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"Era reformasi menuntut pemerintahan yang transparan, kredibel dan akuntabel sebagai perwujudan dari hal tersebut pemerintah diharapkan mampu memberikan pelayanan yang terbaik kepada masyarakat. Sebagai salah satu instansi pemerintah dibawah Departemen Keuangan, Direktorat Jenderal Pajak (DJP) menyadari pentingnya peningkatan kualitas layanan. Hal ini tercermin dalam visi Direktorat Jenderal Pajak yaitu: "Menjadi model pelayanan masyarakat yang menyelenggarakan sistem dan manajemen perpajakan kelas dunia yang dipercaya dan dibanggakan masyarakat." Kantor Pelayanan Pajak Penanaman Modal Asing Satu (KPP PMA Satu) sebagai salah instansi vertikal di bawah Direktorat Jenderal Pajak berusaha dan turut andil dalam mewujudkan visi dan misi DJ P. Untuk mencapai visi dan misi yang telah ditetapkan oleh Direktorat Jenderal Pajak, sudah selayaknya DJP memantau secara konsisten tingkat kepuasan Wajib Pajak atas layanan yang diberikan.Tujuan penelitian ini adalah mengetahui kualitas layanan KPP PMA Satu menurut persepsi Wajib Pajak, mengetahui tingkat kepuasan Wajib Pajak terhadap kualitas layanan KPP PMA Satu dan mengidentifikasi dan menganalisis faktor-faktor (dimensi-dimensi) yang mempengaruhi kualitas layanan KPP PMA Satu.Penilaian kualitas layanan KPP PMA Satu dengan mengembangkan dan menggunakan konsep dan terori Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk., yaitu: Tangible, Reliability, Responsiveness, Assurances dan Empathy. Layanan pajak merupakan salah satu layanan publik yang tidak berorientasi pada laba dan asumsi yang dipakai pada penelitian ini, KPP PMA Satu merupakan layanan publik tanpa ada pesaing.Dalam penelitian ini dilakukan terhadap 80 responden (Wajib Pajak) dengan menggunakan dengan menggunakan teknik sampel acak sederhana (simple random sampling) dan metode pengumpulan data yaitu observasi, kuesioner, wawancara dan studi kepustakaan.Kuesioner ditujukan untuk mengukur tingkat kepuasan Wajib Pajak, yaitu dengan membandingkan harapan dan persepsi Wajib Pajak. Sebelum dilakukan perhitungan servqual dilakukan uji validitas data dan uji reliabilitas data. Analisis data dan perhitungan servqual dengan menggunakan analisis statistik deskriptif.Hasil penelitian menunjukan tidak ada satupun dimensi layanan yang memperoleh mean skor tingkat kepuasan lebih dari atau sama dengan 4 ( O ). Hal ini menandakan bahwa layanan KPP PMA Satu belum memenuhi harapan dari Wajib Pajaknya. Oleh karena itu, KPP PMA Satu masih harus berusaha terus-menerus untuk meningkatkan kualitas layanan pada setiap dimensi layanan. Faktor-faktor (dimensi) yang paling panting atau berpengaruh terhadap kualitas Iayanan KPP PMA Satu adalah (a) Wajib Pajak mendapatkan kepastian hukum dalam melaksanakan kewajiban perpajakan (dimensi Reliability) (b) Pegawai cepat tanggap dalam menangani keluhan Wajib Pajak (dimensi Responsiveness) dan (c) Pegawai menjaga kerahasiaan informasi dan data Wajib Pajak (dimensi Assurances). Nilai standar deviasi yang besar pada statistik deskriptif kinerja menandakan belum standarnya layanan yang diberikan oleh KPP PMA Satu kepada Wajib Pajaknya.Agar kualitas layanan KPP PMA Satu dapat ditingkatkan, maka disarankan KPP PMA Satu lebih memfokuskan dan memperhatikan Iayanan pada dimensi Reliability yang berkaitan dengan kepastian hukum karena hal tersebut merupakan unsur utama yang diinginkan oleh Wajib Pajak yang membawa image yang baik bagi KPP PMA Satu. Secara keseluruhan kualitas layanan KPP PMA Satu masih jauh dari harapan para Wajib Pajak, terutama untuk dimensi Reliabilty dan Responsiveness, Perlu komitmen para pegawai KPP PMA Satu untuk memberikan pelayanan prima dan mewujudkan visi dan misi Direktorat Jenderal Pajak dan perbaikan budaya organisasi KPP PMA Satu agar lebih kondusif dalam memberikan layanan kepada Wajib Pajak antara lain memperpendek jarak kekuasaan, tleksibel dan luwes dalam memberikan layanan. Untuk meningkatkan motivasi kerja para pegawai, perlu Direktorat Jenderal Pajak mengeluarkan kebijakan mengenai penghargaan (reward) dan hukuman (punishment) kepada para pegawai.KPP PMA Satu diharapkan meningkatkan layanan kepada Wajib Pajak dengan cara konsisten menerapkan aturan perpajakan yang berlaku terhadap semua Wajib Pajak, mengirimkan para pegawai untuk dididik dan dilatih baik dalam intern Direktorat Jenderal Pajak maupun di Iuar Direktorat Jenderal Pajak agar dapat menguasai aturan perpajakan, bahasa asing, teknik-teknik komunikasi yang baik dan efektif dan paham kegiatan industri Wajib Pajak, mengefektifkan sistem layanan on-line untuk mempercepat proses layanan dan mempermudah dan menyederhanakan sistem dan prosedur layanan agar mudah dimengerti oleh Wajib Pajak. KPP PMA Satu diharapkan mengoptimalkan pelaksanaan standar pelayanan yang telah diterapkan oleh Direktorat Jenderal Pajak sehingga layanan yang dirasakan oleh Wajib Pajak sama (fair).

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Era of Reformation urges transparent, credible and accountable government, so as the form of that government is wished to be able to provide an excellent service to society. As one of government institution under Department of Finance, Directorate General of Taxes realizes the importance of service quality. This thing is explained in vision of Directorate General of Taxes that 'to be a public model that performs a world class tax system and management, trustworthy, and becoming a pride to the public'. Tax Service Office for Foreign Investment One as one of the office under Directorate General of Taxes tries to realize vision and mission of Directorate General of Taxes. To reach that vision and mission, Directorate General of Taxes monitors Taxpayer's satisfaction level.

The purpose of this research is to know the service quality of Tax Service Office for Foreign Investment One according to taxpayer's opinion, to know Taxpayer's satisfaction level upon service quality of Tax Service Office for Foreign Investment One and to identify as well as to analyze the factors which influence the service quality of Tax Service Office for Foreign Investment One.

The value determination of the service quality of Tax Service Office for Foreign Investment One with developing and using concept and theory of Service Quality (Servqual) which is created by Parasuraman and others i.e.: Tangible, Reliability, Responsiveness, Assurances, and Emphaty. Tax service is one of public service that not orients to profit and assumes which is used in this research, Tax Service Office for Foreign Investment One's service is public service without competitors.

This research is conducted to 80 (eigthy) respondences (Taxpayers) with use simple random sampling and data collecting method that observation, questioners, interview, and library study The questioners purpose is to measure Taxpayer's satisfaction level, with comparing taxpayers hope and opinion. Before servqual calculating, data validity test and data reliability test had done first. Analyze of data and servqual calculating use descriptive statistic analyze.

The research result indicates that there is no one service dimension, which obtain mean score of service quality exceed or same 0 (>=Q). This research marks that Tax Service Office for Foreign Investment One's quality does not fulfill the wish of taxpayers. So Tax Service Office for Foreign Investment One still to improve service quality in every dimensions of service. The important factors upon Tax Service Office for Foreign Investment One's service quality are (a) Taxpayers get law certainty to fulfill the tax obligations (Reliability dimension) (b) The official can solve complaints from taxpayers immediately (Responsiveness dimension) and (c) The official can save information secret and taxpayer's data (Assurances dimension). The great deviation of standard values in descriptive statistic of performance marks the Tax Service Office for Foreign Investment One's service does not fulfill standard yet.

In order the service quality of Tax Service Office for Foreign Investment One can be increased, so we suggest Tax Service Office for Foreign Investment One to make a focus and cares a service in reliability dimension which connects to law certainty because that thing is the main point which is wished by taxpayer. Generally the quality of Tax Service Office for Foreign Investment One does not fulfill the wish of taxpayer, especially in Reliability and Responsiveness dimension. The officials of Tax Service Office for Foreign Investment One should have a commitment to provide an excellent service and to realize vision and mission of Directorate General of Taxes in order to be more conducive to provide an excellent service to taxpayers with reducing power range, flexible and smooth in providing service. To improve working motivation of officials, Directorate General of Taxes creates a policy about a reward or punishment.

Tax Service Office for Foreign Investment One is wished to increase the service to taxpayer consistently with implementing taxation rules to all taxpayers, send the officials to be trained both in internal of Directorate General of Taxes and external of Directorate General of Taxes in order to know taxation rules, foreign languages, communication technics, on line system of service. Tax Service Office for Foreign Investment One is wished to make optimal service procedures, which implemented by Directorate General of Taxes in order taxpayer, can feel the service taxpayer."

"Directorate General of Tax as a public organization has to implement tax administration reform in order to improve the service quality to taxpayer. For that purpose, Foreign Investment For Tax Office has applied Modern Tax Administration System since the year 2004. This research is meant to know how significant is the influence of Moern Tax Administration System at Foreign Investment Four Tax Office to service quality. Modern Tax Administration System is an implementation of the tax adminsitrative reform that is defined as the deliberate use of authority and influence to apply new measures to an administrative system so as to change its structure procedure, strategy, and culture to improve public sector performance. Meanwhile, service quality id defined as a stake holder value regarding the service dimension whch is perceived as positive value acquirement to the degree of satisfaction. It is measured by ten dimensions that is tangibel, reliable, responsiveness, competence, courtesy, credibility, security, acess, communication, and understanding the customers. This research is carried out by using an explanation method which explaining a causal relationship between independent variables and a dependet variable. It uses a quantitative approach. Data is collected with survey by giving questionnaires to all officer of Foreign Investment Four Tax Office. Then the data is analysed with correlation and regression. The result of this analysis indicate that there is a positive strong relationship between Modem Tax Administration System together which consist of organization chart modemization, organizational procedure modernization, organizational strategy modernization, and organizational culture modernization and service quality. All sub variables of the Modern Tax Adrninistration System have significant influences to service quality of Foreign Investment Four Tax Ofiice. The research proposes that Foreign Investment Four Tax Office should improve Modem Tax Administration System higher either organization chart, organizational procedure, organizational strategy, and organizational culture to support the service quality using approaches: making a job description more detail to prevent duplication, making an easier access of getting new regulations from the intemet or intranet, promoting knowledge and skill of the employees through in house training, out bond training, and improving moral and ethics of the employees through ?kultum" and Emotional Spiritual Quotient (ESQ) training."

"Secara umum pelaksanaan penagihan pajak belum dapat berjalan secara optimal, sementara di lain sisi jumlah tunggakan pajak dari tahun ke tahun semakin meningkat. Dalam kenyataannya, upaya penagihan pajak dalam rangka pencairan tunggakan pajak ditempuh dengan berbagai cara baik melalui penagihan persuasif (soft collection) maupun tindakan keras (hard collection). Tindakan keras terutama dilakukan terhadap Penanggung Pajak non kooperatif dengan penagihan aktif mulai dari penerbitan Surat Teguran, pemberitahuan Surat Paksa, penyitaan, lelang, bahkan sampai dengan penyanderaan. Salah satu dari tindakan keras (hard collection) yang cukup efektif adalah penyitaan harta kekayaan Penanggung Pajak yang tersimpan di bank. Penyitaan ini dilakukan dengan pemblokiran rekening bank Penanggung Pajak dengan tujuan akhir memindahbukukan saldo rekening tersebut ke kas negara untuk pembayaran pajak. Melalui mekanisme pemblokiran tersebut, hasil pencairan tunggakan pajak tergantung dari besar kecilnya saldo rekening yang diblokir. Oleh karena itu sangat dibutuhkan kejelian dan kecennatan dalam menemukan rekening giro potensial yang akan disita.Adanya pemblokiran rekening Penanggung Pajak oleh bank juga sangat membantu tugas juru sita pajak dalam melakukan prosedur penyitaan. Apabila penyitaan dilakukan dengan obyek sita selain harta kekayaan Penanggung Pajak yang tersimpan di bank, terdapat kemungkinan resistensi dari Penanggung Pajak mengingat kredibilitas dan nama baiknya dipertaruhkan jika prosedur penyitaan ditindaklanjuti pula dengan pengumuman lelang di media masa karena tidak dilakukannya pelunasan tunggakan pajak. Melalui mekanisme pemblokiran, juru sita pajak cukup berkoordinasi dengan pihak bank maka prosedur penyitaan dapat berjalan tanpa harus berhadapan langsung dengan Penanggung Pajak.Masalah yang diteliti dalam tesis ini meliputi pengaruh penyitaan yang didahului oleh mekanisme pemblokiran terhadap pencairan tunggakan pajak serta faktor-faktor yang menyebabkan keberhasilannya. Ruang lingkup penelitian adalah studi kasus pada KPP PMA Lima.Pemblokiran utarnanya dilakukan terhadap rekening giro Penanggung Pajak sehingga sangat mengganggu beban finansial dan cash flow perusahaan. Dengan adanya pemblokiran tersebut Penanggung Pajak tidak dapat melakukan transaksi bisnis melalui giro terutama untuk melakukan pembayaran tagihan kepada pihak ketiga. Oleh karena itu prosedur pemblokiran yang dilanjutkan dengan penyitaan harta kekayaan Penanggung Pajak yang tersimpan di bank ini merupakan cara efektif agar Penanggung Pajak segera melakukan pembayaran baik melalui saldo rekening yang diblokir untuk dipindahbukukan ke kas negara maupun dana selain dari rekening yang diblokir.Metode penelitian yang digunakan adalah metode dengan melakukan pendekatan data kuantitatif yang diukur dalam skala numerik (angka) dan termasuk kategori data runtut waktu yaitu jumlah (rp) hasil penyitaan harta kekayaan Penanggung Pajak pada tahun 2002, 2003 dan Semester I 2004. Data yang digunakan termasuk data rasio, yaitu data yang jaraknya sama dan mempunyai nilai nol mutlak. Seberapa besar pengaruh hasil penyitaan tersebut terhadap pencairan tunggakan pajak diuji dengan analisis regresi, sedangkan tingkat hubungan antara keduanya diuji dengan analisis korelasi. Hasil dari kedua analisis tersebut diperkuat dengan hasil wawancara terhadap pihak-pihak yang terkait dengan penyitaan harta kekayaan Penanggung Pajak yang tersimpan di bank.Kesimpulan yang didapat dari hasil penelitian, bahwa penyitaan harta kekayaan Penanggung Pajak yang tersimpan di bank berpengaruh dan berkorelasi kuat terhadap pencairan tunggakan pajak. Salah satu faktor yang menyebabkan keberhasilannya adalah adanya koordinasi dan kerja sama yang baik pihak bank dalam prosedur penyitaan dimaksud. Faktor yang lain adalah tingkat kepatuhan Penanggung Pajak dan kinerja juru sita pajak.Oleh karena keberhasilan penyitaan harta kekayaan Penanggung Pajak yang tersimpan di bank sangat tergantung pada pihak bank dan Penanggung Pajak, disarankan agar sosialisasi mengenai ketentuan tentang pemblokiran rekening kepada pihak bank lebih ditingkatkan. Selain itu perlu dibuat data base nomor rekening bank Penanggung Pajak yang dapat diperoleh dari berbagai sumber di antaranya dan hasil pemeriksaan pajak.xiii + 106 halarnan + 13 lampiran + 18 LabelDaftar Pustaka : 43 buku, 3 artikel, 9 peraturan

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In general tax collection still cannot optimally be performed, whereas the number of arrears is tremendously increased on annual basis. In fact, the bill collection for arrear liquidation is well-conducted through various ways both on soft collection as well as hard collection. 1-lard collection is imposed on non cooperative tax payer with active collection commencing from the issuance of Warning Letter, notification on Compulsion, confiscation auction even up to the case of taking hostage. One of the effective hard collection is asset confiscation of Tax payers' asset in bank. This kind of confiscation is applied by freezing the bank account of tax payer with final purpose is to transfer such account balance to treasury in order to settle tax payment Based on such freezing mechanism, the liquidation of tax arrear shall depends on the amount of freeze account balance. Apparently, we need to be extremely accurate and through in selecting the most potential bank account.

Freezing of tax payer account by bank is also helpful to support bailiff in perform the confiscation process. In case the confiscation include tax payer's asset in bank. there is possibility of tax payer's resistance since it may ruins his credibility since it will be followed by auction notification published in mass media due to the tax arrear. In implementing bank account freeze, the bailiff just coordinate with bank and confiscation procedure may work out without directly meeting the Tax payer.

The issues to be examined in this paper shall include the impact of confiscation prior to the account freezing procedure to liquidate the arrear and other successful factors. Scope of examination is case study on KPP PMA Lima.

Freezing is mainly performed on the demand deposit account of tax payer that strongly disturb the financial load and corporate cash flow. Due to such freezing , the tax payer cannot conduct business transaction through demand deposit specially on payment to third party. Thus, freezing process followed up by confiscation of tax payers asset is considered as the effective way to motivate to immediately settle his debt through the freeze account balance to be transferred to treasury besides the other fund.

The applied research method is through approaching quantitative data measured in numeric scale (figure) and it includes category data of time namely total (rp) of confiscation of tax payer's asset in 2002, 2003, and 1st semester of 2004. Ratio data is used in this case, namely data that has similar distance and has absolute zero value. How much is the impact of confiscation against the liquidation of tax arrear is tested according to correlation analyses. The result of both analyses is strengthened by interview made to the related parties against the tax payer's asset confiscation in bank.

Conclusion on this research result is that confiscation of tax payer's asset in bank may impact and has strong correlation against the tax arrear liquidation; One of the successful factor is the sound cooperation between bank in regards with such confiscation case. The other factor is the compliance rate of Tax payer and strategy of bailiff.

Obviously, the successful confiscation on tax payer's asset in bank depends on the bank and tax payer, it is recommended that socialization aspect regarding the provision of account freezing to be significantly improved. Besides, data base of bank account number of tax payer is to be prepared and to be obtained from various sources such as the taxation examination result.

xiii + 106 pages + 13 enclosures + 18 tables

Literature: 43 books, 3 articles, 9 rules"

"Direktorat Jenderal Pajak menggunakan withholding system sebagai salah satu cara yang efektif untuk memungut pajak, sebab system ini memastikan realisasi penerimaan pajak lebih. Withholding system juga dapat meminimalisir kebocoran pajak yang dilakukan melalui praktek tax avoidance dan tax evasion. Tetapi sistem ini memberikan beban yang cukup berat bagi Wajib Pajak yang dipotong dan pihak pemotong pajak karena mengganggu likuiditasnya dan menimbulkan beban administrasi. Langkah Direktorat Jenderal Pajak mengeluarkan Peraturan Direktorat Jenderal Pajak Nomor : PER-70/PJ./2007 Tanggal 9 April 2007 Tentang Jenis Jasa Lain Dan Perkiraan Penghasilan Neto Sebagaimana Dimaksud Dalam Pasal 23 Ayat (1) Huruf C Undang-Undang Nomor 7 Tahun 1983 Tentang Pajak Penghasilan Sebagaimana Telah Beberapa Kali Diubah Terakhir Dengan Undang-Undang Nomor 17 Tahun 2000, yang merupakan perubahan dari PER-178/PJ/2007 dan KEP-170/PJ./2002 yang menurunkan beberapa tarif efektif pemotongan PPh Pasal 23 yang merupakan salah satu jenis withholding tax merupakan jawaban Direktorat Jenderal Pajak atas berbagai kritik yang diterima berkaitan dengan tingginya tarif dan jenis penghasilan yang dikenakan pemotongan pajak. Pokok permasalahan dalam penelitian ini pertama, bagaimana implementasi penurunan pemotongan tarif PPh Pasal 23 khususnya atas jasa teknik, jasa manajemen dan jasa konsultasi terhadap kinerja keuangan Wajib Pajak yang mempunyai usaha dibidang tersebut di KPP PMA Lima? Kedua, faktor-faktor apa yang menentukan keberhasilan/kegagalan penerapan kebijakan pemerintah menurunkan tarif PPh Pasal 23 khususnya atas jasa teknik, jasa manajemen dan jasa konsultasi Ketiga, Apakah besaran penurunan tarif PPh Pasal 23 atas jasa teknik, jasa manajemen dan jasa konsultasi sudah tepat untuk memacu perkembangan usaha Wajib Pajak Kerangka teori yang digunakan dalam penelitian ini adalah bahwa withholding system adalah suatu sistem pemungutan pajak yang memberi wewenang kepada pihak ketiga untuk memotong/memungut besarnya pajak yang terutang, pihak ketiga yang telah ditentukan tersebut selanjutnya menyetorkan dan melaporkannya kepada fiskus. Sistem withholding tax ini dirancang untuk menghasilkan penerimaan pajak dengan jumlah yang besar secara lebih efisien dan tidak memerlukan biaya yang besar, sangat efektif untuk memungut pajak penghasilan. Kelemahan dari pemotongan pajak ini dapat menimbulkan kesulitan yang cukup besar pada Wajib Pajak tertentu sebagai akibat dari kelebihan potong serta munculnya biaya administrasi untuk memotong pajak bagi pihak yang membayarkan penghasilan. Metode penelitian yang digunakan dalam penelitian ini adalah metode kualitatif. Analisa penelitian didasarkan pada data kinerja keuangan dan laporan SPT Tahunan PPh Badan Wajib Pajak sampel serta hasil wawancara mendalam dengan Kepala Kantor Pelayanan Pajak PMA Lima, konsultan pajak dan pakar masalah withholding tax serta Account Representative yang mengawasi kewajiban perpajakan Wajib Pajak.Hasil penelitian terhadap data kinerja keuangan Wajib Pajak sampel menunjukkan bahwa semua Wajib Pajak sampel mengalami peningkatan kinerja keuangan setelah diterapkannya kebijakan penurunan tarif pemotongan PPh Pasal 23. Kenaikan kinerja keuangan Wajib Pajak karena peningkatan omzet penjualan dan efisiensi biaya operasional sehingga Wajib Pajak memperoleh laba yang jauh lebih baik dibanding tahun sebelumnya. Analisia terhadap hasil wawancara mendalam memberi gambaran bahwa faktor-faktor utama yang menentukan kenaikan omzet penjualan Wajib Pajak adalah adanya ekspansi usaha, dan meningkatnya order dan perolehan order baru. Penurunan tarif PPh Pasal 23 hanya faktor pendukung yang kontribusinya tidak signifikan. Wajib Pajak menyambut biasa saja penurunan tarif PPh Pasal 23 ini dan lebih mempertanyakan tentang kepastian hukum mengenai jenis penghasilan yang dikenakan pemotongan pajak. Dapat diberikan beberapa saran, pertama, sebelum menentukan tarif pemotongan pemerintah seharusnya Direktorat Jenderal Pajak mengadakan kajian terlebih dahulu untuk mengetahui berapa laba rata-rata per industri supaya didapatkan tarif yang tepat yang tidak memberatkan Wajib Pajak dan tidak menyebabkan kelebihan potong dengan melibatkan semua pihak terkait. Kedua, perlu dilakukan penelitian secara kuantitatif dengan jumlah populasi dan sampel yang lebih besar untuk mengetahui pengaruh penurunan tarif pemotongan PPh Pasal 23 terhadap kinerja keuangan Wajib Pajak agar bisa diambil kesimpulan secara umum. Ketiga, perlu dilakukan penelitian lebih mendalam untuk mengetahui faktor-faktor yang menyebabkan turunnya prosentase biaya operasional Wajib Pajak. Keempat, perlu dilakukan penelitian lebih lanjut bagaimana hubungan antara faktor kepercayaan Wajib Pajak kepada Account Representative dengan meningkatnya kepatuhan Wajib Pajak dalam menyajikan laporan keuangannya.

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The Directorate General of Taxes (DGT) using withholding system as one of the effective ways to collect taxes because this system makes tax collected earlier. Although in the other side, this system gives taxpayer and withholder load administratively. Inappropriate tax rate can disturb taxpayer liquidity and company operational. Based on these condition, DGT released the regulation number : PER-70/PJ./2007 about other services and net income estimation that decreased some effective rate of withholding income tax article 23 (PPh Pasal 23). The research aim to analyze, first, how does the decreasing in income tax article 23 for technical, management and consultant services implementation and the effect to tax payer financial performance in Foreign Investment Five Tax Office (KPP PMA Lima). Second, what does the success factor that determine policy implementation. Third, how the effectiveness of decreasing rate can stimulate tax payer business growth? The theory which support research is withholding at source is method of collecting income tax whereby the party paying income to a taxpayer (e.g., an employer) is required to deduct the tax due from the taxpayer's paycheck. Countries that levy relatively successful income taxes collect most of the tax through withholding or 'third party' techniques that in effect charge a third party with the tasks of deducting the tax form some payment being made to the taxpayer and then remitting the proceeds to the government. Unfortunately this system can make difficulties to the taxpayer as effect of over withheld and arising administrative cost to withheld tax for the party that making payment. To answer the research aim, the researcher used the qualitative method. Research was analysis base on taxpayer financial performance data and corporate income tax return that reported to KPP PMA Lima. These data will be cross check with the result of interviews with head office of KPP PMA Lima, tax consultant and account representative who control taxpayer's obligations.The result of these research shows that taxpayer samples financial performance increase after decreasing in income tax article 23 implementation. But in fact, this condition more caused by increased in sales and operational cost efficiency, so that taxpayer made higher profit. From analyzing in depth interview describes that taxpayer sales increased determined factor was business expand, contract extension and obtain new contract. So, decreasing in income tax article 23 implementation was just supporting factor that didn't significance to taxpayer business growth. Although it didn't significance, but, too high rate and followed by inefficiency and didn't comply taxpayer can made over withheld that caused compliance cost by tax audit refund. The other significance factor that increased taxpayer financial performance was complying in financial report. In the other side, researcher found that taxpayer concern to law certainty about object of income withheld more than rate. Therefore researcher suggested, first, DGT should make research to know average profit per industry so can find appropriate rate that make taxpayer burden and over withheld. Second, quantitative research with bigger population and sample to take general conclusion is needed to know the impact of decreasing in tax rate to taxpayer financial performance. Third, the deepen research is needed to know the factors that caused decreasing in percentage of operational cost. Forth, further research is needed to know relationship between trust factor among fiscus and taxpayer with taxpayer complying in financial report."

"Kualitas pelayanan Otoritas Pajak Daerah Provinsi DKI Jakarta berada dibawah kewenangan dan tanggung jawab Badan Pendapatan Daerah (Bapenda) Provinsi DKI Jakarta melalui Unit Pelayanan Pemungutan Pajak Daerah (UPPPD) wilayah kecamatan Provinsi DKI Jakarta yang memiliki tanggung jawab terhadap warga Provinsi DKI Jakarta. Penelitian ini bertujuan untuk menganalisis hubungan dan perngaruh kualitas pelayanan otoritas pajak daerah terhadap wajib pajak restoran Provinsi DKI Jakarta kecuali kepulauan seribu. Pendekatan penelitian menggunakan mix methods yaitu metode kualitatif menggunakan metode wawancara semiterstruktur untuk melakukan cek silang dan membantu menginterpretasikan hasil kuantitatif dan metode kuantitatif dengan menggunakan kuesioner yang diolah melalui uji statistik deskriptif, uji regresi dan uji koefisien. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan otoritas pajak daerah pada wajib pajak restoran Provinsi DKI Jakarta kecuali Kepulauan Seribu dapat memberikan kepuasan kepada wajib pajak. Saran penelitian yaitu agar otoritas pajak daerah dapat mempertahankan dan meningkatkan kualitas pelayanan dengan handal, cepat tanggap, melayani dengan hati dan sikap peduli serta memberikan pendekatan yang lebih persuasif dengan tujuan memajukan Pemerintahan Provinsi DKI Jakarta dan Indonesia sehingga publik yang merupakan wajib pajak dengan sukarela menjalani kepatuhan perpajakan sebagai bentuk kontribusi sebagai masyarakat yang tinggal di wilayah Provinsi DKI Jakarta.

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The service quality of the DKI Jakarta Provincial Tax Authority is under the authority and responsibility of Regional Revenue Agency (Bapenda) of DKI Jakarta Province through the Regional Tax Collection Service Unit (UPPPD) in the sub-district of DKI Jakarta Province which has responsibility for the residents of DKI Jakarta Province. This study aims to analyze the relationship and influence of local tax authority service quality on restaurant taxpayers in DKI Jakarta Province except for the Thousand Islands. The research approach uses mixed methods, namely the qualitative method using the semi-structured interview method to cross-check and help interpret the quantitative results and the quantitative method using a questionnaire that is processed through descriptive statistical tests, regression tests, and coefficient tests. The results of this study indicate that the quality of service by the local tax authority for restaurant taxpayers in DKI Jakarta Province except for the Thousand Islands can provide satisfaction to taxpayers. The research suggests that local tax authorities can maintain and improve service quality reliably, and responsively, serve with a heart and caring attitude and provide a more persuasive approach to advance the Provincial Government of DKI Jakarta and Indonesia so that the public who are taxpayers voluntarily undergo compliance. taxation as a form of contribution as a community living in the DKI Jakarta Province."

"Pajak merupakan tumpuan pemerintah dalam menjalankan roda pemerintahan. Dalam sistem pemungutan pajak berdasarkan self assessment system kepatuhan Wajib Pajak merupakan masalah penting bagi administrasi perpajakan suatu negara karena Wajib Pajak memiliki peluang untuk melakukan penghindaran pajak dengan melakukan perencanaan pajak. Tesis ini bertujuan untuk meneliti pengaruh pemahaman aspek-aspek perencanaan pajak terhadap kepatuhan Wajib Pajak. Hasil penelitian menunjukkan bahwa model regresi yang digunakan dapat lolos dari uji asumsi klasik. Penelitian ini berhasil mengidentifikasi bahwa pemahaman aspek-aspek perencanaan pajak yang berupa aspek formal dan material perencanaan pajak mempunyai pengaruh signifikan terhadap kepatuhan wajib pajak.

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Taxes are the foundation of the government in running the government. In the tax collection system based on self-assessment system of tax compliance is an important issue for a country’s tax administration because the taxpayer has the opportunity to make tax evasion with tax planning. This thesis aims to investigate the influence of understanding the aspects of tax planning to tax compliance.

The results showed that the regression model is used to escape from the classical assumption. This study identified that the understanding of aspects of tax planning in the form of formal and material aspects of tax planning has significant influence on taxpayer compliance."

"Dalam rangka mewujudkan penerimaan pajak yang optimal, diperlukan aparat perpajakan yang mampu dan handal dalam melaksanakan tugasnya serta kesadaran masyarakat wajib pajak untuk memenuhi kewajiban perpajakannya. Seiring dengan reformasi di bidang perpajakan, dimana sistem yang diterapkan di Indonesia adalah sistem self assessment dengan kepatuhan sukarela (voluntary compliance) sebagai penyangganya, yaitu wajib pajak diberi kepercayaan untuk menghitung, menyetor dan melaporkan sendiri semua kewajiban perpajakannya secara benar dan sesuai waktu yang ditentukan berdasarkan ketentuan perundangundangan perpajakan yang berlaku.Untuk mendukung sistem self assessment ini, sebagai konsekuensinya Direktorat Jenderal Pajak berkewajiban melaksanakan tugas penyuluhan secara intensif, menyelenggarakan tugas pelayanan perpajakan secara prima disertai tugas pengawasan atas pelaksanaan sistem ini dengan penerapan penegakkan hukum (law enforcement) secara adil (fair) dan konsisten.Mengingat tingkat kepatuhan wajib pajak merupakan salah satu faktor yang sangat penting dalam rangka pencapaian penerimaan pajak, maka penelitian terhadap kinerja pelayanan perpajakan dilihat dari tingkat persepsi atau kepuasan wajib pajak perlu diketahui. Hal ini dimaksudkan untuk mengetahui seberapa besar pengaruhnya (hubungannya) tingkat pelayanan pajak terhadap tingkat kepatuhan wajib pajak dalam memenuhi kewajiban perpajakannya.Penelitian dilaksanakan di Kantor Pelayanan Pajak Sidoarjo Barat dengan menggunakan sampel 100 Wajib Pajak Besar Tetap Badan, meliputi tahun pajak 2002 dan 2003. Metode penelitian yang digunakan melalui daftar pertanyaan (kuesioner) sebanyak 30 pertanyaan, dengan instrumen Servqual dari Zeithaml-Parasurahman-Berry sebagai indikator tingkat kepuasan wajib pajak melalui lima dimensi, yaitu: tangibles, reability, responsiveness, assurance, dan empathy.Hasil penelitian menunjukkan bahwa tidak terdapat pengaruh yang positif dan signifikan antara tingkat kualitas pelayanan dengan tingkat kepatuhan Wajib Pajak, walaupun ada sangat rendah sekali.Berdasarkan hasil penelitian tersebut, disarankan kepada Kantor Pelayanan Pajak Sidoarjo Barat untuk melakukan perbaikan dan peningkatan kualitas pelayanan perpajakannya disertai dengan perhatian terhadap tingkat kesejahteraan sumber daya manusia yang melaksanakan tugas pelayanan, agar tercipta pelayanan yang prima, konsisten dan berkesinambungan.

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In order to get an optimal tax revenue, there are needed a capable tax agencies who are able to perform their task and the taxpayer society to fulfill their tax duty. This is in conformity with the reformation in taxation in Indonesia, where the applied system is self assessment, supported by voluntary compliance, that is the taxpayers are being trusted to count, to pay and to report their tax obligations correctly and promptly in accordance with the current tax regulation.

As a consequence of supporting this self-assessment system, the Directorate General of Taxes has to give an intensive illumination, has to perform well in giving tax services, as well as to supervise the implementation of this system, along with the application of law enforcement consistently and in a fair way.

Considering that the obedience of taxpayers is one of the very important factors in order to reach the tax revenue, it is necessary to conduct the research to investigate the performance of tax agency in giving tax service. This research should be conducted to see the level of perception of the taxpayer?s satisfaction. It is meant to know the correlation between tax service given to taxpayers and their satisfaction in meeting their tax obligations.

The research has been conducted in The West Sidoarjo Tax Office, using 100 big permanent institution taxpayers as the sample, covering the tax year of 2002 - 2003. The method being used is questionnaire containing 30 questions. using the instrument of Servqual from Zeithaml-Prasurahman-Berry as indicator of the taxpayers satisfaction through 5 dimensions, that is: tangible, reability, responsiveness, assurance and empathy.

The research result shows that there is no positive and significance correlation between the service quality level and taxpayer's obedience level, although there is very low.

Based on the research result, it is suggested that The West Sidoarjo Tax Office improve and increase their taxation service quality as well as pay attention to the welfare level of human resources who do the service task, in order to create a good consistent and continuous service."

"Bertambahnya jumlah wajib pajak dari tahun ketahun namun pertambahan jumlah wajib pajak tersebut tidak diimbangi dengan kepatuhan wajib pajak dalam membayar pajak. Masalah kepatuhan menjadi kendala dalam pemaksimalan penerimaan pajak. Penelitian ini mengkaji tingkat kepatuhan wajib pajak orang pribadi dalam memenuhi kewajiban perpajakanya dengan menggunakan beberapa variabel bebas seperti persepsi wajib pajak pada kualitas pelayanan fiskus dan sanksi denda. Tujuan penelitian ini untuk mengetahui pengaruh Kualitas pelayanan fiskus dan sanksi denda terhadap kepatuhan wajib pajak. Metode yang digunakan dalam penelitian ini adalah kuantitatif. Teknik pengumpulan data yang digunakan adalah dengan metode survei dengan menggunakan media kuesioner dan studi pustaka. Analisa dilakukan dengan menggunakan teknik analisis regresi berganda. Berdasarkan hasil analisis yang dilakukan maka diperoleh kesimpulan bahwa persepsi wajib pajak pada kualitas pelayanan fiskus dan sanksi denda memeiliki pengaruh positif dan signifikan terhadap kepatuhan wajib pajak.

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The number of tax payers is increase for years. But, it is not balanched with the level of tax compliance. The compliance problem bepmes on obstacle in optimizing the tax revenue. This study examines the level of compliance of individual tax payers of using several independent variabbles such a the perception of tax payers on quality service tax authorities and tax penalties. The purpose of this study was to determine the influence of the quality service tax authorities and tax penalities against individual taxpayer compliance.

The method used in this study is quanttative. The data collection techniques are survey method with quetionnaires and literature. Data analysis techniques used in this study is the technique of multiple regression analysis.

Based on the results of the analysis undertaken concluded that perception of tax payer on quality servisce tax authorities and tax penalties have a positive adn significant impact on tax payers comliance."

"This writing is aimed to describe how is the role of Account Representative (AR) in increasing tax servicing and the Taxpayer compliance after the implementation of Modem Taxation Administration System (SAPM). In this research is explained background/basic thinking of SAPM implementation at Foreign Investment Tax Office Four, for realizing the highest level of voluntary compliance, the conviction level against high taxation administration and high productivity of taxation agency. The implementation of Modem Taxation Administration System was started with the change of organization structure and taxation information system technology. Organization structure was designed based on the functions of covering servicing, inspection, supervision, collecting, objection functions, based on tax type as determined before. The most prominent change element is the establishment of Account Representative position (AR) who is responsible for servicing and supervising Taxpayer compliance. AR becomes connector between tax office and Taxpayer who is responsible for submitting taxation information effectively and professionally.

In this thesis writing is used descriptive method with qualitative and quantitative approaches, a method to uncover conditions and factual problem happened in this time. Based on said method, the research in this writing would be focused to analyze the role of AR in increasing servicing and Taxpayer compliance at Foreign Investment Tax Office Four after SAPM implementation.

The research result indicated that the role of AR in SAPM implementation at Foreign Investment Tax Office Four is very dominant and influence servicing to Taxpayer. With the existence of AR as Liaison Officer between Tax Office and Taxpayer in creating servicing and inspection functions against tax compliance becoming more effective. Even though there is some settlement of Taxpayer application out of time, but based on research, the said delay is largely caused by the lack of Taxpayer understanding level concerning the order, procedure and formal completeness which should be provided when requesting application to Foreign Investment Tax Office Four.

The role of AR in increasing Taxpayer compliance in submitting annual SPT 2004 with SPT electronic application is not optimal yet. Based on this research, many obstacles were faced by AR in executing socialization and e-SPT training against Taxpayer causing the level of Taxpayer to use e-SPT application is still low.

In order that SAPM can be done optimally for increasing tax servicing and Taxpayer compliance in submitting annual SPT at Foreign Investment Tax Office Four, can be done various efforts, with increasing the role of Account Representative (AR) in inspecting and giving taxation information to Taxpayer, maximizing the application of Sl-DJP with conducting the completing of the available system in this time, as well reconstruction and increase Human Resources quality in Foreign Investment Tax Office Four followed by the increase of moral quality in the event of developing awareness for increasing servicing to Taxpayer. With awarding good servicing to Taxpayer is expected can increase also the voluntary Taxpayer compliance, so that Foreign Investment Tax Office Four can maximize duties in the event of state income from tax sector."

"Penelitian ini bertujuan untuk mengetahui hubungan dan pengaruh sistem informasi perpajakan yang memadai terhadap kepatuhan wajib pajak dan penerimaan pajak.Penelitian ini dilakukan di Lingkungan KPP Badora I, pada bulan Mei 2006 dengan sampel 115 Wajib Pajak Badan yang diambil secara acak dari 910 Wajib Pajak atau +1- 2% dari populasi.Instrumen untuk menjaring data Sistem Informasi Perpajakan (Y1) dan Kepatuhan Wajib Pajak (X1) adalah kuesioner model skala likert sedangkan data penerimaan pajak (Y2) adalah data sekunder yang diperoleh langsung dari KPP Badora 1.Analisis data dilakukan secara kuantitatif dengan dua teknik analisis statistika yang akan digunakan dalam penelitian ini, yaitu Analisis Regresi dan Uji Perbedaan Mann-Whitney. Teknik analisis regresi digunakan untuk mengetahui dan memprediksi pengaruh Sistem Informasi Perpajakan terhadap Kepatuhan Wajib Pajak dan Penerimaan Pajak, sementara Uji Perbedaan Rata-Rata Mann-Whitney digunakan untuk mendeteksi apakah terdapat perbedaan antara tingkat penerimaan Pajak Kantor Pelayanan Pajak Badan dan Orang Asing (KPP Badora 1) antara sebelum digunakannnya sistem komputerisasi dan setelah digunakannya sistem tersebut. Interpretasi hasil analisis data menggunakan signifikansi a 5%.Hasil analisis regresi menunjukkan bahwa terdapat hubungan yang signifikan antara penerapan sistem informasi perpajakan dengan kepatuhan Wajib Pajak yaitu sebesar 0,653. Sedangkan besar pengaruh dari penerapan sistem informasi perpajakan terhadap kepatuhan Wajib Pajak adalah sebesar 42,6%. Persamaan regresi liniernya Y = 25,23 I + 0, 538X.Hasil pengujian Mann-Whitney menunjukkan bahwa tidak terdapat perbedaan yang signifikan antara penerimaan pajak sebelum dan sesudah penerapan sistem informasi perpajakan yang berarti bahwa penerapan sistem informasi perpajakan tidak mempengaruhi secara signifikan terhadap penerimaan pajak.Berdasarkan hasil penelitian ini dapat dinyatakan bahwa pengaruh sistem informasi perpajakan memberikan sumbangan yag berarti terhadap kepatuhan wajib pajak dan penerimaan pajak khususnya di KPP Badora 1Dengan demikian diharapkan bahwa untuk meningkatkan kepatuhan wajib pajak dan penerimaan pajak diperlukan sistem informasi pajak yang baik pula.

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This research aim to know about relation and influence of adequate taxation information system to compliance of taxpayer and tax income.

This research is conducted by in Environment of KPP Badora I, in May 2006 with sampel 115 (one hundred and fifteen) Corporate Taxpayer at random from 910 (nine hundred and ten) Corporate Taxpayer or (+I-) 12% from research population.

Instrument to get Information System Taxation data ( Y1) and Compliance of Taxpayer (X1) [is] questioner model scale of likert and Income Tax data ( Y2) is second data that obtained from KPP Badora I. Data analysis is done quantitatively with two technique of statistic analysis to be used in this research, that is Analysis of Regression and Test Difference of Mann-Whitney. Regression analysis technique is used to know and prediction of influence of Taxation Information System to Compliance of Taxpayer and Income Tax, whereas Test Difference of Mean of Mann-Whitney used to detect what is there are difference of KPP Badora 1 tax income between before and after using computerize system. Interpretation result of data analysis use significant amount 5%.

Result of Regression analysis indicate that there are significant relation between applying of taxation information system and compliance of Taxpayer that is equal to 0,653. Influence of applying of taxation information system to compliance of Taxpayer [is] equal to 42,6%. Formula of linear regression Y = 25, 231 + 0, 538X.

Examination Result of Mann-Whitney indicate that there are not the significant difference between before and after using taxation information system is meaning that applying of taxation information system do not influence by significant to tax income.

Based on result of this research can be expressed that influence of taxation information system give contribution to compliance of taxpayer and KPP Badora I Tax Income.

Thereby we expected that to increase compliance of taxpayer and tax income needed [by] good tax information system also."