E-services Satisfaction factors research of Taiwan Tax Department, Using Structural Equation Modeling as an Example

Wei-Shang Fan ； Kuo-Chung Huang ； Ko-Chia, Hsu ； Pei-Chi Chen

《Applied Science and Management Research》 8卷1期 (2021/09) Pp. 100-108

https://doi.org/10.6511/ASMR.202109_8(1).0009

摘要

In recent years, the rise of the Internet and the development of information technology have led to the creation of various e-services. Hence, automated, electronic, and information technology have been applied to governmental services and become available online to better meet the public's demands. E-services are developed with the aim of allowing the public to quickly access government information, simplify administrative processes, improve work efficiency and improve public satisfaction with governmental services. It is clear that the e-services of the government have the potential to reform administrative processes. The promotion of e-services has been an aggressive measure of the tax authorities; therefore, this study referred to the modified information system success model constructed in DeLone and McLean (2003) as the theoretical basis for the research framework. This study also discussed whether the eservice dimension of the tax authorities affects the behavioral intention of the public to use the website again. This study treated the general public, professionals (land administration agents and book keepers) and tax authority personnel as the subjects for a questionnaire survey. A total of 291 effective questionnaires were retrieved using convenience sampling. Confirmatory factor analysis and Amos 18 were used for a theoretical and practical discussion on the overall variable framework.

關鍵字

System functional ； Information Competence ； Service Value ； Satisfaction ； Behavior Intention

參考文獻

Chu, P. Y. (2000), “Comparison between the productivity measurement model of administrative authority and the public satisfaction difference under e-government policy,” Management Review, 19(1), pp.119-150. doi: 10.6656/MR.2000.19.1.CHI.119

Chang, S. C. (2008), “relationship between recreation experience, satisfaction and willingness to revisit—With Penghu recreational and leisure fishery park for example,” Journal of Tourism, 3(1), pp.19-43. doi: 10.29689/JTTR.200809.0002

Fan, W. H., and Chang J. H. (2007), “E-business website operating environment construction and effect measurement model research”, Management Review, 26(2), pp.39-67. doi: 10.6656/MR.2007.26.2.CHI.39

Li, C.H., and Su, J.L. (2008), “Discussion on service quality, perceived value, satisfaction, and behavior intention after traveling—with leisure tourism for example.” Journal of Customer Satisfaction, 4(2), pp.1-26. doi: 10.30066/JCS.200809.0001

Bailey, J.E. and Pearson, S.W. (1983), “Development of a Tool for Measuring and Analyzing Computer User Satisfaction,” Management Science, 29, pp.530-545. doi: 10.1287/mnsc.29.5.530