Assessment of Large Tax Payers Satisfaction with Tax Service Delivery. The case of Large Taxpayers' Branch Office (LTO), Addis Ababa, Ethiopia

      Аннотация: This study focused on the Assessment of Large Taxpayers’ Satisfaction with tax service delivery. The main objective of this study was to assess the relation of large taxpayers’ satisfaction with tax service provision of the Branch Office. To achieve the objective, the mixed research approach was employed and sample data was collected from 298 large taxpayers’ by survey method via questionnaire and in-depth interview. Quantitative data was analyzed by using descriptive and inferential analysis and thus, non-parametric statistical test was used to test the hypotheses. The concurrent triangulation design was used to counter balance quantitative and qualitative data results of the study. The result of the study revealed that service quality dimensions, service delivery dimensions and complaints handling mechanisms have significant and positive correlation with large taxpayers’ satisfaction. Finally, a due attention should be given to service quality dimensions, complaint handling system and service delivery dimensions to increase large taxpayers’ satisfaction level in the branch office.

Ключевые слова: Satisfaction, service delivery, service quality, Large taxpayers’, Complaints Handling Mechanism