The Study on E-gov Service Quality Improvement─In Case of Individual Income Tax E-filing Service
Date Issued
2013
Date
2013
Author(s)
Huang, Li-Ting
Abstract
With the development of Internet and ICT, the scale of service extends from face to face, the traditional service, to the online virtual service. In traditional one, service providers know how people feel by observing their expression or feeling their attitude between buying processes. But if people use service online, service providers can’t do that. When people encounter dissatisfied services, there are various types of response. Complaint behavior is one of which.
In the past, service providers thought complaint would impact them negatively, so they make an effort to avoid receiving people’s complaint. However, “customer-centered” concept is widely circulated nowadays. More and more service providers regard complaint mentioning by people as a resource because they can get what people’s expectation are and search for improving goal and direction in the future. As a result, this study found the reasons why people are willing to complain to e-government or not by the research of the factors of complaint intention. In the end of this study, there are some advices for government to strengthen people complaint intention.
There are two-stage qualitative sections and one-stage quantitative section in the study. We focus on tax electronic filing service. Based on the results, we recognized that the satisfaction survey only showed that people finish their tasks by using service, but it is not reveal people’s using difficulties or their dissatisfaction between service processes. Furthermore, the main factors influencing people’s complaint intention are difficulty of seeking complaining and customer alienation.
This study gives some suggestions to government to encourage people complain. Firstly, we propose providing more convenient complaint ways for people to access. Secondly, adding online customer service is a method to meet different people’s complaint habits. Moreover, setting Q&A from previous people’s complaint and asking for people’s feedback at right time are good ways making people have more willingness to complaint to government.
Subjects
電子化服務
電子化政府
服務品質
網路報稅
綜合所得稅
Type
thesis
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