The Efficiency of Innovation Implementation in the Drive Thru for Tax Vehicle Registration Payment Service at the Central Land Transport Office
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Abstract
This research article aims to 1) examine the level of efficiency in implementing innovation in the Drive Thru for Tax vehicle tax payment service at the Central Land Transport Office; and 2) Analyze the factors that influence the effectiveness of innovation implementation. This study employed a quantitative research approach. Data were collected from 400 people who paid their vehicle tax through the Drive-Thru Tax service at the Central Land Transport Office in 2024, using a questionnaire. Data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (multiple linear regression). The results revealed that the overall efficiency of innovation implementation in service delivery was at the highest level. In terms of dimensions, service quality had the highest mean score, followed by quantity and time, respectively. In addition, the analysis indicated that personnel competency, internal organizational resources, and service quality were associated with the efficiency of innovation implementation. The findings suggest that improving the efficiency of innovation implementation in public services should emphasize developing personnel competencies, supporting internal organizational resources, and continuously enhancing service quality. The results can serve as a guideline for improving the Department of Land Transport's service process to enhance efficiency and better respond to public needs.
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