Efektivitas Layanan E-Samsat Pajak Kendaraan Bermotor Di Wilayah Surabaya Timur
Effectiveness of E-Samsat Motor Vehicle Tax Services in East Surabaya
Pemanfaatan teknologi informasi dalam pelayanan publik merupakan bagian dari implementasi e-government untuk mewujudkan tata kelola pemerintahan yang efisien dan responsif. Salah satunya adalah E-Samsat, inovasi pembayaran pajak kendaraan bermotor secara digital. Di Samsat Surabaya Timur, meskipun penerimaan pajak melalui E-Samsat meningkat pada 2023–2024, kontribusinya masih rendah dibandingkan total penerimaan pajak kendaraan bermotor. Kondisi ini menunjukkan tingkat adopsi masyarakat terhadap layanan E-Samsat masih terbatas. Oleh karena itu, penelitian ini bertujuan untuk mengevaluasi efektivitas layanan E-Samsat sebagai sistem pembayaran pajak kendaraan bermotor di Samsat Surabaya Timur. Metode yang digunakan adalah kualitatif deskriptif. Data dikumpulkan melalui dokumentasi dan wawancara, lalu dianalisis dengan model interaktif Miles dan Huberman. Efektivitas layanan dianalisis menggunakan delapan indikator dari Pedrosa et al. (2020): kemudahan penggunaan, bermanfaat, sederhana, terpercaya, tersedia, dapat dimengerti, konsisten, dan cepat. Hasil penelitian menunjukkan bahwa E-Samsat cukup efektif secara teknis dan fungsional dalam meningkatkan efisiensi. Namun, hambatan seperti rendahnya pemahaman masyarakat, minimnya sosialisasi, dan ketimpangan infrastruktur digital masih menghambat optimalisasi layanan. Penelitian ini merekomendasikan penguatan edukasi digital, perluasan akses teknologi, serta peningkatan kualitas sistem layanan secara berkelanjutan agar E-Samsat dapat berfungsi maksimal sebagai solusi pelayanan publik digital yang inklusif.
Kata kunci: E-Government, Efektivitas, E-Samsat.
The utilization of information technology in public services is part of the implementation of e-government to achieve efficient and responsive governance. One such innovation is E-Samsat, a digital system for motor vehicle tax payments. In East Surabaya Samsat, although tax revenue through E-Samsat increased in 2023–2024, its contribution remains relatively low compared to the total motor vehicle tax revenue. This indicates that public adoption of E-Samsat services is still limited. Therefore, this study aims to evaluate the effectiveness of E-Samsat as a digital payment system for motor vehicle taxes at East Surabaya Samsat. A descriptive qualitative method was used. Data were collected through documentation and semi-structured interviews, and analyzed using the interactive model by Miles and Huberman. Service effectiveness was assessed using eight indicators proposed by Pedrosa et al. (2020): ease of use, usefulness, simplicity, reliability, availability, understandability, consistency, and speed. The findings show that E-Samsat is technically and functionally effective in improving service efficiency. However, obstacles such as low public understanding, lack of socialization, and uneven digital infrastructure still hinder the system’s optimal performance. This study recommends strengthening digital education, expanding technology access, and continuously improving service quality to ensure that E-Samsat functions effectively as an inclusive digital public service solution.
Keywords: E-Government, Effectiveness, E-Samsat.