Service quality and public satisfaction with Indonesia's tax amnesty program
by Irfan Nurhadian; Khoirunurrofik Khoirunurrofik
International Journal of Productivity and Quality Management (IJPQM), Vol. 37, No. 1, 2022

Abstract: Functional aspects have dominated the measurement of service quality. This paper investigates the perception of taxpayers on the quality of tax amnesty services and the factors influencing the quality of tax amnesty services using multi-dimensional aspects or multi-attribute constructs. Gronroos service quality model is used as the bedrock for the study, and structural equation modelling (SEM) informed the analysis of the data. A research questionnaire was used to collect data from 100 tax amnesty participants, and each latent variable was verified. The results show that both functional quality and technical quality positively and substantially affect image quality. Image and technical quality have a positive and significant influence on service quality perceptions, while functional quality has a positive but insignificant impact upon service quality perceptions. Further, the results reveal that service quality perceptions positively and significantly affect taxpayers' satisfaction. The results provided an advice policy design that delivers excellent services to taxpayers.

Online publication date: Thu, 06-Oct-2022

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