Assessment of Taxpayer's Expectation and Perception of Service Quality in Some Selected Woredas ’of North Shewa Zone, Ethiopia

Abstract

The caption research examines taxpayers ’expectation and perception of service quality in some selected woredas of North Shewa Zone, Ethiopia. The study focuses on examining the views of taxpayers towards the taxpayers ’services expectation and perception. The study adopts descriptive research design. The data have been collected from 270 taxpayers who are the customers of the selected areas thought questionnaire. The collected data a reanalysed using descriptive data analysis. The findings of this study reveal that most taxpayers are getting the service that they expect in most dimensions. Specially, there is no good interaction between employees and customers, employees does not follow the stated rules and regulations to deliver the service. Moreover the findings reveal that the SIG tax software does not function to deliver efficient service, employees do not have a good customer handling ability. Finally, the research suggests a series of measures which should be taken by the revenue office management bodies and staffs in particular; improving the customer handling abilities of the employees and arranging the office in a better ways to increase taxpayers satisfaction; tax officers should be given intensive and repetitive training to improve their attitude and promoting code of conduct with emphasis on ethical values.