Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia

This study discusses the customer satisfaction level in the use of the MyTax System among taxpayers in Malaysia. The performance of an organization's e-services can be evaluated comprehensively through the level of customer satisfaction. An organization will be able to identify the strengths an...

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Main Author:	Rose Afdayanti, Nasir
Format:	Thesis
Language:	eng eng
Published:	2022
Subjects:	HJ4771.6 Income Tax Tax Returns. HJ Public Finance
Online Access:	https://etd.uum.edu.my/10736/1/s827754_01.pdf https://etd.uum.edu.my/10736/2/s827754_02.pdf
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id	my-uum-etd.10736
record_format	uketd_dc
spelling	my-uum-etd.107362023-11-05T02:29:41Z Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia 2022 Rose Afdayanti, Nasir Ismail, Shahifol Arbi College of Business (COB) College of Business HJ4771.6 Income Tax. Tax Returns. HJ Public Finance This study discusses the customer satisfaction level in the use of the MyTax System among taxpayers in Malaysia. The performance of an organization's e-services can be evaluated comprehensively through the level of customer satisfaction. An organization will be able to identify the strengths and weaknesses in the e-services provided to users. Thus, the organization can implement several initiatives to improve the quality of electronic services, provided for consumers and thus increase competitiveness. Four independent variables namely the system quality, information quality, service quality, and the use of MyTax were adapted to assess customer satisfaction with MyTax. The methodology used is a set of questionnaire which was randomly distributed to 250 taxpayers in Malaysia. A total of 151 respondents from various backgrounds had provided feedback. This study focuses on seven (7) hypotheses to see the results of the positive relationship that exists between the independent variables and the level of customer satisfaction. The findings of the study show that System Quality (KS), Information Quality (KP) and Service Quality (KP) have a significant relationship with the use of MyTax and user satisfaction. The study also found that the use of MyTax has a significant relationship with customer satisfaction. Taxpayers' proposal for IRBM to provide a platform through MyTax to upload supporting documents and receipts need to be considered so that it can benefit taxpayers, the tax system and the country. However, the IRBM may require high operating costs as it requires larger digital storage stores. Therefore, further study needs to be done to identify its effectiveness and whether the development of MyTax will increase the total number of tax collection. 2022 Thesis https://etd.uum.edu.my/10736/ https://etd.uum.edu.my/10736/1/s827754_01.pdf text eng 2025-10-06 staffonly https://etd.uum.edu.my/10736/2/s827754_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ismail, Shahifol Arbi
topic	HJ4771.6 Income Tax Tax Returns. HJ Public Finance
spellingShingle	HJ4771.6 Income Tax Tax Returns. HJ Public Finance Rose Afdayanti, Nasir Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
description	This study discusses the customer satisfaction level in the use of the MyTax System among taxpayers in Malaysia. The performance of an organization's e-services can be evaluated comprehensively through the level of customer satisfaction. An organization will be able to identify the strengths and weaknesses in the e-services provided to users. Thus, the organization can implement several initiatives to improve the quality of electronic services, provided for consumers and thus increase competitiveness. Four independent variables namely the system quality, information quality, service quality, and the use of MyTax were adapted to assess customer satisfaction with MyTax. The methodology used is a set of questionnaire which was randomly distributed to 250 taxpayers in Malaysia. A total of 151 respondents from various backgrounds had provided feedback. This study focuses on seven (7) hypotheses to see the results of the positive relationship that exists between the independent variables and the level of customer satisfaction. The findings of the study show that System Quality (KS), Information Quality (KP) and Service Quality (KP) have a significant relationship with the use of MyTax and user satisfaction. The study also found that the use of MyTax has a significant relationship with customer satisfaction. Taxpayers' proposal for IRBM to provide a platform through MyTax to upload supporting documents and receipts need to be considered so that it can benefit taxpayers, the tax system and the country. However, the IRBM may require high operating costs as it requires larger digital storage stores. Therefore, further study needs to be done to identify its effectiveness and whether the development of MyTax will increase the total number of tax collection.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Rose Afdayanti, Nasir
author_facet	Rose Afdayanti, Nasir
author_sort	Rose Afdayanti, Nasir
title	Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
title_short	Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
title_full	Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
title_fullStr	Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
title_full_unstemmed	Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia
title_sort	penentuan tahap kepuasan pengguna terhadap penggunaan sistem mytax di kalangan pembayar cukai di malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2022
url	https://etd.uum.edu.my/10736/1/s827754_01.pdf https://etd.uum.edu.my/10736/2/s827754_02.pdf
_version_	1783729420190613504

Penentuan tahap kepuasan pengguna terhadap penggunaan sistem MyTax di kalangan pembayar cukai di Malaysia

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