Abstract:

With the emergence of e-government, the use of information and communications technology in the public sector has turned from being inward looking and administration-focused to outward looking and service-focused. One aspect of this has been online tax filing which in Ireland takes the form of the Revenue Online Service (ROS), an online service for tax filing. The purpose of this paper is to outline a research project that is currently being undertaken with the Irish Revenue Commissioners to evaluate the quality of the ROS service quality. It describes the application of a newly developed website service quality measurement instrument to users of ROS. It is anticipated that the findings from this study will provide insight regarding the dimensions of website service quality that are most valued by users of this e-government website and also provide insight into the dimensions of website service quality that ROS most need to improve. The application of this newly operationalised website service quality instrument will also provide evidence regarding the degree to which it is culture independent.