The Research on the Customers' Satisfaction of National Tax Administration-A Case Study on Taichung City

• Main Author: 李玲珊
• Other Authors: 陳光谷
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/23602295294828887686

碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 93 === Abstract People need higher service quality from government following expansion of government functions and more ordinary people getting involved in public affairs; besides, the collection of national tax has a significant influence on people’s rights and duties. Therefore, how to implement the service concept of “treating the customer respectfully”, to actively promote various tax collection services and convenient service measures, and respond to their needs directly, further to build an excellent tax collection environment are essential tasks under the strenuous businesses and manpower downsizing situation. The purpose of this research is to find out about the satisfaction extent with service of National Tax Administration. It takes Taichung City as the evidence base, and questionnaire survey was carried out by convenience sampling. The subjects of survey are people who handle matters at National Tax Administration of Taichung City. This survey has given 350 actual interviews, there are 324 effective samples, and the return rate of effective samples is 92.57%, with 15 suggestions being received from these interviewees. It is expected that the research results from the evidence-based study could provide reference for National Tax Administration to enhance their quality of service. The conclusions reached by this research are: a.Concerning improvement situation of the overall service by the agency, 80% interviewees think that there is significant improvement or certain improvement. For their views about services provided by the agency, on average, around 80% give acknowledgement towards their professional abilities, working efficiency, and service attitude. b.The elder interviewees are more satisfied with the entire service of the agency, professional abilities of undertakers, working efficiency, and service attitude; and the satisfaction decreases together with age of the interviewees. c.The higher the interviewees’ educational attainment, the higher adoption rate of on-line declaration, and concerning the satisfaction with methods of Individual Income Tax Declaration, the higher the educational attainment, the higher the satisfaction. Key Words：Customer Satisfaction、Service Quality