Analysis of User Experience on the Vehicle Blocking and Progressive Tax Payment Services at the SAMSAT Binjai Office

Sri Wahyuni, Virdyra Tasril, Muhammad Iqbal

Abstract


The existence of an e-service system at the SAMSAT office is expected to increase efficiency and facilitate users in accessing vehicle blocking and progressive tax payment services. However, the implementation of this new system needs to be evaluated to understand the user experience in using the system. This study aims to analyze user experience on the e-service system at the SAMSAT office, particularly related to the process of vehicle blocking and progressive tax payment. The research method used is a survey and in-depth interviews with sample users who have utilized the e-service system at the SAMSAT office. The data collected includes the level of satisfaction, ease of use, process efficiency, and perception of system security. Data analysis is carried out quantitatively and qualitatively to identify factors that influence the user experience. The research results show that in general, users feel assisted by the e-service system, but there are still some obstacles, such as a complicated registration process, lack of technical support, and doubts about the security of personal data. These findings provide input for the e-service system managers to make further improvements and developments, so as to increase user satisfaction and experience in accessing vehicle blocking and progressive tax payment services at the SAMSAT Binjai office.

Keywords


User Experience; E-service System; Vehicle Blocking; Progressive Tax

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References


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