Academic literature on the topic '900101 Finance Services'

This study aims to determine the procedure for collecting value added tax (VAT) for package delivery services at PT POS INDONESIA (PERSERO) Makassar 90000. The type of research used is qualitative description, which explained between facts and data or information that has been obtained from the place of research.This research was conducted for two months from May 2019 to June 2019, at PT POS INDOENESIA (PERSERO) Makassar 90000. Techniques for collecting data using observation and interviews. The results of the research concluded that the procedure for collecting Value Added Tax (PPN), they are: 1) VAT collection starts when customers submit taxable goods (BKP) in the retail and corporate services section as VAT collectors, 2) Service section provides letter of receipt of receipt to the customer, 3) the service section prints the backsheet as proof of VAT collection then recorded by the accounting department, 4) After being accounted for by the accounting, backsheet and VAT payments deposited to the finance department and then deposited to the state treasury.

This thesis investigates whether ISO 9001 certification by banks affects customers’ perceptions of e-service quality and recovery (and hence customer satisfaction, value and loyalty) in online banking services. In pursuit of this objective this thesis holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption of the scale. Thereafter, this thesis proposed and applied scales to measure service quality and service recovery in the setting of electronic banking (e-banking). At that juncture, the thesis further developed and empirically tested a model and different sub-models that considers perceived online service quality and online service recovery as antecedents to online satisfaction and value to investigate factors that might influence customer satisfaction, value and loyalty and the possible mediating/moderating effects of customer satisfaction and value on the relationship between service quality, recovery and customer loyalty. Findings are discussed and management implications presented.
Aquesta tesis doctoral investiga si la implantació de sistemes d’assegurament de la qualitat segons la norma ISO 9001 als serveis bancaris per internet, afecta a la satisfacció del servei per part dels clients d’aquesta. En aquest sentit, ha calgut analitzar l’escala de mesura de la qualitat dels serveis per internet E-S-QUAL, per tal d’adaptar-la als serveis bancaris, incloent-hi una mesura de la satisfacció en els casos on hi ha hagut reclamacions. D’aquesta forma, la tesis ha aportat un model, testejat empíricament, on es determinen quines son les causes que afecten a una bona satisfacció del servei per part del client, i a un augment de la lleialtat dels clients per part de l’empresa; tan pels clients que han realitzat reclamacions en el servei com als que no.