TITLE:
Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation)
AUTHORS:
Madad Ali, Fahad Asmi, Md. Mashiur Rahman, Naveed Malik, Muhammad Salman Ahmad
KEYWORDS:
E-Taxation, Pakistan, Trust, Responsiveness, Empathy, Reliability, Customer Satisfaction, Intention to Use
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.5 No.9,
September
21,
2017
ABSTRACT:
This study developed the research model to analyze the relationship between suggested service quality dimensions with customer satisfaction and customer reuse intention. The sample count of 188 from FBR’s e-taxation/e-filling users was used to examine the study model. In this study, the Exploratory factor analysis EFA used to observe the validity and reliability of the measurement model. The statistical method i.e. regression model has been used to check the research model significance relationship among various variable. Statistical result of current research shows that the service quality dimensions namely responsiveness, reliability and trust has significantly related to customer satisfaction whereas empathy has found insignificant. Practical implication of the current investigations suggests to improve the service quality which can progress customer’s satisfaction as well the intention of use. The findings of this study provide valuable information to administrative authorities of e-government development regarding e-taxation, as well as for future researchers and projects in domain of e-services.