Measurement of Service Quality At Tax Chambers by SERVQUAL Analysis

Arı, Erkan; Yılmaz, Veysel; Ozkan, Can

doi:10.17093/alphanumeric.334239

Cited by 2 publications

(4 citation statements)

References 4 publications

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“…The outcomes of this research are in line with research performed by Arı et al (2017), discovering that there is no distinction between the expected provider with the carrier perceived with the aid of the taxpayer.…”

Section: The Effect Of Properly Carrier On Taxpayer Awarenesssupporting

confidence: 81%

“…Several studies: good service is carried out by (Masunga et al, 2020) the great of carrier and information has a brilliant impact on creating a wish to acquire and utilize an e-tax device that improves tax compliance behavior. However, the first-rate device has not shown an enormous impact on tax compliance behavior (Arı et al, 2017). The study showed huge variations between carrier perceptions and demographic features.…”

Section: Introductionmentioning

confidence: 82%

“…The effects of this study help what is carried out via Arı et al, (2017) which states that correct service is no longer in a position to make bigger the compliance of PBB-P2 taxpayers.…”

Section: The Effect Of Good Service On Taxpayer Compliancementioning

confidence: 92%

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Procedure Easy Analysis, Effective Verification, Good Service on Taxpayer Awareness and Compliance

Rahayu

2022

EJEFR

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The reason for this study was once to decide the attention of taxpayers in mediating accurate service relationships, simple and easy procedures and high-quality verification of compliance with land and building taxpayers in the Rural and Urban sectors. A complete of 123 person taxpayers who own land and or buildings. who took the Land and Building Tax Payable Tax Return for 2022 at the Malang City Regional Revenue Agency, the records analysis used WarpPLS to evaluate the mannequin starting from the outer model and the internal model. The effects showed that taxpayer cognizance used to be in a position to mediate a high-quality verification relationship on taxpayer compliance. Effective consciousness and verification without delay have an effect on taxpayer compliance, whilst appropriate service, easy and handy methods are no longer in a position to make bigger taxpayer recognition and compliance. JEL: H20; H25; H24 Article visualizations:<img src="/-counters-/edu_01/0946/a.php" alt="Hit counter" />

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Section: The Effect Of Properly Carrier On Taxpayer Awarenesssupporting

confidence: 81%

Section: Introductionmentioning

confidence: 82%

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Procedure Easy Analysis, Effective Verification, Good Service on Taxpayer Awareness and Compliance

Rahayu

2022

EJEFR

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“…This study aims to focus on the factors affecting the decision of a customer while booking a hotel using SERVPERF scale. SERVPERF is a performance only scale and is believed to be a preferable tool for reliability and validity as it only takes into consideration the perceived service quality and does not ponder upon the expected service quality [3]. (Brady, 2002) suggested that service performance only (SERVPERF) scale can be used to determine the overall service quality, in contradiction to the difference between expectations and perceptions based SERVQUAL scale.…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting the Decision of a Customer While Booking a Hotel Using the SERVPERF Scale

Khanna¹,

Sharma²

2023

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In today’s highly competitive market when it comes to having a competitive advantage over others, providing superior service quality to the customers is the most important criteria for any industry. To provide superior service quality, it is a must for businesses to recognize the factors contributing to the customer perception towards service quality. The primary purpose of this study was to decide the factors influencing the decision of a customer while booking a hotel using performance only scale SERVPERF. The SERVPERF scale aims to measure the customer perception regarding the services offered. The performance only scale comprises of 22 service quality items under four factors, namely, Tangibility, Reliability, Assurance – Responsiveness, and Empathy. A primary survey was floated which was validated in person before floating to check the reliability of the questions asked in the survey. The data collected was analyzed using supervised classification technique – Logistic Regression to determine the factor that has the highest contribution in customer perception for the decision making while booking a hotel. The study and the overall findings depicted that the highest contributing factor among all the dimensions’ is tangibility as the model has the highest accuracy and precision, followed by Empathy. Hotel operators and Hotel managers can focus their major efforts in these two factors to provide superior service quality based on the customer perception to have a competitive advantage in the market to maximize their overall sales in this service industry.

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Measurement of Service Quality At Tax Chambers by SERVQUAL Analysis

Cited by 2 publications

References 4 publications

Procedure Easy Analysis, Effective Verification, Good Service on Taxpayer Awareness and Compliance

Procedure Easy Analysis, Effective Verification, Good Service on Taxpayer Awareness and Compliance

Factors Affecting the Decision of a Customer While Booking a Hotel Using the SERVPERF Scale

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