The Effect of E-Tax Service Quality Dimensions on Customer Satisfaction: The Case of Ministry of Revenues East Addis Ababa Small Tax Payers Branch Office
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Date
2023-06
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Addis Ababa University
Abstract
In recent years there is a shift from the traditional government services to e-government services. The e-tax system is one of these government initiatives that are implemented by MORs to automate the tax system. This research aimed at evaluating the effects of e-service quality dimensions on the customer satisfaction of the e-tax system users at the Ministry of revenues East Addis Ababa Small Tax Payers Branch Office. Data was collected through questionnaire from 385 samples selected from the population of the MOR branch office. The study used purely quantitative research design. The research also used both explanatory and descriptive research approaches. Both descriptive and inferential statistics were used to analyze the data. The questionnaire was adopted from measurement scales developed by prior researches. The reliability and validity of the instrument were tested and proved that it was an adequate (relevant) instrument for the study. The results of the research showed that the six dimensions of the e-service quality (website design, ease of use, reliability, security, personalization, and responsiveness) do have a positive and significant effect on the dependent variable (customer satisfaction). From the six independent variables responsiveness is the strongest predictor of customer satisfaction, then follows security; ease of use has the third strongest positive effect on customer satisfaction, while reliability is the fourth strongest predictor of customer satisfaction. Website design and personalization are the fifth and sixth positive predictors of customer satisfaction respectively
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E-government