The Effect of E-Tax Service Quality on Customer Satisfaction: In The Case of Ministry of Revenues Medium Tax Payer Branch Office
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Date
2024-10
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Addis Ababa University
Abstract
In recent years, e-government services have replaced traditional Services by governments. The electronic tax (e-tax) service is one of these goals of governments and also MORs is implementing in order for streamline the Service of tax. The goal of the study is to determine how the e-tax service quality of Medium Tax Payers Branch Office of the Ministry of Revenues affected the customers' satisfaction. Utilizing questionnaires, 382 samples selected from the MOR Medium Tax Payers Branch Office population gave the data. This research is adopted quantitative research design. Additionally, explanatory plus descriptive research methodologies were included in the study. Descriptive in addition inferential statistics is employed in tandem for examine the information. Scales of measurement created by earlier studies were used with modification to create the questionnaire. The instrument's validity and reliability were examined, and the results demonstrated that it is a suitable (relevant) tool for the research. The research findings demonstrated that the six e-service quality Variables: Ease of use, Trust, Employee support, Functionality of the Interaction Environment, and Content & Appearance of Information have a significant and positive influence on the dependent variable, that is customer satisfaction. This research reveals that among the six independent variables, Employee Support is the most powerful in predicting customer satisfaction. Content and Appearance of Information follow closely behind, with Trust were having the third-strongest positive impact on Customer Satisfaction and Ease of Use ranking fourth. The sixth and seventh positive predictors of consumer happiness, respectively, are reliability and interaction environment functionality.
Keywords: e-government, e-service quality, e-services, customer satisfaction, e-tax