Taxpayer Satisfaction with Customer Service Quality of Nahang District’s Tax Bureau

Abstract

     Using data gathered from surveying 132 taxpayers and applying exploratory factor analysis method and regression model, the present article discusses the evaluation of tax-payers toward service quality of Na Hang District’s Tax Bureau of Tuyen Quang Province. The study results showed that service quality, in general, has met

the demand of tax-payers with approximately 79,3% tax-payers satisfied with sevice quality. The research also identified seven factors affecting the satisfactory degrees of tax-payers. Those are: trustability, infrastructure, sympathy, equity and democracy, service capability, transparence/openess and accountability and responsiveness. The article also proposed measures to improve and enhance service quality of the tax bureau, thereby to enhance the satisfaction of tax-payers.