Research findings : the progress of South African Revenue Service on its service quality journey

Smulders, Sharon Ann; Stiglingh, M. (Madeleine)

dc.contributor.author	Smulders, Sharon Ann
dc.contributor.author	Stiglingh, M. (Madeleine)
dc.date.accessioned	2010-07-19T12:42:46Z
dc.date.available	2010-07-19T12:42:46Z
dc.date.issued	2008-12
dc.description.abstract	The South African Revenue Service (SARS) introduced its Service Charter in 2005, to be fully effective from the beginning of the 2008 tax year. The intention of this Charter is to set out specific service delivery targets which SARS aims to achieve. To get an indication of the progress made by the SARS on its service quality journey, firstly a questionnaire was administered with the aim of establishing the perceptions of tax practitioners towards the service quality of specific services mentioned in the Service Charter. Secondly, reforms subsequently introduced by SARS were analysed in relation to the findings of the survey and positive correlations were found.	en_US
dc.identifier.citation	Smulders, S & Stiglingh, M 2008, 'Research findings: the progress of South African Revenue Service on its service quality journey', Journal of Public Administration, vol. 43, no. 4, pp. 607-628. [http://www.saapam.co.za/]	en_US
dc.identifier.issn	0036-0767
dc.identifier.uri	http://hdl.handle.net/2263/14494
dc.language.iso	en	en_US
dc.publisher	South African Association for Public Administration and Management	en_US
dc.rights	South African Association for Public Administration and Management	en_US
dc.subject	South African Revenue Service (SARS)	en_US
dc.subject	Service quality	en_US
dc.subject	Tax returns	en_US
dc.subject	Taxpayers	en_US
dc.subject	Tax practitioners	en_US
dc.subject.lcsh	Taxation -- South Africa
dc.subject.lcsh	Consumer satisfaction -- South Africa
dc.title	Research findings : the progress of South African Revenue Service on its service quality journey	en_US
dc.type	Article	en_US