The Influence of Reputation and Website Quality on Emotion, Perceived Risk and Satisfaction of Individual Taxpayers at KPP Pratama Padang Dua

Erizal Erizal () and Vidyarini Dwita
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Erizal Erizal: Universitas Negeri Padang
Vidyarini Dwita: Universitas Negeri Padang

A chapter in Proceedings of the 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-10 2022), 2025, pp 791-805 from Springer

Abstract: Abstract This study examines the effect of reputation and website quality on emotion, perceived risk and individual taxpayer satisfaction at KPP Pratama Padang Dua. Also, examine the mediating role of the proposed emotion model variables. In collecting data this study used a questionnaire survey. the unit of analysis is an individual taxpayer who has used the website in the tax administration process at KPP Pratama Padang Dua a. The PLS-SEM approach is used in data analysis techniques. The findings show that reputation and website quality have a significant and positive effect on emotion, perceived risk and individual taxpayer satisfaction at KPP Pratama Padang Dua . then, emotion significantly mediates the correlation between perceived risk and satisfaction.

Keywords: Reputation; Website Quality; Emotion; Perceived Risk; Satisfaction (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-839-4_67

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DOI: 10.2991/978-94-6463-839-4_67

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