Determinants of User Satisfaction with Local Tax Online Applications with Modifications of the EGovsat Approach

Dessanti Putri Sekti Ari () and Muhammad Nashrullah Arifin
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Dessanti Putri Sekti Ari: Universitas Brawijaya
Muhammad Nashrullah Arifin: Universitas Brawijaya

A chapter in Proceedings of the Brawijaya International Conference on Business Administration, Taxation, and Tourism (BICBATT 2022), 2024, pp 49-55 from Springer

Abstract: Abstract The online local tax application is one of the e-government owned by the Malang city government. This online local tax application was created to make it easier for taxpayers to pay local taxes. The Government of Malang City has socialized the use of local tax applications. However, there are still some taxpayers who pay taxes manually. User satisfaction is one of the success factors of an information system. Therefore, this study aimed to determine the determinants of user satisfaction with online tax applications using modifications of the EGovsat approach. The variables used in this study refer to the EGovsat approach. So that the variables in this study are efficiency, utility, flexibility, reliability, customization, and user satisfaction. The EGovsat model was modified in this study by adding a risk variable. Accidental sampling is the technique applied for sampling. The number of samples used is 100 users of online local tax applications in Malang. This study uses an online survey via Google Forms to collect data. The results showed that utility, reliability, and efficiency affected user satisfaction of Online Local Tax Applications. Meanwhile, customization, flexibility, and risk do not affect user satisfaction of Online Local Tax Applications.

Keywords: Online Local Tax Application; e-government; EGovsat; User Satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-240-8_7

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