Majalah Ilmiah UNIKOM

Vol.7, No. 1

124

H a l a m a n

PENUTUP

Kesimpulan penelitian ini adalah

,

dukungan manajemen secara bersama-

sama berpengaruh positif yang signifikan

terhadap persepsi Pegawai Pajak atas

.

atas upaya kerja terhadap kualitas

pelayanan pajak berpengaruh positif yang

signifikan. Artinya persepsi Pegawai pajak

terhadap upaya kerja dalam diri Pegawai

pajak akan kualitas pelayanan pajak yang

baik pula kepada Wajib Pajak. Serta

persepsi Pegawai Pajak atas kualitas

pelayanan pajak berpengaruh positif yang

signifikan terhadap Penyelundupan pajak.

DAFTAR PUSTAKA

Bentuk dan Gaya

Penulisan Karya Ilmiah

: Universitas Trisakti, Jakarta

Burns Alvin C, and Ronald F Bush (1998),

Marketing Research,

USA, Prentice Hall,

Donald R Cooper, Pamela S Schindler

Business Research Methods

eighth

edition.,

Mc

Graw

Hill,

Singapore .

Service Quality,

multidisciplinary

and

multinational

perspective

Macmillan, New York

Furlong, nancy, Eegene Lovelace and

Research

Method and Statistik : An Intergarted

Approach,

Company,

Pedoman Praktis

Metodologi Penelitian Bisnis

Penerbit Fakultas Ekonomi (LPFE,)

Universitas Trisakti , Jakarta

Jenny Hill, Patricia Tallack and Hugh Garai

30 Activities for

Internal Customer Care

Vermont

Kinnear Thomas C, and James R taylor

Marketing Research: an Applied

Research,

Praktis,

Pengolahan Data Untuk Penyusunan

Skipsi Dan Tesis

PPM, Jakarta

Lovelock Christopher (2001) , Service

Marketing, People Technology, Strategy

fourth edition, USA, Prentice Hall

Lovelock Christopher and Wright Lauren

Principles Of Service Marketing

and Management,

USA, Prentice Hall

Mahn Hee Yoon, Sharon E. Beatty dan

The Effect Of

Work Climate on Critical Employee and

Customer Outcomes, An Employee

Level Analysis

Service Industry Management, ©MCB

University Press 0956-4233, Vol 12, No

5, 2001, pp. 500-521, ,

Mohammad Zain, 2005, Manajemen

,

Salemba Empat

Philip

Marketing

Management

(2003), eleventh edition, International

edition, Prentice Hall, New Jersey

Raymond A Noe, JR Hollenbeck, Barry

Gerhart and Patrick M Wright(2003),

Human

Resources

Management,

Gaining a Competitive Advantage

fourth edition , Mac Graw Hill, Singapore

Safri

Nurmantu,

2005,

Pengantar

Perpajakan,

SPSS Versi 12.00 dalam

Riset Pemasaran,

Alfabeta, Bandung

Valerie A Zeithmal and Mary Jo Bitner

Marketing, Integrating

Customer Focus Across The Firm

edition , International Edition, Mc Graw

Hill, Singapore

Valerie A Zeithmal, A Parasuraman, Leonard

Delivering Quality

Service:

Balancing

Customer

Pe4rceptions and Expectations

Free Press, Mac Millan Inc, New York

Siti Kurnia Rahayu