Abstract
Lembaga Hasil Dalam Negeri (LHDN) had introduced e-Filing services, which allow taxpayers to submit their tax return forms electronically via the Internet, which is an alternative means to the traditional form submission. The success of e-Filing depends on the delivery of e-service quality and satisfaction to its users. This paper aims to investigate the effects of e-service quality on user satisfaction with regard to the users of e-Filing in Klang Valley, Malaysia. A total of 377 respondents were involved in the study, and by using SPSS version 22 the results of regression analysis revealed that all e-service quality dimensions except reliability have significant influence on user satisfaction of using e-Filing of LHDN. The results indicate that responsiveness, ease of use, security/privacy and website design are the factors of e-service quality that must accompany with e-Filing service so that users’ satisfaction can be assured.
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Rahman, M.K.B.A., Othman, A.K., Amrin, N. (2018). The Effects of e-Service Quality on Users’ Satisfaction: A Case of e-Filing at LHDN. In: Noordin, F., Othman, A., Kassim, E. (eds) Proceedings of the 2nd Advances in Business Research International Conference. Springer, Singapore. https://doi.org/10.1007/978-981-10-6053-3_9
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