| Summary: | 碩士 === 國立屏東科技大學 === 高階經營管理碩士在職專班(EMBA) === 100 === In a time with ever-changing external environment, we are facing a daily increase of diversified needs and service requirement from taxpayers. Not only do tax authorities have to utilize the advance of information technology, there’re also growing needs of offering taxpayers more convenient and speedy In a time with ever-changing external environment, we are facing a daily increase of diversified needs and service requirement from taxpayers. Not only do tax authorities have to utilize the advance of information technology, there’re also growing needs of offering taxpayers more convenient and speedy service, so as to improve the authority image and organization’s service performance.
This study aims to investigate how tax authorities’ service quality affects customer satisfaction and customer relation of taxpayers; collected through non-random convenient sampling, the data is processed, calculated and verified by SPSS statistics software. The study results are displayed as follows:
1.Local tax authorities’ service quality has significant effect on customer satisfaction.
2. Local tax authorities’ customer satisfaction has significant effect on customer relation.
3. Local tax authorities’ service quality has significant effect on customer relation.
4. Tax authorities’ service quality, customer satisfaction and customer relation are significantly related to each other.
Different tax service quality provided by local tax authorities results in highly-diversified satisfaction levels from taxpayers (i.e. our customer); besides, the quality of service provided by tax authorities to customers also has a crucial influence on customer orientation. Therefore, the connection and influence inter-linked among service quality, customer satisfaction and customer relation shall never be neglected. I hereafter offer constructive suggestions on the aspect of service quality to local tax authorities according to my study results as reference for directors/decision-makers to improve their service attitude, in the hope to enhance tax authorities’ service quality and further their service efficiency for the public.
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