Implementation of the Online Tax Payment Facility in a Philippine Local Government Unit

Vibora, Erwin; Mandigma, Belinda S.

doi:10.18848/2324-7649/cgp/v17i02/43-65

Cited by 1 publication

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“…The findings that most of the respondents are from the fourth-and third-class municipalities are indicative of the capacity of the LGUs to fund or invest in Information and Communication Technology (ICT) infrastructure which is a common challenge in developing countries (Ngulube, M., & Herselman, M., 2014 [3]; [4]. [5] is the unavailability of physical payment facilities. These difficulties in payment facilities and delays in reflecting payments can impact both taxpayers and the LGUs.…”

Section: Data Collection Proceduresmentioning

confidence: 99%

LOCAL GOVERNMENT UNITS’ (LGUs) SERVICES LINK TO GOVERNMENT FINANCIAL INSTITUTIONS’ (GFIs) ONLINE AND CUSTOMER TOUCHPOINTS IN SELECTED MUNICIPALITIES OF FOURTH DISTRICT OF LAGUNA PROVINCE: FOR DIGITAL TRANSFORMATION

Marqués-León

2023

EPRA

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This study aimed to compare service quality and challenges faced by Local Government Units (LGUs) linked with Government Financial Institutions (GFIs) and those that are not. One hundred seventy-nine (179) LGU employees from the Fourth District of Laguna Province, were surveyed via purposive sampling. Results showed that out of the 14 municipalities included, five had linked up with LANDBANK, a GFI, while the remaining nine still needed to start linking up with GFIs, representing 64.29% of the total municipalities. The studys results found that the lack of funding for ICT infrastructure, absence of an IT officer, poor internet connectivity, and lack of knowledge in digitalization were significant challenges encountered in implementing e-payment touchpoints. The study also found that the linked LGUs scored significantly higher in the efficiency of services, fiscal benefits, process improvement, and business-friendliness than non-linked LGUs, suggesting that linking up with GFIs positively impacts service quality perceptions. The study provides insights for the GFIs sector and LGUs in improving their e-payment services and overall service quality. KEYWORDS: Government Financial Institutions, Digital Transformation, Local Government Units, Online Touchpoints, Service Quality

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Section: Data Collection Proceduresmentioning

confidence: 99%

LOCAL GOVERNMENT UNITS’ (LGUs) SERVICES LINK TO GOVERNMENT FINANCIAL INSTITUTIONS’ (GFIs) ONLINE AND CUSTOMER TOUCHPOINTS IN SELECTED MUNICIPALITIES OF FOURTH DISTRICT OF LAGUNA PROVINCE: FOR DIGITAL TRANSFORMATION

Marqués-León

2023

EPRA

View full text Add to dashboard Cite

show abstract

Implementation of the Online Tax Payment Facility in a Philippine Local Government Unit

Cited by 1 publication

References 0 publications

LOCAL GOVERNMENT UNITS’ (LGUs) SERVICES LINK TO GOVERNMENT FINANCIAL INSTITUTIONS’ (GFIs) ONLINE AND CUSTOMER TOUCHPOINTS IN SELECTED MUNICIPALITIES OF FOURTH DISTRICT OF LAGUNA PROVINCE: FOR DIGITAL TRANSFORMATION

LOCAL GOVERNMENT UNITS’ (LGUs) SERVICES LINK TO GOVERNMENT FINANCIAL INSTITUTIONS’ (GFIs) ONLINE AND CUSTOMER TOUCHPOINTS IN SELECTED MUNICIPALITIES OF FOURTH DISTRICT OF LAGUNA PROVINCE: FOR DIGITAL TRANSFORMATION

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