Theory suggests that service guarantee assures customers that firms or organizations are reliable. Simply stated, reliability is “the ability to perform the service dependably and accurately”. The Internal Revenue Board (IRB) of Malaysia introduced E-filing in 2006. In early 2007, the IRB announced tax refunds in one month for users of the E- Filing facility. Response to the E-Filing system has been overwhelming as some 600,000 taxpayers submitted their forms online compared to 100,000 the previous year. An exploratory research was conducted to investigate the perception of the public towards E-Filing, focusing on the service guarantee aspect. Results show that service guarantee is not the main motivation for taxpayers to use the online submission system.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Creators: | Creators Email / ID Num. Ahmad, Jasmine UNSPECIFIED Abu Hasim, Aliza UNSPECIFIED Tuan Ismail, Tuan Nooriani UNSPECIFIED Md Nen, Zurina UNSPECIFIED |
| Subjects: | H Social Sciences > HM Sociology > Public opinion J Political Science > JF Political institutions and public administration > Public administration J Political Science > JF Political institutions and public administration > Public administration > Internet in public administration. Automatic data processing. Electronic data processing |
| Divisions: | Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management |
| Event Title: | National Conference on Marketing (NACOM) 2007 |
| Event Dates: | 14-15 August 2007 |
| Page Range: | pp. 1-8 |
| Keywords: | Service guarantee, Client charter, E-Filing. |
| Date: | 2007 |
| URI: | https://ir.uitm.edu.my/id/eprint/142975 |
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142975.pdf
