DOI of the published article https://doi.org/10.61796/icossh.v2i2.420
The Effectiveness of JConnect SiPandai in Improving Service Quality in Tax Payments at BUMDes Tri Karya Agung in Kebonagung Village
Efektivitas JConnect SiPandai untuk Meningkatkan Kualitas Pelayanan dalam Pembayaran Pajak di BUMDes Tri Karya Agung di Desa Kebonagung
DOI:
https://doi.org/10.21070/ups.11176Keywords:
Effectiveness, Jconnect Sipandai, Digital Tax, Service Quality, BUMDesAbstract
This study analyzes the obstacles faced by the Kebonagung Village-Owned Enterprise (BUMDes) in providing Motor Vehicle Tax (PKB) and Land and Building Tax (PBB) payment services through the JConnect SiPandai application developed by Bank Jatim. Using a qualitative case study approach conducted from January to March 2025, data were collected through in-depth interviews, direct observation, and analyzed using the DeLone and McLean Information System Success Model. The findings indicate that system quality is constrained by technical issues, including login failures during peak hours, limited integration with external institutions, and smartphone-only accessibility. Despite these challenges, the application provides accurate, relevant, and real-time information that supports users in managing tax payments effectively. User satisfaction tends to decrease due to recurring technical problems, although BUMDes plays an important role in facilitating services and assisting users. The study highlights the importance of reliable systems, high-quality information, and institutional support to ensure the successful.
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