FACTORS AFFECTING THE SATISFACTION OF BUSINESSES USING ONLINE TAX PAYMENT SERVICES AT THE TAX DEPARTMENT OF HO CHI MINH CITY, VIETNAM

  • Huu Tran Ai Van Hien University, Ho Chi Minh City
  • Hong Mai Thi Dao Van Hien University, Ho Chi Minh City
  • Thanh Vinh Bui VietinBank, Tay Tien Giang Branch

Abstract

Customer satisfaction forms the foundation of any business success, as it leads to service reuse, brand loyalty and positive word of mouth. This study has been conducted as a survey. Convenient sampling method has been applied on a sample of 300 enterprises that have been using online tax payment services of the Tax Department of Ho Chi Minh City. The research model parameters include: (1) Information and system quality, (2) Time efficiency, (3) Confidentiality of information and transactions, (4) Support service / customer service, (5) Helpful awareness, (6) Trust in tax authorities. The results show that confidentiality of information and transactions has the strongest impact. Trust in tax authorities and Helpful awareness impact goes second. Next is time efficiency and support service/customer service. Finally, the Information and system quality is ranked the last one since it has the lowest beta coefficient.

Author Biographies

Huu Tran Ai, Van Hien University, Ho Chi Minh City

PhD, Lecturer of Faculty of Economics, Van Hien University, Ho Chi Minh City, Vietnam.

Research  interests: markets of agricultural  products; SMEs functioning with  government support; organic food markets; environmental issues of economic development; corporate social responsibility.  

Hong Mai Thi Dao, Van Hien University, Ho Chi Minh City

ME,  Lecturer at the  Faculty of  Economics, Van Hien University, Ho Chi Minh City, Vietnam.

Research  interests: SMEs  functioning under  government  support;  consumer  behavior; innovative products.

Thanh Vinh Bui, VietinBank, Tay Tien Giang Branch

MBA, Director at VietinBank, Tay Tien Giang Branch.

Research  interests: SMEs  functioning under government  support;  consumer  behavior; innovative products

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Published
2021-01-29
How to Cite
Ai, H., Dao, H., & Bui, T. (2021). FACTORS AFFECTING THE SATISFACTION OF BUSINESSES USING ONLINE TAX PAYMENT SERVICES AT THE TAX DEPARTMENT OF HO CHI MINH CITY, VIETNAM. The EUrASEANs: Journal on Global Socio-Economic Dynamics, (1(26), 19-32. https://doi.org/10.35678/2539-5645.1(26).2021.19-32