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p-Index From 2020 - 2025
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All Journal Journal of Social Work and Science Education
Sangging, Wayan Devin Amabel
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Religion Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media

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Evaluation of Drive-Thru Services Using Logic Model: A Study of Motor Vehicle Taxpayers in Buleleng, Bali Sangging, Wayan Devin Amabel; Suwena, Kadek Rai; Suarmanayasa, I Nengah
Journal of Social Work and Science Education Vol. 6 No. 3 (2025): Journal of Social Work and Science Education
Publisher : Yayasan Sembilan Pemuda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52690/jswse.v6i3.1235

Abstract

This study systematically evaluates the impact of drive-thru services on taxpayer satisfaction and compliance at the Buleleng Tax Office, Bali, addressing a critical gap in public service assessment literature. Employing the Logic Model framework (inputs, activities, outputs, outcomes), we collected data from 61 purposively sampled drive-thru service users through structured questionnaires and in-depth interviews. Analysis revealed consistently higher satisfaction levels, with positive response differentials (F+ - F-) ranging from +5% to +21.4% across all components. The Activity component showed the most significant positive disparity (+21.4%), indicating particularly strong approval of service delivery processes. This research presents the first empirical application of the Logic Model to assess drive-thru tax services, introducing a structured evaluation approach for mobile government service innovations. Findings suggest that while drive-thru services enhance satisfaction, sustained improvements in physical infrastructure (Inputs) and outcome monitoring are needed to maintain trust and compliance long-term. The study provides tax authorities with a replicable evaluation framework and evidence-based insights for optimizing mobile service delivery models to improve taxpayer experiences.
Co-Authors I Kadek Rai Suwena I Nengah Suarmanayasa