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"PT. XYZ merupakan suatu usaha bisnis yang bergerak dalam bidang business center/service office. Sebagai salah satu organisasi paling unggul dalam bidangnya di Indonesia, XYZ memiliki tantangan tersendiri untuk dapat memberikan kualitas pelayanan yang lebih baik daripada para pesaingnya yang memiliki usaha sejenis. Salah satu jenis layanan yang merupakan unggulan adalah dari sisi teknologi informasi, terutama dalam bidang infrastruktur. Dengan beraneka ragam kebutuhan dari para klien yang memanfaatkan infrastruktur tersebut maka diperlukan suatu solusi yang efisien dan tepat guna yang dapat memenuhi kebutuhan-kebutuhan tersebut. Infrastruktur ini juga harus dapat memenuhi aspek-aspek kunci seperti security, reliability dan user friendly. Semua aspek ini harus dipenuhi agar dapat memberikan kepercayaan kepada klien dalam memanfaatkan jasa teknologi informasi yang tersedia. Penelitian yang dilakukan dalam tesis ini melingkupi sisi teknologi informasi secara keseluruhan terhadap infrastruktur yang diterapkan pada PT. XYZ. Tujuan hasil penelitian tesis ini adalah untuk menganalisis hal apa saja yang dibutuhkan untuk menyediakan layanan teknologi informasi dalam suatu service office untuk kegiatan internal maupun dari sisi klien pengguna dan apabila memungkinkan dapat ditemukan suatu solusi tambahan yang dapat meningkatkan kemampuan dari jenis layanan tersebut.

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PT. XYZ is a business model that moves in the business center / service office area. As one of the leading organisation of its kind in Indonesia, XYZ must answer to the challenge in providing a better quality of service compared to its competitors that competes in the same area. One of its main product is the information technology, notely its infrastructure. With so many different requirement from its client that uses the infrastructure, it will need a solution that is efficient and effective but still able to cope with most of the requirement itself. This infrastructure must also consider some of the key aspects such as security, reliability and user friendliness. All of this aspect must be fulfilled so that it can gain the clients trust in using the provided IT infrastructure. The research on this Thesis covers the information technology side as whole compared to the infrastructure architecture that is used in PT. XYZ. The target of this thesis research is to analyse everything that is needed to provide information technology service in a service office wether it is for the internal or for the client, and if possible to find an additional solution that can improve the service."

"Latar belakang penelitian ini muncul dari kenyataan, bahwa dalam sistem keorganisasian pegawai negeri sipil diatur berdasarkan peraturan tentang kepegawaian. Sistem ini di dalamnya tercakup peraturan tentang kepangkatan/golongan dan jabatan pegawai negeri sipil. Sistem pegawai negeri sipil tersbut mengatur aturan tata kerja pada unit-unit kerja dalam organisasinya untuk berbagai keahlian, sehingga tugas setiap pegawai negeri dalam jabatan tertentu dapat dikelompokkan, seperti jabatan struktural dan jabatan fungsional.Sehubungan dengan sistem organisasi pegawai negeri yang telah disebutkan di atas, baik itu sistem kepangkatan/golongan atupun jabatan, pada dasarnya berhubungan langsung dengan pekerjaan. Selain itu diatur pula tata cara pembagian kerja dalam struktur pegawai negeri sipil bertujuan atau dirancang untuk mencapai kinerja tertentu. Tujuan pekerjaan (job) biasanya bersifat ideal dan realistis.Hasil penelitian menunjukkan, bahwa adanya korelasi antara pengembangan karir dan pemberdayaan karyawan terhadap kepuasan kerja pegawai, di lingkungan Dinas Dikmenti DKI Jakarta.Selain itu dari hasil penelitian ditemukan juga pertama, bahwa sebagian besar pendidikan pegawai di lingkungan Dinas Dikmenti berpendidikan S1 dan 82 yang umumnya bergolongan III dan IV yang rata-rata sudah bekerja 15 tahun ke atas. Kedua, sebagian besar pegawai di lingkungan Dinas Dikmenti memiliki kepuasan kerja tinggi. Ketiga, sebagian besar pegawai di lingkungan Dinas Dikmenti setuju ada pengembangan karir, baik pada jabatan fungsional maupun pada jabatan struktural. Keempat, sebagian besar pegawai di lingkungan Dinas Dikmenti setuju atas pemberdayaan karyawan, baik pada jabatan fungsional maupun pada jabatan struktural, Kelima, penelitian ini menunjukkan adanya korelasi antara pengembangan karir dan pemberdayaan karyawan terhadap kepuasan kerja karyawan di lingkungan Dinas Dikmenti DKI Jakarta. Keenam, bahwa penelitian ini ternyata tidak terdapat perbedaan antara kepuasan kerja jabatan fungsional dan jabatan struktural.Berdasarkan hasil temuan ini disarankan, untuk meningkatkan kepuasan kerja karyawan di lingkungan Dinas Dikmenti perlu ada upaya dari pimpinan memberikan kebebasan dan kesempatan baik karyawan yang memiliki jabatan fungsional maupun jabatan struktural untuk melaksanakan pekerjaan sesuai dengan kemampuan dan harapan mereka.

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The background of this research starts out of the fact that in an organizational system, civil service is regulated based on the personnel regulations. The system includes regulations about rank/grade and civil service position. The civil service system regulates rules of procedures in each working unit in their organization for various skills. Therefore the tasks of each civil service in certain jobs can be classified into structural and functional positions.

In relation with the aforementioned civil service organizational system, both systems of rank/grade and position are basically directly related with the jobs. Apart from that the procedures of jobs distribution in the structure of civil service are regulated with the purpose of achieving certain performance. The purpose of the jobs is usually idealistic and realistic.

The results of the research show that there is a correlation between career development path and personnel empowerment towards personnel work satisfaction in service office of dikmenti, special province of Jakarta.

Besides, the results of the research also find that firstly majority of the personnel education level in this office is strata one and masters degree, which means that they are generally in grades III and 1V with an average of above 15 years of service. Secondly, majority of the personnel in this office has high jobs satisfaction. Thirdly, majority of the personnel in this office agrees that there is career development path, both in structural and functional positions. Fourthly, majority of the personnel in this office agrees that there is personnel empowerment, both in structural and functional positions. Fifthly, the research shows that there is a correlation between career development path and personnel empowerment towards personnel work satisfaction in service office of dikmenti, special province of Jakarta. Sixthly, the research also shows that there is no difference between work satisfaction of structural and functional positions.

Based on these results, it is suggested that to increase the personnel work satisfaction in service office of dikmenti, it is necessary for the management to make some efforts to give the freedom and opportunity to those in structural and functional positions to carry out the jobs in line with their competency and hopes."

"Income Tax Born By The Government On Worker's Income From His Or Her Work (Case Study at Foreign Investment Tax Service Office Four)The policy on Income Tax that is born by the government is established in connection with the manpower issues and agreement made by and between the government and labor unions and entrepreneur association. The author is interested in studying how tax exemption in respect of part of the income should be given to the workers so that it is not in violation of the prevailing laws and satisfies the principles of justice.

The tax base is calculated by subtracting the total amount of taxable income (gross income) with permitted deductions. Common permitted deductions are deductible expenses, namely costs spent to earn income, and personal exemption, that is the cost spent to satisfy the minimum living needs.

Type of the research used in the preparation of this writing is descriptive analysis and the data gathered through interview with the officers of the Directorate General of Tax, tax consultants, taxpayers that are registered with Foreign Investment Tax Service Office Four, as the persons deducting tax from the workers' income. The research of secondary data was conducted through library, tax laws and regulation and other research.

The result of the research indicates that the statutory provisions that have retroactive effect as in the case with Government Regulation Number 47 of 2003 can bring difficulties to the tax deductors so that the tax deductors tried to deal with such difficulties by making false reports for the purpose of tax payment.

The statutory provisions on exemption of part of income from tax contain rules that are against the principles of justice. The exemption of part of income from tax must be applied to all taxpayer taking into account the minimum living need and principles of tax withholding.

xiii + 137 pages + 8 tables + 9 appendices

Bibliography : 35 books, 16 laws and regulations, 5 articles /scientific works /seminar papers from year 1942 up to 2004."

"The effective tax enforcement through tax audit can not be done in the low compliance of tax payers, which in turn weaken the self assessment itself, where tax payers tend to disobey the tax duties. This will result the decreasing of tax revenue. On contrary, the good and proper guidance and enforcement will result the high degree if tax compliance which will increase the tax revenue.

The role of tax audit as law enforcement tool should be optimized. Optimization consist not only from the revenue aspect, but also the existence of completion of system, procedure, administration and also tax audit procedures for continuous improvement to perfection. So that optimized service aspects to taxpayer is expected to be established.

As told by experts, that main problem in developing countries in taxation fund mobilization is not formulation of policy but more to the implementation. The problem lay in less successful of administrator to implement the policy.

The high importance of taxation administration support so that is it can be said that main clauses for the efficacy of taxation reform is adjustment of tax administration in line with accelerating change of tax system. The more progressively effective tax administration hence the more progressively attainment of the intention of policy of tax.

Based on the situation, hence writer interest to conduct research in this thesis. Intention of this research is to study, analyzing, and proving what is there are influence between tax audit and repair of administration to compliance of Taxpayer and revenue of tax at tax service office (KPP) Jakarta Tambora.

This Research object is tax service office of Jakarta Tambora. Method Research design covers data collecting technique and technique analyze data given questionnaire which have been prepared before all to Taxpayer which enlist in KPP Jakarta Tambora. And also sampling technique the used is simple random sampling equal to 5 % from Taxpayer Income Tax ( PPh) coorporate which enlist in the KPP that is: 105 Taxpayers, of population of is the amount of Taxpayers of PPh corporate counted 2028.

This Research result can be made input for functionary in environment work of Directorate General Tax (DJP), as a guidance for policy making and decision making required to improve compliance and reach revenue goals tax service office.

From this research result, which based on value test of significance, hence improvement of compliance execute obligation of tax can be conducted by implementation of the efforts as following:

1. Analyse continuously, as reference in determining tax audit criteria which decanted in Policy of Tax audit.

2. Continue to develop and enlarge Tax Network , capable to dig and create new tax potencies.

3. Improving service to Taxpayer through the efforts repair of taxation administration ( administrative reform).

Suggestion for further research is to apply result of this research for other tax service offices in Jakarta as a mean to improve compliance of Taxpayer in the effort reaching revenue plan of the tax."

"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"

"Tax is one of source of national revenue. Target and realization of national tax revenue increased year by year. Directorate General of Taxes implemented taxpayer extensive activity as an effort to increase tax revenue. In this way, the first result is adding the number of taxpayer, and later will increasing the number of tax revenue significantly.

This research is doing to evaluate the taxpayer extensive activity as an effort to increase tax revenue at Tax Service Office (KPP) Jakarta Kelapa Gading. KPP Jakarta Kelapa Gading is taken as a research object because the increasing target of tax revenue and number of new taxpayer significantly year by year. Also in working area of KPP Jakarta Kelapa Gading could be seen that economic infrastructures and real estates growth rapidly.

The objectives of this research are knowing the procedures of taxpayer extensive activity at KPP Jakarta Kelapa Gading, explaining and analyzing the implementations of taxpayer extensive activity in order to get the certain objectives, explaining the problems that appears in this activity and analyzing the efforts to handle them.

Descriptive analysis method is used in this study. Collecting data is doing by library research and field research by interviewing the competent informant.

This study concluded that taxpayer extensive activity has done according to the rules. The increasing target of new taxpayer and tax revenue from new taxpayer could be reach. But the compliance level of taxpayer is still low because only a few of new taxpayer that paying and reporting tax to KPP Jakarta Kelapa Gading.

In implementation of taxpayer extensive activity in KPP Jakarta Kelapa Gading officials found some problems, but they have done some efforts to handle it. If taxpayer extensive activity could be done as goad as possible and supported by relationship institutes, we hope that the number of new taxpayer could increase followed by increasing tax revenue and tax compliance from the new taxpayers."

"Reformasi administrasi melalui pembentukan administrasi perpajakan modern pratama merupakan kelanjutan sekaligus duplikasi dari administrasi perpajakan modern sebelumnya, yaitu sistem administrasi perpajakan modern yang diterapkan di kantor pajak wajib pajak besar dan madya (large and medium taxpayer office). Namun demikian, administrasi pajak modern pratama memiliki perbedaan karakteristik dibanding yang lainnya. Perbedaan tersebut terletak pada prosedur kerja, jenis pajak yang diadministrasikan, wilayah kerja dan basis wajib pajak. Perbedaan-perbedaan tersebut berimbas pada perbedaan struktur organisasi, beban kerja dan pengukuran kinerja. Karena itu, walaupun reformasi administrasi perpajakan dinilai berhasil, namun efektivitas reformasi administrasi perpajakan melalui pembentukan administrasi perpajakan modern pratama belum pernah dievaluasi secara objektif. Tujuan utama setiap reformasi administrasi adalah mewujudkan keadaan yang lebih baik bagi semua pihak yang berkepentingan. Dalam administrasi perpajakan, keadaan yang lebih baik tersebut ditandai dengan peningkatan kepatuhan wajib pajak. Karena itu, pengukuran efektivitas suatu administrasi perpajakan sebaiknya dilakukan secara menyeluruh, bukan secara parsial, misalnya berdasarkan realisasi penerimaan pajak semata. Berdasarkan teori organisasi, pengukuran efektivitas yang paling tepat, menyeluruh dan integratif adalah pendekatan konstituensi strategis. Pendekatan ini mempertimbangkan semua pihak yang berperan penting dalam menentukan efektivitas administrasi perpajakan. Dalam penelitian ini, konstituen yang memiliki kepentingan strategis adalah pemerintah, pegawai dan wajib pajak. Efektivitas administrasi dari perspektif pemerintah diukur berdasarkan kemampuan administrasi perpajakan merealisasikan penerimaan pajak, meningkatkan kepatuhan wajib pajak, dan kinerja atau efisiensi administrasi secara umum. Sedangkan dari perspektif pegawai dan wajib pajak, efektivitas administrasi diukur berdasarkan tingkat kepuasan masing-masing konstituen. Hasil penelitian menunjukkan bahwa dari perspektif pemerintah dan pegawai, reformasi administrasi telah berjalan secara efektif. Sedangkan dari perspektif wajib pajak, reformasi administrasi belum berhasil memenuhi kepuasan wajib pajak. Hal ini ditandai oleh tingkat kepuasan wajib pajak terhadap kualitas pelayanan Kantor Pelayanan Pajak Pratama Jakarta Gambir Dua yang masih jauh dari ekspektasi dan lebih rendah dibanding tingkat kepuasan wajib pajak di kantor pajak wajib pajak besar. Reformasi yang hanya efektif dari perpektif pemerintah dan pegawai tersebut menandakan bahwa administrasi pajak setelah reformasi masih cenderung menggunakan pendekatan enforcement daripada peningkatan pelayanan. Hal ini juga menunjukkan pembentukan administrasi perpajakan modern pratama baru sekadar pembenahan internal Direktorat Jenderal Pajak. Kepatuhan sukarela yang merupakan tujuan utama reformasi administrasi perpajakan bisa diwujudkan jika administrasi pajak berhasil menekan biaya kepatuhan melalui peningkatan kualitas pelayanan. Karena hasil penelitian menunjukkan bahwa Kantor Pelayanan Pajak Pratama Jakarta Gambir Dua gagal memberikan pelayanan yang memenuhi kepuasan wajib pajak, maka secara keseluruhan dapat disimpulkan bahwa efektivitas reformasi administrasi perpajakan melalui pembentukan administrasi perpajakan modern pratama masih rendah.

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Administrative reform through the establishment of pratama modern tax administration is an extension and a duplication of previous modern tax administration, namely modern tax administration system that successfully applied in large and medium taxpayer office. Pratama modern tax administration, however, has different characteristic than the others. The differences lie in its work procedure, its type of the tax that must to be administered, its work regional, and its taxpayer basis. The differences have effect on organization structure, workload, and performance measurement. Therefore, although tax administration reform is claimed as success achievement, the effectiveness of tax administration reform through establishment of pratama modern tax administration is never been evaluated objectively before. The main goal of administrative reform is a better condition for all stakeholders. In tax administration, the better condition lies on the improvement of taxpayer compliance. Therefore, effectiveness measurement on tax administration should be done on comprehensive approach, not partially, base on tax revenue only, for instance. Base on organization theory, strategic constituency is the most appropriate, comprehensive and integrative approach in measurement the effectiveness. The approach is take of all actors that have important role in determining the effectiveness of tax administration into account. In this study, the constituent that have strategic interest are government, staff/officer, and taxpayer. Administration effectiveness from government perspective is measured base on the achievement of the tax administration on collect money to treasury, improvement in tax compliance and performance or efficiency of the administration generally. From staff and taxpayer point of view, administration effectiveness is measured base on their satisfaction level respectively. The study finds that from government and staff perspective, the administrative reform is running effectively. But from taxpayer point of view, the administrative reform has not fulfilled their satisfactions yet. It is shown by the level of taxpayer satisfaction on the service quality of KPP Pratama Jakarta Gambir Dua that is far below their expectations and it is lower than the level of taxpayer satisfaction at large taxpayer office (LTO). The administrative reform that is effective from the government and staff perspective only, shows that post-reform tax administration is tend to applying enforcement approach rather than improving service quality. In addition, it is shows that the establishment of pratama modern tax administration is just internal improvement of Directorate General of Taxation (DJP). Voluntary compliance, that is main goal of tax administration reform, can become into real if tax administration success in minimizing compliance gap through improving service quality. Base on the result of the study that KPP Pratama Jakarta Gambir Dua fails in delivering excellent service to meet the taxpayer satisfaction, then, generally it can be said that the effectiveness of tax administration reform through establishment of pratama modern tax administration is low."

"Dewasa ini belum tersusun standar kualitas pelayanan minimal (yang Baku) di Dinas-divas Pemerintahan Daerah. Kenyataan ini memacu penelaahan peningkatan kinerja pelayanan instansi Pemerintah Daerah. Sampai dengan saat ini UPT Pusat Perkayuan dalam kegiatan pembinaan dan pelayanan kepada masyarakat belum dikombinasikan dengan mutu teknologi yang tepat, kesederhanaan birokrasi, kerapihan dokumentasi dan tenaga ahii yang terampil, sehinga dapat beroperasi secara optimal. Agar UPT Pusat Perkayuan dapat berhasil dalam mengemban tugas pokoknya dalam pembinaan dan pelayanan terhadap masyarakat, maka perlu diketahui persepsi pelanggan tentang kualitas pelayanan pada UPT Pusat Perkayuan Dinas Pertanian dan Kehutanan Propinsi DKI Jakarta yang diharapkan dapat mangantisipasi permasalahan-permasalahan dan aspek lainnya yang sesuai dengan perkembangan saat ini dan kondisi usaha perkayuan pada masa yang akan datang. Untuk mengukur kualitas pelayanan digunakan metode servqual (Zeithaml, 1990:175) berupa 22 pernyataan yang terdiri dari variabel-variabel : tangibility (wujud penampilan), reliability (kehandalan), responsiveness (daya tanggap), Assurance (keyakinan alas pelayanan), empathy (kepedulian). Pelayanan prima atau pelayanan berkualitas identik dengan service quality. Service quality dapat diketahui dengan cara membandingkan persepsi para pelanggan atas pelayanan yang nyata-nyata diterimaldiperoleh (perceived service) dengan pelayanan yang diharapkan (expected service). Dalam penelitian ini penghitungan tingkat kepuasan dilakukan dengan dua cara, yaitu Penghitungan tingkat kepuasan dengan menggunakan analisis gap dan Penghitungan tingkat kepuasan menggunakan persentase (%). Kesenjangan antara harapan dengan kenyataan, yang paling tinggi terdapat pada dimensi Assurance terutama pada pengetahuan (Knowledge) petugas layanan dan yang paling rendah adalah pada dimensi Tangible didukung oleh tingginya tingkat kepuasan antara fasilitas fisik dengan jenis layanan yang disampaikan. Agar tujuan UPT Pusat Perkayuan dapat tercapai, maka manajemen UPT Pusat Perkayuan disarankan agar segera meningkatkan kualitas sumber daya manusia secara terencana, bertahap dan berkesinambungan, pembenahan sumber daya manusia agar menghasilkan SDM yang berkualitas dan berdisiplin tinggi. Disarankan pula agar memperhatikan perkembangan teknologi terbaru, serta dilakukan perbaikan dan peremajaan mesin yang sudah tua/rusak dan disusun program pemeliharaan dan perawatan mesin secara berkala dan sistematis.

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Nowadays there is no standard of minimum service quality in the provincial government service offices. This fact accelerates study of service performance improvement in the provincial government institutions. Until now the Technical Implementation Unit of Logging Center in its extension programs and ifs service activities to the society have not yet combined with the accurate technological quality, simplicity of bureaucracy. well-documented tiles and skilled experts in order to be able to operate optimally. To succeed in implementing its main tasks, i.e. extension programs and public service provisions, the Technical Implementation Unit of Logging Center in Agriculture and Forestry Service Office in the Special Territory of the Capital City of Jakarta needs to know the customers' perceptions about its service quality. With this knowledge it is expected to be able to anticipate problems and other aspects in accordance with the progress and logging business conditions in the future. To measure the service quality the writer uses SERVQUAL method (Zeithmal, 1990:175) in a form of statements consisting of such variables as tangibility, reliability, responsiveness, assurance. emphaty. The service quality is identical with service excellence. The service quality can be identified by way of comparing customers' perception over perceived service and expected service. In this research the calculation of satisfactory level is conducted in two ways. that is. the calculation of satisfactory level using gap analysis and the calculation of satisfactory level using percentage. The highest score of the gap between expectation and reality is in assurance dimension especially in the knowledge of the service provider officials and the lowest one is in tangible dimension supported by high rates of satisfactory level between physical facilities and the types of services provided in order to accomplish the objective of the Technical Implementation Unit of Logging Center, it is suggested that the management should improve the human resources quality in a planned, gradual and continuous manner. In other words, the human resources development can create qualified and disciplined human resources. It is also recommended to keep up with the advancement of technology by repairing damage machines and replacing the old ones and designing maintenance mechanism periodically and systematically."

"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."

"Salah satu fungsi utama bank umum adalah sebagai intermediasi. Nasabah penyimpan memanfaatkan jasa bank untuk menyimpan dana sedangkan debitur memanfaatkan jasa bank untuk mendapatkan dana pinjaman. Transaksi simpan-pinjam di perbankan (bank konvensional) termasuk transaksi yang dikecualikan dari pengenaan Pajak Pertambahan Nilai padahal kebijakan pengecualian pengenaan Pajak Pertambahan Nilai dalam sektor keuangan ini dapat menyebabkan distorsi dalam perekonomian. Beberapa metode pendekatan untuk mengenakan PPN pada sektor perbankan pernah dikemukakan, salah satunya adalah metode reverse charging yang dikemukakan Howell H. Zee.Tujuan penelitian adalah untuk meiakukan evaluasi atas kemungkinan diterapkannya teori 'reverse charging' dalam transaksi simpan-pinjam di perbankan. Metodologi penelitian yang digunakan adalah Metode Deskriptif Kualitatif yaitu melakukan penelitian alas transaksi simpan-pinjam yang dilakukan di bank konvensional. Dari beberapa literatur, ada beberapa hal yang mendasari dilakukannya exemption atau pengecualian atas pengenaan Pajak Pertambahan Nilai pada sektor jasa keuangan salah satunya adalah masalah kompleksitas administrasi. Untuk mengetahui ada tidaknya nilai tambah pada aktivitas simpan-pinjam di perbankan nasional, dilakukan pengkajian mengenai definisi 'Nilai Tambah' dalam transaksi simpan-pinjam di bank konvensional dikaitkan dengan Legal Character dari PPN.Metode pendekatan untuk pengenaan PPN pada transaksi simpan-pinjam dimulai dari dasar pemikiran penggunaan metode cash flow. Inti dari metode Cash Flow ini adalah memperlakukan anus kas yang terjadi pada transaksi keuangan sama seperti transaksi non-keuangang (arus kas masuk adalah penjualan, arus kas keluar adalah pembelian). Pemikiran dan usulan metode untuk pengenaan Pajak Pertambahan Nilai pada sektor perbankan mengalami perkembangan. Dimulai dari metode Arus Kas , metode reverse Charging dan yang terakhir metode Modified Reverse Charging. Konsep metode reverse charging adalah mengalihkan tanggungjawab untuk memungut PPN dari nasabah penyimpan ke bank. Pada umumnya usulan metode pengenaan PPN masih mengkaitkan antara nasabah penyimpan dengan debitur padahal faktor tersebut yang menjadi penyebab kompleksitas administrasi pengenaan PPN.Besarnya prosentase PPN dari sektor perbankan (untuk transaksi simpan-pinjam) sama seperti prosentase PPN pada transaksi lainnya (saat ini 10%). Alas PPN 10% tersebut kemudian dibebankan kepada nasabah penyimpan dan debitur dengan porsi tertentu. Porsi yang dibebankan kepada debitur lebih besar dibandingkan porsi yang dibebankan ke nasabah penyimpan karena jasa yang diberikan bank kepada debitur lebih besar daripada yang diberikan kepada nasabah penyimpan.

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Main function of a banking sector is an intermediary. The bank-funding customer will need bank to deposit their money while the debtor will borrow the money from the bank. Bank transactions is exemption from Value Added Tax (VAT) charging, whereas the exemption policy of VAT on this financial sector shall cause distortion in economic. Some approaches method to charge VAT on banking sector has ever been presented, one of the methods is ?reverse charging?, which presented by Howell H. Zee.

The aim of the thesis is to evaluate probability of implementing the theory of reverse charging in banking sector. Therefore the research method was conducted through Qualitative Descriptive Method and the object of the research are loan and saving transaction in commercial bank. From some literatures, there are several reason stipulated due to the exemption on VAT in Financing Service including banking sector. Value added in bank transaction was discussed many times. Is there any value added in banking sector? To answer the question we have to understand the meaning of terminology 'value added' and 'value added' in banking sector. Approaching method to charge VAT on banking sector especially on Loan and Saving activity is begun from the logical basic of using cash flow method.

The essence of 'cash flow' method is treating the flow of cash same as transaction in non-banking sector (cash in-flow treated as Sales and cash out-flow treated as purchases). Method and theory to charge VAT on banking sector has developed. Starting from cash flow method with Tax Calculation Account' (TCA). Using truncating then developed this TCA method. Zee (2005) proposed a new approach for charging VAT in banking sector using "Reverse Charging" Method before modified it by "Modified Reverse Charging" method.

The major idea of 'reverse charging is to shifting the obligation to collect the VAT from bank customer (funding customer) to the bank. Background of the idea was because there is many number of the bank-funding customer and a lot of them is a non tax- register. VAT rate from banking sector shall be same as the VAT rate in other industry (10%). And shall be charge to both side of bank customer (funding customer and debtor)."