| Summary: | Bureaucracy Reforms is one way to improve the performance of the
bureaucracy. One indicator to know the bureaucracy performance seen in the
public service is to know the service quality of the organization. Directorate
General of Treasury as one echelon unit to do the same. One manifestation of this
commitment is the inauguration of Pilot Local Treasury Office (KPPN). For five
years Pilot KPPN has running existing achievements, now become benchmark for
establishment all KPPN units throughout Indonesia to Pilot KPPN in 2012.
The study is to know the assessment (perception of) the unit financial
managers for service quality in Non Pilot KPPN before and after the reforms of
the bureaucracy. As research is KPPN Tangerang. Variable quality of service can
be seen from the dimensions of tangibles (physical visibility), reliability,
assurance (security), responsiveness, and empathy. The sampling technique is
used cluster sampling technique, and obtained 88 respondents. Using comparative
research methods that is compared research, the analysis was done by paired
difference test (Paired Sample t Test) to know the significance of differences in
the perception of service quality before and after the reforms of the bureaucracy
that run KPPN Tangerang.
Concluded bureaucracy reforms undertaken KPPN Tangerang impact on
service quality. Perceptions of unit financial manager for service quality KPPN
Tangerang before with after bureaucracy reforms different to positive direction.
This means that there is an increase on the five dimensions of service quality.
The results of the correlation between the two variables produces 0.554
points with a probability value below 0.05 (significant value of 0.000). It states
that the correlation between the average quality of the service after reforms to the
average quality of the service before the reforms is strong and significant or
significantly different. Bureaucracy reforms gives significant impact and strong
influence on the quality of service KPPN Tangerang before the reforms of the
bureaucracy. Through the intervention of bureaucracy reforms, both variables
showed average service quality variables different at the same time significantly.
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