ANALISIS PENGARUH INTERACTION QUALITY, PHYSICAL ENVIRONMENT QUALITY, OUTCOME QUALITY TERHADAP PERCEIVED VALUE DAN CORPORATE IMAGE MELALUI CUSTOMER SATISFACTION DALAM UPAYA MENINGKATKAN BEHAVIORAL INTENTIONS PADA WAJIB PAJAK KANTOR PELAYANAN “X” DI SIDOARJO

Abstract

The rapid development of tranportations becomes an opportunity for instance to increase the level of regional income especially motor vehicles taxes. Lately, the volume of motor vehicles have increased every year. This makes “X” have an important role in increasing local revenue (pendapatan asli daerah) through payment of license tax on motor vehicle. One of the most important is the service. By the service, instance can sell their products or services with excellent service. “X” in Sidoarjo is an instance that engaged in public sector. The presence of “X” in Sidoarjo facilitate taxpayers in renewal their license of registered motorcycle or car. The purpose of this study was to determine the effect of Interaction Quality, Physical Environment Quality and Outcome Quality to Perceived Value and Corporate Image by Customer Satisfaction and the influence of Behvaioral Intentions. The expected benefits of this research is to increase the repertoire of knowledge in the field of management, particularly how large the influence of Customer Satisfactions as to increase Behavioral Intentions eventually that will form the success by increasing intensity of taxpayers to reusing same instance that is “X” in Sidoarjo. This study is causal. The method used is quantitative methods of processing the data using AMOS. Data was collected by distributing questionnaires to 120 respondents with the characteristics of male and female respondents aged 18-60 years, knowing about “X” in Sidoarjo and had made payments for renewal their license of registered motorcycle or car independently at least 6 months in “X” Sidoarjo. The results showed that Interaction Quality with regression coefficient of 0.170 positive and significantly affect Perceived Value, Physical Environment Quality with regression coefficient of 0.002 positive and insignificantly affect Perceived Value, Outcome Quality with regression coefficient of 0.928 positive and significantly affect Perceived Value, Interaction Quality with regression coefficient of 0.175 positive and significantly affect Corporate Image, Physical Environment Quality with regression coefficient of 0.107 positive and insignificantly affect Corporate Image, Outcome Quality with regression coefficient of 0.808 positive and significantly affect Corporate Image, Perceived Value with regression coefficient of 0.680 positive and significantly affect Customer Satisfaction, Corporate Image with regression coefficient of 0.233 positive and insignificantly affect Customer Satisfaction and Customer Satisfaction with regression coefficient of 0.355 positive and significantly affect Behavioral Intentions