The research objective of the thesis is to research enterprises'' satisfaction with online tax services of tax authorities in Hanoi to help tax agencies improve service quality and meet requirements. demand for innovation and international integration, improve national competitiveness.
Trang 1CHAPTER 5 SOLUTIONS AND RECOMMENDATIONS
5.1 Orientation of administrative procedure reform and modernization
of the tax industry
Firstly, Developing IT application for user
Secondly, developing and perfecting IT applications in the operation
of tax authorities:
Thirdly, developing and perfecting the information exchange system
with state agencies: Integrating and connecting with information systems
and databases of ministries and branches on a national scale, based on the
"Comments framework." create an e-Government platform
5.2 Some proposals to the Tax Authority to improve the satisfaction of
businesses for online tax services
5.2.1 Enhance the level of safety and security of the system
5.2.2 Improve the quality of online support services
5.2.3 Enhance corporate confidence in online services and tax
authorities
5.2.4 Solution to improve the effectiveness of online tax services
5.2.5 Improve website quality and transmission quality
5.3 Other solutions and recommendations
INTRODUCTION
1 Rationale of the research
The urgency of the research topic is reflected in the theoretical, practical and clarified in the research context: the strong development of e-commerce in general and online tax services in particular in Viet Nam Customer satisfaction is a positive result of exchanging behavior between service providers and customers Researching customer satisfaction in areas is not a new issue However, most of the satisfaction research approaches the satisfaction and application in traditional fields such as education, tourism, telecommunications, business In theory, research space appeared when considering the customer satisfaction with the public sector in general and the tax sector in particular In some recent studies in developed countries, researchers have paid attention to this aspect However, the studies only revolve around public health services such as satisfaction with the quality of services of public hospitals, bus services but not much research on the tax industry In Vietnam, there are some scientists who are interested in this field but they are only qualitative and small-scale analyzes, so the number of research samples is not general and new The research applied in that locality as research by Do Thi Thanh Vinh (2014), Danang Institute of Socio-Economic Research and Development (2011), Nguyen Quoc Nghi et al (2015)
A number of previous studies on online tax services have looked at people's satisfaction through a number of criteria such as convenience, ease
of use, service quality, trust and risk tolerance (Hussein et al., 2010) Aldin
et al (2016) also researched user satisfaction with online tax services and pointed out that system quality and information quality impact on user's satisfaction Evaluating the satisfaction of online tax services, Saha et al (2012) based on the Government's e-tax website as following: system
2 quality information and quality of information including the navigation and
accessibility of the website Pinho et al (2008) also assessed customer
satisfaction with online tax services through online service quality and
pointed out that convenience impact directly and is a success factor of
satisfaction with online tax services Thus, through previous studies on
online tax services, the authors have assessed the satisfaction of online tax
services through factors including convenience, service quality, trust,
information quality, but not to mention the impact of trust on tax
authorities on online taxpayers’ satisfaction In this research, the author will
mention the trust on tax authorities to find out its impact on business
satisfaction
Vietnam is moving gradually to the administrative service to meet
the requirements of innovation and international integration In service
administration, customer satisfaction with public administrative service is
the target to be targeted and also a measure of performance of state
administrative agencies
Besides, the trend of economic integration in the region and in the
world is getting deeper and stronger The development of tax policies
should be compatible with tax administration, ensuring international
standards towards modernization in order to create a favorable business
environment, attract domestic and foreign investment To do this, the
application of information technology in tax administration is becoming
extremely important to create high adaptability of domestic and foreign
enterprises, as well as improve service quality, provide tax information for
taxpayers quickly and conveniently Online tax declaration and payment
(electronic) is an inevitable trend as well as a new breakthrough in
administrative procedure reform, modernizing the tax industry step by step
The overall program of administrative reform (PAR) in the 2011-2020
23
Figure 4.2 SEM model
Standardized coefficient:
Satisfaction = 0.237 efficiency + 0.454 safety and security + 0.227 Web design + 0.277 Trust in Tax authorities + 0.293 service quality + 0.242 Trust in the internet
We see: β2> β5> β4> β6> β1> β3 so the factors affecting the satisfaction
of the enterprises in turn are the safety and security, service quality, Trust in Tax authorities, Trust in the internet, efficiency, web design
Trang 24.3.7 Enterprises on satisfaction level
The average value of overall satisfaction of enterprises for online
tax services is 3,8491 According to the above convention, they feel
satisfied with the online tax services provided by the tax authorities
4.4 Testing the difference in enterprise satisfaction with online Tax
services
The test results show that there is a difference in satisfaction among
enterprises of different sizes The larger enterprise scale, the higher
satisfaction with tax services
4.5 The impact of factors on enterprise satisfaction with online tax
services
organizations and enterprises towards the service of administrative agencies will over 80%, for public non-business units reaching over 70% in order to raise the national competitiveness, meeting Vietnam's integration needs with countries in the region and the world Resolution No 19 / NQ-CP, dated August 13, 2014, directs state administrative agencies to promote administrative procedure reform, shorten the process, reduce the time and cost of implementing administrative procedures, ensuring publicity, transparency and improving the responsibilities of state administrative agencies The resolution required until the end of 2015, some targets reached the average of the ASEAN-6 group In order to achieve this goal, the Ministry of Finance has directed the General Department of Taxation to develop an action plan to focus on reforming administrative procedures related to tax and customs in order to improve the business environment to attract investment and improve national competitiveness
Therefore, assessing the satisfaction of taxpayers will be an important suggestion with the planning and implementation of administrative reforms for administrative and professional agencies in general and tax authorities in particular Improving the level of taxpayers' satisfaction with online tax services is necessary for the tax industry to make timely adjustments, thereby building a reliable, fast and safe system
to meet the requirements of the quality management system according to TCVN ISO 9001: 2008 to improve service quality, maximum support and create favorable conditions for taxpayers in implementing tax policy
On the other hand, measuring the satisfaction of taxpayers in general and enterprises in particular is the best way to assess the performance of the government process restructuring Enterprises are the main objects that the government provides products or services Enterprises satisfaction also stems from customer satisfaction, which is the feeling of pleasure or disappointment when comparing products / services to their
4 wishes (Kotler & Keller 2006) Current research on satisfaction is about
customer satisfaction The study of enterprise satisfaction is almost adjusted
from research on customer satisfaction and mainly about electronic
websites (Liu et al., 2010; Li & Song, 2012) or different types of public
services (Zou & Ma, 2009; Chen & Cao, 2013) E-government (e-gov) is
the use of information technology (especially the Internet) to support
government activities, attract citizens and provide government services
(Chandler & Emanuels, 2002) E-government need a change in
government's management model The result of traditional government
processes is low efficiency and difficult coordination It can not adapt to
e-government environments Government process restructuring comes from
the process of restructuring business processes, being the nucleus of
e-government (Ye, 2007) Measuring enterprise satisfaction is the best way to
evaluate the performance of government process restructuring because the
ultimate goal of e-gov
According to Vietnam’s annual e-commerce report, information
technology in Vietnam has potential It becomes strong development trend
in the future However, there are limitations from the environment such as
security, personal information security, law enforcement; issues of ensuring
security, transaction safety and creating customer satisfaction from
enterprise; a matter of awareness and belief from users
In Vietnam, the e-tax service started in August 2009 through the
online tax filing system (iHTKK) which was first piloted for enterprises in
Ho Chi Minh City, Hanoi, Da Nang and Ba Ria - Vung Tau So far, the Tax
Department has implemented the tax declaration and electronic tax payment
for 63/63 provinces and over 300 subordinate of Tax Departments, the
number of enterprises currently paying tax is over 80% However,
enterprise that pay taxes online still have some problems, such as not really
21 The results show that the scale is suitable for market data, convergence, high reliability scale, discriminant value is achieved
4.3 Assessment of enterprises on factors affecting satisfaction of online tax services
4.3.1 Efficiency
For the effectiveness of the online tax service, enterprise highly evaluated time and cost efficiency
4.3.2 Safety and security
The average value of an enterprise's assessment of the safety and security of online tax services is 3,1386 According to this result, they feel the safety and security of the service is at an average level
4.3.3 Web design
The average value of an enterprise's assessment of the web design
of online tax services is 3,0917 According to this result, they feel the web design of the service is average
4.3.4 Service quality
The average value of an enterprise's assessment of the service quality of online tax services is 3,1304 According to this result, they feel the service quality of the service is average
4.3.5 Trust in the internet
The average value of an enterprise's assessment of internet confidence in online tax services is 3.1167 According to this result, they feel the faith in the internet of services is on average
4.3.6 Trust with tax authorities
The average value of an enterprise's assessment of its belief in tax authorities for online tax services is 3,1018 According to this result, they
Trang 3The results of KMO coefficient = 0.737> 0.5 and Barlett's test have a
value of 3504,347 at the significance level of Sig = 0.000 <0.05, showing that the
observed variables belong to the same correlated factor close together In
addition, observed variables also achieve convergent and discriminant values
4.2.3 Factor analysis confirmed
Figure 4.1 The CFA standardized results
believing in the security, safety of the web, weak care and answering services
The question is: how to increase the level of enterprise satisfaction with online tax services in the current context of Vietnam? Therefore, the author of the thesis selects the topic: "Factors affecting the satisfaction of enterprises for online tax services of tax authorities - Research in Hanoi"
2 Research objective
General objective: Research the satisfaction of enterprises on
online tax services of tax authorities in Hanoi to help tax agencies improve service quality, meet the requirements of innovation and international integration, improving national competitiveness
Research tasks
- Overview studies related to enterprise satisfaction with online tax services, thereby systematizing the theoretical framework and selecting the appropriate theoretical framework to assess the satisfaction of enterprises with online tax service
- Analyzing the impact of each factor on the satisfaction of enterprises Since then, assessing what makes businesses unhappy or satisfied, analyzing the reasons for unsatisfactory businesses for online tax services
- Based on the reality of enterprises’ satisfaction, the author proposes some solutions and recommendations to improve enterprises’ satisfaction for online tax services of tax authorities in Hanoi
3 Subjects and scope of research
a Research subjects: Factors affecting the satisfaction of
businesses for online tax services of tax authorities in Hanoi
6
b Research scope
+ Research is done for businesses using online tax services in
Hanoi city Enterprises in the study are enterprises that have done online
transactions with tax authorities in Hanoi
Online tax services include online tax registration, online tax
return, online tax payment and online tax refund However, the online tax
service mentioned in the dissertation mainly focuses on online tax
declaration and payment services of enterprises because this is one of the
first services that the tax branch has deployed
+ Research period: 2014-2017 includes research at desk data,
sociological surveys and conducting in-depth interviews
4 New contributions of the thesis
- The thesis has made positive contributions to generalizing the
theoretical issues of satisfaction To achieve the research goal, the author
has developed the concept of enterprise satisfaction for online tax services
as follows: "Satisfaction is the satisfaction state of customers for direct tax
services The route is determined based on the objective evaluation of the
customer after using the service In other words, satisfaction is determined
through the perceived value of service users (businesses)”
- The thesis has proposed a model to study the factors affecting the
satisfaction of businesses for online tax services, in which the author
proposed a new factor that is a factor of trust with tax authority
- The factors have an impact on the satisfaction of enterprises with
respect to online tax services, but the degree of impact of the factors is
different If in previous studies, the level of factor trust in the internet is
19
of factors The analytical results show that the scale data is reliable and can be used to study official calculation In addition, the regression model is also determined to be consistent with research data In other words, 79.5% of satisfaction can be explained by the impact of 6 factors: Trust in tax authorities, trust in Internet, service quality, web design, safety and security, efficiency
CHAPTER 4: FINDING 4.1 Describe investigation data
There are 300 votes were issued and 300 votes were collected In which, the valid votes are 280 votes, accounting for 93.33% Among 280 enterprises participating in this study, 50 enterprises with less than 50 people account for 27.9% Enterprises with scale from 50 to 100 employees including 85 enterprises accounted for 30.4% Enterprises with scale from
100 to 500 people including 89 enterprises accounted for 31.8% Large-scale enterprises of more than 500 people, including 2 enterprises, account for 10% of the total research sample Enterprises have used online tax services for less than 3 years, accounting for 37.1%; enterprises have used the service for 3-5 years, accounting for 31.8% The group of enterprises that have used the service for more than 5 years accounted for 31.1%
4.2 Inspection of survey data
4.2.1 Cronbach Alpha reliability coefficient test
The reliability test results show that the scales in the research are reliable
4.2.2 Exploratory factor analysis (EFA)
From the results of the reliability analysis of the scale above, the first factor analysis was conducted based on the 27 observable variables of the independent variables affecting satisfaction when using electronic tax at the enterprise career
Trang 4CHAPTER 3: RESEARCH METHOD
3.1 Research process
3.2 Qualitative research
Through qualitative research, the author found a new factor affecting the
satisfaction of businesses for online tax services as "Trust in Tax authorities"
3.3 Preliminary quantitative research
In preliminary quantitative research, the author examines the
reliability of the scale, confirmatory factor analysis and regression analysis
Literature review
Qualitative research
Preliminary quantitative
research (50 people)
Hypothesis test Official scales Complete measurement
Models and measures adjustment
Preliminary model / Building initial measure
Official quantitative
research (300 people)
Cronbach Alpha, EFA
Cronbach Alpha, EFA, CFA
SEM
Solution
large impact on enterprises’ satisfaction with online tax services in Hanoi Specifically, this factor ranked second after the level of safety and security
- The thesis also shows that there is a difference in satisfaction with online tax services when considering the size of enterprises Specifically, the larger the enterprise, the higher the satisfaction level
- Proposing a solution to improve the satisfaction of enterprises for online tax services in accordance with the research context in Hanoi city, including solutions that can be applied right in conditions
8
CHAPTER 1 OVERVIEW OF RESEARCH
1.1 The satisfaction with online public services
The great progress of information and communication technology
and its deployment in the public sector has played an important role in the
government's efforts to implement public sector reform (Yong and Koon,
2003) Some scholars argue that the use of information technology in the
public domain is the second revolution in public management Information
and communication technology seeks to transform not only the way of
delivering public services but also changing the basic relationship between
government and citizens (Saxena, 2005) However, there are others who
consider online public services as a sub-group and promote public sector
reform (Yong and Koon, 2003) Because the goal of online public services
is to improve the efficiency and effectiveness of the public sector in public
services (Criado et al., 2002) In other words, the application of public
online services in the public sector is mainly related to the expansion and
deepening of reforms
The application and use of online public services has special
implications for developing countries Unlike developed countries,
developing countries lack high quality resources to provide adequate
services to their citizens The concept of information and telephone service
provision is not common in most developing countries In traditional public
services, to carry out any kind of government service, organizations and
individuals need to interact directly with government employees, which will
cause them to consume considerable time time, effort, money Therefore,
providing government online services will save time and cost Transparency
factors built into online channels can also reduce corruption - a serious
17 H1: Efficiency has a positive impact on enterprise’s satisfaction with online tax services
H2: Safety and security have a positive impact on enterprise’s satisfaction with online tax services H3: Web design has a positive impact on enterprise’s satisfaction with online tax services
H4: Quality of service has a positive impact on enterprise’s satisfaction with online tax services
H5: Trust in the Internet has a positive impact on enterprise’s satisfaction with online tax services
Trang 5CHAPTER 2 THEORETICAL AND RESEARCH MODEL
OF SATISFACTION FOR ONLINE TAX SERVICE
2.1 Definition and classification of satisfaction
The author gives the theory of satisfaction as well as the way to
classify satisfaction
2.2 Public services and public administrative services
The author provides definitions, characteristics and how to classify
public services and public administrative services
2.3 Online tax service
The author presents the concept and characteristics of online tax
services
2.4 Research model and hypothesis
Figure 2.4: Theoretical research model
Efficiency
- Enterprise size
- Time to use the service
Enterprise’s satisfaction with online tax services
Trust in internet
Service quality
Web design
Safety and security
H1
H5 H4 H3 H2
public services is a revolution in the provision of government services in developing countries
Table 1.1 Factors affecting satisfaction with online public
service
Author
Factors affecting satisfaction with online public services
Research area
Aldin et al (2006) - Quality system
- Quality information
- Social influence
- Easy to use
E-government acceptance and user satisfaction
Wangpipatwong et al
(2005)
- Quality system
- Quality information
- Easy to use
- Effectiveness
Factors affecting the application of e-government websites
McKinney et al (2002) - Quality system
- Quality information
- Effectiveness
Measure customer satisfaction with the website Anwer et al (2016) - Effectiveness
- Easy to use awareness
- Security of information and transactions
- Support Services
Evaluate e-government services from citizen's satisfaction
Abhichandani et al - Calculating utilities Evaluate satisfaction
10
- Effectiveness
- Flexibility
- Custom
with e-government
Parasuraman et al
(2005)
- Effective
- Commitment
- Readiness of the system
- Security
Quality online service
Pinho et al (2008) - Convenience
- Service quality
- Quality information
Satisfaction in the online public sector
Xenia and Mentzas
(2012)
- Trust
- Effectiveness
- Faith
- Citizens support
Quality of online public services
Kanaan et al (2016) - Quality information
- Easy to use awareness
- Personalized
- Faith
The success of e-government
Cao Duy Hoang, Le
Nguyen Hau (2011)
- Quality of staff
- Infrastructure
- Easy access
Quality of public administrative services and citizen satisfaction
15
Author Impact factor Research results
on tax policies and changes, adjustments to the business in
a complete, timely and accurate manner; ensure facilities in the one-stop department, improve the service attitude of tax officials in the process of receiving applications and guiding businesses; encourage enterprises to submit their tax declaration dossiers early to limit overcrowding in the process
of receiving applications at the end of the payment deadline
Trang 6Author Impact factor Research results
- Price
- Web display
- Personalized
Nguyen Thi Quynh
Trang and Nguyen
Thi Hong Dieu
(2012)
"Surveying the
satisfaction level of
enterprises with tax
declaration and
payment
procedures"
- Ability to access
information
- Infrastructure
- Declaration
procedure
- Service attitude of
tax officials
- Resolve the
complaint report
Survey results show that most businesses are satisfied with the procedures for tax declaration and payment at the City Tax Department and district tax offices
Specifically, 56.4% of businesses rated satisfaction and were very satisfied; only 2.6% of businesses rated not satisfied and dissatisfied;
However, the rate of businesses rated normal accounts for quite high with 40.9%
From the results of the survey, the author recommended tax authorities
to pay attention to promoting administrative reforms in the field of tax declaration and payment; provide information
1.2 Studies of satisfaction with online tax services
Online Tax Service is a type of online public service provided by the State to organizations and individuals in the network environment, including: providing online information related to tax and dialogue, direct inquiries, tax registration, submission of declarations, declaration, payment, refund, settlement of complaints and denunciations of taxpayers and provision of electronic invoices Along with the strong and explosive development of information technology, the application of technology to public services is focused on, especially with tax services So, researchers have paid much attention to online tax services
Table 1.2 Factors affecting satisfaction Author Impact factor Research results
Lee et al (2008)
"User evaluations
of tax filing websites: A comparative study
of South Korea and Turkey"
- Web design
- Convenience
- Effectiveness
- Service quality
The study compared web-based tax payment systems of Turkey and South Korea Although Turkey has a complex tax system, but Turkish individual users do not find the tax payment system difficult to use and probably because they are regular accountants who use the system
Zaidi et al (2017)
"Moderating effect
of culture on e-filing taxes:
- Use computer skills
- Web design
- Useful awareness
- Quality information
Easy to use and useful awareness has a positive impact on individual user satisfaction and higher
12
Author Impact factor Research results
edividence from
India"
system
- National culture
satisfaction is related to the intention to apply higher online tax payments
colleagues (2010)
“Factors of user
satisfaction in the
Malaysian income
tax e-filing
system”
- Personalized
information
- Security
- Reliability
- Time efficiency
- Support Services
- Web design
Personalization, completeness
of information, web design and security are used to measure the content of electronic information systems System quality measures refer to the desired characteristics of the electronic information system
by using usability, availability, reliability, and time efficiency Then the overall support is provided by the service provider in the direction of the electronic information system
Geetha and Sekar
(2012)
"E-filing income
tax: Awereness and
satisfaction level of
individual tax
- Safety
- Exactly
- Web design
- Availability
This study shows that current users are satisfied with electronic filing facilities but most individual taxpayers are not aware of electronic filing and e-payment procedures, so
it should be enough steps to
13
Author Impact factor Research results
Coimbatore city, India"
create awareness in the minds
of taxpayers regarding electronic tax payment Puthur et al (2016)
"Tax payer satisfaction and intension to re-use government site for e-filing"
- Web design
- Useful awareness
- Trust in the internet
Through access to both qualitative and quantitative methods, the results show that web design, useful awareness and trust are positively related
to taxpayer satisfaction Chumsombat
(2014)
"Factors influencing user satisfaction of e-tax filing: The study of smaill and medium enterprises"
- Effectiveness
- Service quality
- Trust
The researcher found that efficiency, service quality and trust have a positive and significant impact on the satisfaction of small and medium enterprises
Pinho et al (2007)
SERVQUAL online certification regarding certification account: the case
- Trust
- Response
- Access
- Flexibility
- Easy to use
- Effective
The study also shows that empathy, tangibility and convenience are factors contributing to the improvement of accountants' satisfaction with online tax services