The influence of electronic service quality on user satisfaction in filing personal income tax returns in Bangkok
Keywords:
Electronic Service Quality, Satisfaction, Personal Income Tax Filing, BangkokAbstract
The purpose of this study was to investigate (1) the correlation between service quality and satisfaction in personal income tax filing, and (2) the influence of electronic service quality on satisfaction in personal income tax filing. A questionnaire was used as the research tool with a sample size of 400 individuals. The statistical methods employed were Pearson,s Correlation Coefficient and Multiple Regression Analysis. The findings revealed that electronic service quality has a significantly high correlation with satisfaction (r = 0.715) at the 0.001 level. Moreover, usability was found to have the greatest influence on satisfaction (beta = 0.265), followed by system availability (beta = 0.237), privacy (beta = 0.229), and achievement of results (beta = 0.142) in descending order. These factors collectively explained 51.10% of the variance in satisfaction (R2 = 0.511).
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