Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia

• Main Author: Rose Afdayanti, Nasir
• Format: Thesis
• Language: English; English
• Published: 2022
• Subjects: HJ4771.6 Income Tax. Tax Returns.; HJ Public Finance
• Online Access: https://etd.uum.edu.my/10736/1/s827754_01.pdf; https://etd.uum.edu.my/10736/2/s827754_02.pdf; https://etd.uum.edu.my/10736/

This study discusses the customer satisfaction level in the use of the MyTax System among taxpayers in Malaysia. The performance of an organization's e-services can be evaluated comprehensively through the level of customer satisfaction. An organization will be able to identify the strengths and weaknesses in the e-services provided to users. Thus, the organization can implement several initiatives to improve the quality of electronic services, provided for consumers and thus increase competitiveness. Four independent variables namely the system quality, information quality, service quality, and the use of MyTax were adapted to assess customer satisfaction with MyTax. The methodology used is a set of questionnaire which was randomly distributed to 250 taxpayers in Malaysia. A total of 151 respondents from various backgrounds had provided feedback. This study focuses on seven (7) hypotheses to see the results of the positive relationship that exists between the independent variables and the level of customer satisfaction. The findings of the study show that System Quality (KS), Information Quality (KP) and Service Quality (KP) have a significant relationship with the use of MyTax and user satisfaction. The study also found that the use of MyTax has a significant relationship with customer satisfaction. Taxpayers' proposal for IRBM to provide a platform through MyTax to upload supporting documents and receipts need to be considered so that it can benefit taxpayers, the tax system and the country. However, the IRBM may require high operating costs as it requires larger digital storage stores. Therefore, further study needs to be done to identify its effectiveness and whether the development of MyTax will increase the total number of tax collection.