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首页> 外文期刊>Transforming Government: People, Process and Policy >Examining the antecedents and consequences of online satisfaction within the public sector: The case of taxation services
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Examining the antecedents and consequences of online satisfaction within the public sector: The case of taxation services

机译：检查公共部门中在线满意度的前因和后果：税收服务的情况

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Purpose – The purpose of this paper is to analyse the antecedents and consequences of online satisfaction within the context of e-government, which increasingly play an important role in modern public administrative management. Specifically, this paper examines the taxation services offered through the web-based electronic declaration system. Design/methodology/approach – Following a quantitative methodological approach, a survey was applied to a sample of 351 certified accountants to empirically test the conceptual model. Structural equation modelling was used to test the conceptual model. Findings – The results of this empirical study validate four out of five hypotheses. It was found that convenience is an important antecedent of both satisfaction and online service quality. Additionally, findings suggest that both the degree of satisfaction and online service quality impacts on the intention of using the taxation website. Overall, results indicate that most of the relationships examined in the private service sector can be extended to the e-government context. Practical implications – This paper offers the opportunity to rethink how the Portuguese Department of Taxation web site provides online services and how it satisfies the needs of users while complying with their fiscal obligations. Originality/value – Despite the entrenched nature of governmental bureaucracy which slows down the adoption of the Internet, market pressures toward fulfilling users' needs has become an increasingly important requirement. This study revealed that the proposed research model, which derives from the private sector, is relevant to the public services context.
机译：目的–本文的目的是分析电子政务环境下在线满意度的前因和后果，这些因素在现代公共行政管理中日益发挥重要作用。具体来说，本文研究了通过基于Web的电子申报系统提供的税收服务。设计/方法/方法–采用定量方法论方法后，对351名注册会计师的样本进行了调查，以实证检验概念模型。结构方程建模用于测试概念模型。调查结果–这项实证研究的结果验证了五种假设中的四种。发现便利性是满意度和在线服务质量的重要先决条件。此外，调查结果表明，满意度和在线服务质量都会影响使用税收网站的意图。总体而言，结果表明，在私人服务部门中研究的大多数关系都可以扩展到电子政务环境。实际意义–本文提供了一个机会，可以重新考虑葡萄牙税务局网站如何提供在线服务，以及它如何满足用户的财务义务。原创性/价值–尽管政府官僚机构根深蒂固的性质减慢了Internet的采用速度，但满足用户需求的市场压力已成为越来越重要的要求。这项研究表明，拟议的研究模型源于私营部门，与公共服务环境有关。

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