Az Zahra Norestu Haryati (1), Acep Samsudin (2)
General Background: Digital transformation has become central to public service modernization and tax administration reform. Specific Background: Core Tax Administration System services at KPP Pratama Mojokerto require taxpayers to interact with an integrated digital taxation platform, where user experience is shaped by digital transformation, human resource quality, and ease of use. Knowledge Gap: Previous studies generally examined digital transformation and service quality separately and had not specifically analyzed user satisfaction in the context of Coretax services at KPP Pratama Mojokerto. Aims: This study aimed to analyze the partial and simultaneous relationships between digital transformation, human resource quality, ease of use, and Coretax user satisfaction among taxpayers at KPP Pratama Mojokerto. Results: Using a quantitative approach with accidental sampling, questionnaires were distributed to 156 Coretax users and analyzed through multiple linear regression with SPSS. Digital transformation showed a positive and significant effect on user satisfaction with a significance value of 0.000. Human resource quality also showed a positive and significant effect with a significance value of 0.006, while ease of use showed a positive and significant effect with a significance value of 0.000. Simultaneously, the three variables significantly affected user satisfaction with a significance value of 0.000 and explained 87.1% of its variance. Novelty: This study integrates three service-related variables in one Coretax satisfaction model. Implications: KPP Pratama Mojokerto can use these findings to evaluate Coretax implementation and strengthen taxpayer service experience.
Highlights:
Keywords: Digital Transformation, Human Resource Quality, Ease of Use, User Satisfaction, Coretax
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