangan baru mencapai 34,86%.Untuk itu penelitian ini bermaksud ingin mengetahui mengapa wajib pajak di wilayah kerja KPP Jakarta Penjaringan cenderung menganggap pajak sebagai beban. Permasalahan penelitian yang diteliti adalah membahas persepsi wajib pajak tentang pajak dan kualitas pelayanan perpajakan KPP Jakarta Penjaringan. Sedangkan tujuan penelitannya adalah menjelaskan persepsi wajib pajak di wilayah kerja KPP Jakarta Penjaringan dan mengetahui kualitas pelayanan perpajakan kepada wajib pajak.Varibel-variabel yang dianalisis adalah tentang Perilaku Wajib Pajak tentang Pajak dan Kualitas Pelayanan Perpajakan. Hipotesis yang diajukan dalam penelitian ini adalah Ho: Tidak ada hubungan antara variabel Perilaku Wajib Pajak tentang Pajak dan Dimensi Kualitas Pelayanan Perpajakan terhadap Persepsi Wajib Pajak. Hi: Ada hubungan antara variabel Perilaku Wajib Pajak tentang Pajak dan Dimensi Kualitas Pelayanan Perpajakan terhadap Persepsi Wajib Pajak. Untuk menguji hubungan antar variabel dalam penelitian dipilih lokasi penelitian di wilayah kerja KPP Jakarta Penjaringan. Populasi penelitian ini adalah wajib pajak orang pribadi yang terdiri dari kelompok usaha kecil dan pedagang. Untuk kebutuhan penelitian dipilih sampel sebesar 125 orang.Hasil temuan penelitian menunjukkan bahwa tidak ada hubungan antar variabel Perilaku Wajib Pajak tentang Pajak dan Dimensi Kualitas Pelayanan Perpajakan terhadap variabel Persepsi Wajib Pajak tentang Pajak. Koefisien korelasi Pearson antara variabel Perilaku Wajib Pajak dan Persepsi Wajib Pajak sebesar 0,060 dan antara variabel Kualitas Pelayanan Perpajakan dan Persepsi Wajib Pajak sebesar - 0,076. Dengan demikian untuk variabel-variabel tersebut Ho diterima dan Ht ditolak dan tidak mempunyai makna pada taraf signifikansi 1% dan 5%.Hasil pengujian juga menunjukkan koefisein determinasi hanya 0,9% (R2 = 0,009). Angka ini menunjukkan hanya sekitar 0,9% variabel bebas Perilaku Wajib Pajak tentang Pajak dan Dimensi Kualitas Pelayanan Perpajakan secara bersama-sama dapat menjelaskan variabel Persepsi Wajib Pajak tentang Pajak. Sedangkan F hitung = 0,565 lebih kecil dari F tabel 1%= 3,09 dan 5% = 2,24. Maka, pengujian regresi tidak terbukti pada taraf signikansi 5% dan 1%.Berdasarkan hasil penelitian saran yang diajukan mencakup tentang perlunya sosialisasi tentang hak dan kewajiban wajib pajak secara filosofis, meningkatkan dialog antara wajib pajak dan petugas pajak, dan menyampaikan informasi tentang penindakan petugas pajak yang menyimpang dan menyalahgunakan jabatannya.Daftar Kepustakaan: 44 (1971 - 2004) + 7 Undang-Undang dan PeraturanJumlah halaman: ix + 163 + 37 tabel + 5 bagan + 26 lampiran"

"Organization is a media to achieve an objective. For business organization, maximum profit is it?s main objective. Organization need human resources to run their activities and achieve their objectives. Leadership is a major determinance of organizational effectiveness.

Organization need a leader to control the employee?s activities. In business organization, leader is a key position to maintain a good relationship with the top, middle manager and also their subordinates. At Head Office PT CV Titipan Kilat in Jakarta, Customer Service Division is one of the divisions that has important role in achieving company?s vision. This Division is led by a Customer Service Chief. A Customer Service Chief motivates employees for having good motivation.

Therefore, in motivating emplyees, a Customer Service Chief applicates Situational Leadership Model. Indeed, there are problems in applicating that model. This case is caused by a few employees remain have bad performances. For knowing these problems, Customer Service Chief try to ask the causes o problems directly toward such employees. This way, at least a Customer Service Chief knows employee perception of applicated Situational Leadership Model.

This research is aimed to find out how the employee perception of Situational Leadership Model of Customer Service?s Chief at Head Office PT CV Titipan Kilat in Jakarta. Gibson, Ivancevich, and Donnelly explained that perception is cognitive process used to interpret something and understand its environment. From the result of research concerning employees toward leadership style, the obtained image shows that each employee has different perception to applied Situational LeadershipModel. This matter can be seen from the various most respondents who answer the same statement. Based of the theory used in studying style of this leadership is related at theory of Hersey and Blanchard, by using model of situational approach which based of relation among functional behavior, behavioral relation, and subordinate maturity level.

This research uses the approach of quantitative and survey technique. Collected data in this research is a quantitative data based on questioner to Customer Service Employees at PT CV Titipan Kilat. Analysis technique in this research use descriptive statistical analysis, which analyses data according to Tables of Frequency.

From these data, it can be concluded that the result of employee perceptions of telling leadership model is shown by low criteria percentage of 60.34%. Selling leadership model is shown by high criteria percentage of 73.77%, meanwhile another leader model, participating is shown by high criteria percentage of 69% and delegating leadership model is shown by low criteria percentage of 54.94%.

Aboved analysis can be concluded that the employee perceive Customer Service Chief at Head Office PT CV Titipan Kilat in Jakarta tend to use Selling Leadership Model. Therefore, Customer Service Chief in using Situational Leadership Model should anticipate the existing problems. Customer Service Chief should apply two way-communicating by much listening employess."

"Tujuan dari penelitian ini untuk mengetahui bagaimana praktik kepemimpinan di Direktorat Jenderal Pajak DJP sebagai salah satu sektor publik di Indonesia. Penelitian ini juga untuk mengetahui gaya kepemimpinan yang diharapkan oleh pegawai. Responden yang terlibat sebanyak 550 Account Representative dan 68 Kepala Seksi Pengawasan dan Konsultasi dari 17 Kantor Pelayanan Pajak KPP di wilayah DKI Jakarta. Penelitian ini menggunakan metode qualitative content analysis. Hasil penelitian menunjukkan bahwa gaya kepemimpinan yang ditampilkan yaitu paternalistic leadership dengan dimensi benevolent leadership sebagai perilaku yang paling banyak ditampilkan dan dianggap berhasil. Sementara itu, ketidakberhasilan kepemimpinan dikarenakan kurang menampilkan dimensi visible leadership dan banyak menampilkan dimensi authoritarian leadership. Hasil penelitian juga menunjukkan bahwa gaya kepemimpinan yang diharapkan adalah paternalistic leadership dengan dimensi benevolent leadership sebagai perilaku yang paling banyak diinginkan.

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The purpose of this study is to investigate the current practices of leadership in Directorate General of Taxes, one of the public sectors in Indonesia. This study is also to determine the leadership style that is expected by employees. Respondents that were involved in this study were 550 Account Representatives and 68 Head of Supervision and Consultation Section from 17 Tax Offices KPP in Jakarta region. This study used a qualitative content analysis method. The results revealed that the current practices of leadership was the paternalistic leadership with the benevolent leadership dimension as the most widely displayed and considered as successful behavior. Meanwhile, leadership failure was due to lack of displayed the visible leadership dimensions and many displayed the authoritarian leadership dimension. The results also revealed a strong preference for paternalistic leadership with benevolent leadership dimension as the most expected behavior."

"Human resources are the main assets of an organization. The successful of the organization depend on the people itself. A leader have an important role to make the organization success. Human resource management sub directorate at PT ?X? head office Jakarta is the center of human resource activity. This sub directorate have the responsibility to all others sub directorate to fulfill all the employee?s need and rights. Yet, to make a strategy to win the competitive advantages and become a market leader. The problem is how the company can achieve that, if the leader can?t make an effective organization caused by the pending of some projects that have to be done based on the schedule that have set before. It means that the leader has failed to run his leadership in order to supervise his follower. In this situation, to make an effective organization a leader have to see the situation of the follower by analyze the follower?s readiness or employees?s maturity. By measuring the maturity level of employee, what kind of leadership style that was used by the leader, and how the maturity level of employee can fit with the leadership style.

According to that, writter use the theory of situasional leadership by Paul Hersey and Kenneth H. Blanchard to support the research. This theory explain that a leader have to choose a best leadership style to fit with the level of follower?s maturity. It means that, a leader can use different style of leadership with a different people. It?s all depends on the situation that an organization has faced. Nowadays, this theory becomes the most common issues in every leadership part on an organization. So that, it is important for all leaders in organization to consider their leadership style in order to make the organization more effective.The reason of this research is to explain the conformity between employee?s maturity and leadership style.

The research population is all of the HRM sub directorate at PT ?X? head office Jakarta?s permanent employees. Yet, the research sample is 52 respondents, its using purpossive sampling technique. The sampling technique was used because of the respondents?s objectivity to evaluate the leadership style and level of maturity. So that, writer use the permanent employees as respondents. The research method according to the explanation level is desciptive with quantative approach. The research data consist of primary and secondary data. The primary data was collected by spreading quesionare to the respondents, and the secondary data was collected by literature study, company?s documents, and interview with top leader in HRM sub directorate of PT ?X?. The data analyzing was using frequency distribution?s table. The level of employee?s maturity and leadership style are the result of the conformity between the theory and its practice.

Result of the research shows that generally, there?s unconformity between the level of employee?s maturity and the leadership style that the leader has used. According to the level of employee?s maturity, writer use two dimension of maturity level which are the employee?s ability and the willingness. Both dimension shows in the medium to high category or in M3 of maturity level. However, this level of maturity is appropriate if the leader used the Participating of leadership style. But, based on the research the result shows that the leader of HRM sub directorate at PT ?X? used the Selling of leadership style. It was proved by the data analyzing that this leadership style result at 628 or 81% on high category.

Based on the research result, writer recommend several suggest to the corporation: (1) in order to make an effective of organization, a leader in sub directorate HRM PT ?X? head office Jakarta should take a look at the situation and the employee?s level of maturity; (2) the leader should change his leadership style with appropiate level of employee?s maturity."

"Penelitian ini bertujuan untuk menjelaskan kualitas pelayanan pajak Kantor Pelayanan Pajak Jakarta Pulogadung dilihat dari kesenjangan (gap) antara ekspektasi wajib pajak (pelanggan) dan kinerja pelayanan rill yang diberikan Kantor Pelayanan Pajak Jakarta Pulogadung. Untuk sampai pada tujuan itu digunakan instrumen SERVQUAL (service quality) yang meliputi lima dimensi pelayanan, yakni: daya tanggap, bukti fisik, jaminan, keandaian, dan empati.Metode yang digunakan dalam penelitian adalah metode deskriptif-kuantitatif, yaitu metode ini penelitian yang diarahkan untuk menguraikan atau menjelaskan secara rinci apa yang menjadi permasalahan dan tujuan penelitian. Sampel penelitian terdiri atas 90 orang wajib pajak yang selama ini membayar pajak di Kantor Pelayanan Pajak Jakarta Pulogadung. Sementara analisisnya menggunakan analisis gap dengan bantuan perhitungan statistika deskriptif.Hasil penelitian menunjukkan masih terdapat kesenjangan pelayanan antara harapan wajib pajak dengan persepsi wajib pajak terhadap pelayanan rill (kinerja) Kantor Pelayanan Pajak Jakarta Pulogadung. dimulai dari yang paling penting, dimensi-dimensi pelayanan Kantor Pelayanan. Pajak Jakarta Pulogadung adalah keandalan, jaminan, daya tanggap, empati, dan bukti fisik. Berdasarkan perbandingan tingkat kepentingan wajib pajak dan SERVQUAL Score setiap dimensi, diketahui Pula teriadi ketidaksesuaian antara prioritas kepentingan wajib pajak dengan kualitas pelayanan.Dengan hasil demikian maka untuk meningkatkan kualitas pelayanan, perlu melakukan perbaikan pelayanan dengan mengacu pada kepentingan para wajib pajak berdasarkan skala prioritas dengan urutan: keandalan, jaminan, daya tanggap, bukti fisik, dan empati. Selain itu, perlu dilakukan penelitian lebih lanjut tentang kualitas pelayanan dengan menggunakan indikator lain seperti 7S dari Mc-Kinsey yang dianalisa dengan menggunakan pendekatan kualitatif atau dengan menggunakan teknik analisis Diagram Kartesius."

"Penelitian ini dilatarbelakangi oleh adanya kenyataan yang sering terjadi pada setiap perusahaan, khususnya pada perusahaan yang memiliki perencanaan karir untuk memfasilitasi karyawannya agar tetap bertahan, berkembang dan mengalami kemajuan. Dengan fokus permasalahan: bagaimana persepsi karyawan Terhadap perencanaan karir sumber daya manusia pada kantor pusat PT. Granton Marketing di jakarta. Dari rumusan masalah di atas, maka penelitian ini bertujuan untuk mendapatkan informasi berdasarkan fakta dan data yang valid. Penelitian ini adalah penelitian kuantitatifdengan desain deskriptif. Penarikan sampel dilakukan dengan menggunakan total sampling yang berjumlah sebanyak 40 responden. Instrumen penelitian menggunakan kuesioner yang berisi 18 pernyataan dan. Teknik analisis data menggunakan Analisis univariat yaitu distribusi frekuensi dan hasil jawaban dari kuestioner dilakukan menggunakan skala Likert.Data penelitian ini diambil dari dua sumber yaitu data primer, data yang diperoleh secara langsung dari responden sebagai sumber data melalui penyebaran kuesioner dan wawancara di lokasi penelitian, kedua yaitu data sekunder, yaitu data pendukung atau pelengkap data primer yang diperoleh dari dokumen atau literatur yang berhubungan dengan penelitian ini. Berdasarkan pada teori Ivancevich bahwa hasil penelitian ini adalah perusahaan perlu melakukan evaluasi terhadap perencanaan karir di perusahaan berupa pelayanan informasi, konseling, mentoring, penilaian kerja dan pelatihan agar mampu menyesuaikan perencanaan karir individu dengan rencana karir yang ada di organisasi.This research was formed the background by the existence of the reality that often happened to each company, especially to the company that had career planning to facilitate his employee in order to continue to remain, develop and experience the progress. With the focus of the problem: how the perception of the employee towards planning of the human resources career to the PT. Granton Marketing head office in Jakarta. From the formulation of the problem above, then this research aimed at getting information was based on the fact and the valid data. This research was the research kuantitatifdengan the descriptive design. The pulling of the sample was carried out by using the total sampling that was numbering totalling 40 respondents. The instrument of the research used the questionnaire that contained 18 statements and. Technically the analysis of the data used the Analysis univariat that is the distribution of the frequency and results of the answer of kuestioner was carried out used the Likert scale.

This research data was taken from two sources that is the primary data, the data that was received directly from the respondent as the source of the data through the spreading of the questionnaire and the interview in the location of the research, the two that is the secondary data, that is the supporting data or primary data accessories that were received from the document or literature that was connected with this research. Be based on in the Ivancevich theory that results of this research of being the company must carry out the evaluation towards career planning in the company took the form of the information service, counselling, mentoring, the assessment of the work and the training in order to be able to adapt planning of the individual career to the available career plan in the organization."