Innovation acceptance and customer satisfaction. A survey on tax information systems

Abadi, Amitis Moradi; Abadi, Artonis Moradi; Jafari, Abbas Ali

doi:10.17230/ad-minister.30.8

Cited by 10 publications

(4 citation statements)

References 39 publications

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“…The quality of service was found to have the strongest impact on citizens' satisfaction among all IVs. These outcomes are consistent with previous studies [71,72]. Therefore, the Jordanian government should enhance the performance of the delivered services to meet the expectations of Jordanian citizens and increase their satisfaction.…”

Section: Discussionsupporting

confidence: 91%

An Integrated Conceptual Model for m-Government Acceptance in Developing Countries: The Case Study of Jordan

Alqaralleh¹,

Alomari²,

Alksasbeh³

2020

Int. J. Interact. Mob. Technol.

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Mobile information and communication technology changed how people and businesses can benefit from government public services at any time and from anyplace. The success or failure of mobile government services is becoming more dependent on satisfying the needs and the expectations of both citizens and business organizations. This paper reviews and analyses some existing empirical studies that examine m-Government acceptance in some developing countries. Then, a new integrated conceptual model for examining some important key factors that may affect m-Government acceptance in Jordan from user perspective was proposed. An empirical test was conducted using a questionnaire to explore the effect of the following factors: Trust in mobile channel, trust in government, perceived usefulness, perceived ease of use, relative advantage, compatibility, complexity, service quality and user satisfaction on the behavioural intention to use m-Government applications. Finally, justification of the proposed integrated model and formulation of the associated hypotheses was conducted.

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Section: Discussionsupporting

confidence: 91%

An Integrated Conceptual Model for m-Government Acceptance in Developing Countries: The Case Study of Jordan

Alqaralleh¹,

Alomari²,

Alksasbeh³

2020

Int. J. Interact. Mob. Technol.

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“…Since several variables influence this occurrence, understanding it is a constant struggle for marketers. Past study has looked at the variables influencing online consumer purchasing decisions on social media platforms using a variety of concepts, such as the theory of consumption values (Wu et al, 2018), the technology acceptance model (Fu et al, 2020;Moradi Abadi et al, 2017;Mastoi, 2022), and the WOM theory (Wang & Herrando, 2019). Brands must be conscious that as more people depend on internet information when purchasing, it will impact successful client interaction (Toor et al, 2017;Muhammad Aqib et al, 2023).…”

Section: Problem Statementmentioning

confidence: 99%

Going Green on social media: Exploring the Effect of Firm-Generated Content on Brand Trust and Purchase Decision in Pakistan with a Focus on Environmental Concern

Muhammad Aqib Shafiq,

Muhammad Ziaullah,

Qamar Abbas

et al. 2023

International Journal of Social Science Entrepreneurship

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This study explores the influence of firm-generated social media content, perceived enjoyment, and originality on brand trust and purchase decisions. Additionally, the study examines whether environmental concern works as a moderator between customer engagement and purchase decisions. A quantitative survey was done as an investigation approach for the present inquiry on 400 participants. The outcomes show that firm-generated social media content, perceived enjoyment, and perceived originality positively impact brand trust and purchase decisions. Furthermore, environmental concern moderates the connection between customer engagement and purchase decision, meaning customers with a more significant environmental concern are more expected to purchase when they engage with a brand on social media. These findings have important implications for marketers who aim to build brand trust and increase purchase decisions through social media marketing. They also highlight the importance of considering customers' environmental concerns when designing social media marketing campaigns.

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“…Also, by providing satisfaction to customers through effective interpersonal communication, every tax service office successfully competes in providing the best service to taxpayers (Ginting et al, 2022). Customer satisfaction is significantly influenced by the introduction of innovation not only for consumer products and services but also in the performance of public service (Abadi et al, 2017). Satisfaction is the extent that users believe that their desires are fulfilled by the system (Dreheeb et al, 2015).…”

Section: Taxpayers' Satisfactionmentioning

confidence: 99%

Factors Affecting Taxpayers’ Satisfaction on BIR's eONETT System in Batangas Province: Inputs to Facilitating a BIR Taxpayer Learning Academy

Ann E. Katigbak

2023

IJRP

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Following the continuous efforts of the Bureau of Internal Revenue (BIR) to operate in compliance with Republic Act No. 11032 or "Ease of Doing Business and Efficient Government Service Delivery Act of 2018", there is still an unavoidable record of taxpayer complaints received by the Bureau resulting to low taxpayers' satisfaction rate. This mixed-method study aimed to identify the factors affecting taxpayers' satisfaction with BIR's newly-introduced electronic One-Time Transaction (eONETT) system in the Batangas province. Questionnaires were successfully retrieved from 110 respondents composed of ONETT taxpayers under the jurisdiction of the Revenue District Office (RDO) 58 -West Batangas and RDO 59 -East Batangas. Findings revealed taxpayers' high evaluation of the factors resulting in high satisfaction in using the eONETT. Using multiple regression analysis, results revealed that the quality of information and the system both have significant effects on taxpayers' satisfaction with eONETT. Also, it was found that the quality of the system has the greatest contribution to taxpayers' satisfaction. These results were reinforced by qualitative findings that taxpayers are highly convinced that eONETT is convenient and useful, yet their suggestions mainly concern improvements in the quality of information and system including BIR updates dissemination and BIR services integration. Based on these results, a program design focusing on factors that improve satisfaction through the BIR Taxpayer Learning Academy is proposed. This output can be an effective tax socialization program to convey the quality of information and system.

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Innovation acceptance and customer satisfaction. A survey on tax information systems

Cited by 10 publications

References 39 publications

An Integrated Conceptual Model for m-Government Acceptance in Developing Countries: The Case Study of Jordan

An Integrated Conceptual Model for m-Government Acceptance in Developing Countries: The Case Study of Jordan

Going Green on social media: Exploring the Effect of Firm-Generated Content on Brand Trust and Purchase Decision in Pakistan with a Focus on Environmental Concern

Factors Affecting Taxpayers’ Satisfaction on BIR's eONETT System in Batangas Province: Inputs to Facilitating a BIR Taxpayer Learning Academy

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