Quality Of Motor Vehicle Tax Services Through The Sambara Application System In Bandung Regency

Rahma Triadi (1) , Tati Sarihati (2)
(1) Universitas Langlangbuana,
(2) Universitas Langlangbuana
https://doi.org/10.53675/icosei.v1i1.1481
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Terbitan
Vol 1 No 1 (2025)
Telah diserahkan
2025-08-15
Diterbitkan
2025-10-07
PDF (Inggris) Abstrak (Inggris)

Abstrak

Motor Vehicle Tax (PKB) is one of the main sources of Regional Original Income (PAD) that supports development and public services. The West Java Provincial Government through the Regional Revenue Agency (Bapenda) developed the West Java Samsat Mobile (SAMBARA) application as a digital solution to improve the quality of PKB payment services. This study aims to analyze the quality of SAMBARA application services in Bandung Regency using the E-GovQual theory approach which includes aspects of ease of use, trust, reliability, environmental interaction functions, content and appearance, and community support. The research method used is a qualitative approach with a case study method. Data were collected through interviews, observations, and document analysis of application users, Samsat officers, and related officials from the West Java Bapenda. The results of the study show that although the SAMBARA application has provided convenience in paying vehicle taxes online, there are still several obstacles faced by users, such as inconsistencies in vehicle data, limited interactive features, and low socialization and education for the community. These findings indicate the need for optimization of the application system, improvement of technological infrastructure, and more effective socialization strategies to increase the level of adoption and user satisfaction. With continuous improvement, it is hoped that the SAMBARA application can become a more effective innovative solution in supporting the digitalization of motor vehicle tax services in Bandung Regency.

Penulis

Rahma Triadi
Universitas Langlangbuana image/svg+xml
Tati Sarihati
Universitas Langlangbuana image/svg+xml

Cara Mengutip

Quality Of Motor Vehicle Tax Services Through The Sambara Application System In Bandung Regency. (2025). Proceeding International Conference On Sustainable Environment And Innovation (ICOSEI), 1(1). https://doi.org/10.53675/icosei.v1i1.1481

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