Government website service quality: a study of the Irish revenue online service

Regina Connolly, Frank Bannister and Aideen Kearney

European Journal of Information Systems, 2010, vol. 19, issue 6, 649-667

Abstract: Online taxation systems have been among the most successful of e-government applications both in terms of citizen take-up and savings to the taxpayer. Understanding the factors that lead to high take-up is of potential interest to other public sector online service providers. This paper examines the quality of the online service provided by the Irish Revenue Commissioners’ tax filing and collection system, Revenue Online Service (ROS). A modified version of the recently operationalized E-S-QUAL instrument is used to examine online service quality from the point of view of the citizens and tax practitioners who use this eGovernment system. The findings show that efficiency and ease of completion are the dimensions of website service quality that most influence ROS users’ perceptions of value and convenience as well as their intentions to use and recommend the website to their peers. The practical implications of these findings include the fact that providers of public sector e-services should concentrate on communicating the functionality of their e-services. In addition, they should focus on reducing citizen concerns regarding misuse or mismanagement of personal data.

Date: 2010
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://hdl.handle.net/10.1057/ejis.2010.45 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:tjisxx:v:19:y:2010:i:6:p:649-667

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/tjis20

DOI: 10.1057/ejis.2010.45

Access Statistics for this article

European Journal of Information Systems is currently edited by Par Agerfalk

More articles in European Journal of Information Systems from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().