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Journal Article

Trust and the Taxman: a Study of the Irish Revenue's Website Service Quality  pp127-134

Regina Connolly

© Dec 2007 Volume 5 Issue 2, ECEG 2007, Editor: Frank Bannister, pp95 - 224

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Abstract

This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners' on‑line tax filing and collection system. The Irish Revenue On‑Line Service (ROS) site has won several awards. In this study, a version of the widely used SERVQUAL measuring instrument, adapted for use with on‑line services, has been modified for the specific case of ROS. The theory behind this instrument is set out, the particular problems of evaluating revenue collecting on‑line are examined and the rationale for this approach is explained.

 

Keywords: e-government, taxation, on-line, quality of service, SERVQUAL

 

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