Service Quality : The Case of the Revenue Online Service

This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners’ online tax filing and collection system. The Irish Revenue On-Line Service (ROS) site has won several awards. In this study, a version of the widely use SERVQUAL measuring instrument, adapted for use with online services, has been modified for the specific case of ROS. In this paper, the theory behind this instrument is set out, the particular problems of evaluating revenue collecting online are examined and the rationale for this approach is explained. Keywords—e-service quality, revenue online system, online tax filing system.

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