内蒙地税局纳税服务满意度评价指标体系的构建

发布时间：2018-06-11 18:46

本文选题：满意度评价 + 纳税服务　；参考：《内蒙古大学》2014年硕士论文

【摘要】：当前,我国提出了要让纳税人满意度和税法遵从度不断提高的税收征管目标。在此背景下,内蒙地税局如何改进自己的纳税服务工作,切实提升纳税人满意水平已成为当前征管工作的重点,也是面临的一项长期而艰巨的任务。本文通过对顾客满意度的影响因素和内蒙地税局纳税人的现实需求进行分析,运用问卷调查法分析目前内蒙地税局在纳税服务方面存在的优点和不足。在此基础上,结合美国的ACSI模型建立了内蒙地税局纳税服务满意度模型,构建了内蒙地税局纳税服务满意度评价指标体系,利用层次分析法确定了每项指标的权重,而后对内蒙地税局纳税服务满意度进行综合测评。在文章的最后提出了六大条件保障此指标体系的顺利实施。本文期望通过构建纳税服务满意度测评指标体系,为改进内蒙地税局纳税服务工作提供参考依据,最终使纳税人满意度和税法遵从度不断提高。
[Abstract]:At present, our country has put forward the goal of tax collection and management to improve the satisfaction of taxpayers and the compliance of tax laws. In this context, how to improve their tax service, improve the level of taxpayer satisfaction has become the focus of the current collection and management work, is also facing a long-term and arduous task. Based on the analysis of the influencing factors of customer satisfaction and the actual needs of the taxpayers of Inner Mongolia Local Taxation Bureau, this paper uses the questionnaire method to analyze the advantages and disadvantages of tax service in Inner Mongolia Local Taxation Bureau. On this basis, combined with the ACSI model of the United States, the tax service satisfaction model of Inner Mongolia Local Taxation Bureau is established, the evaluation index system of tax service satisfaction degree of Inner Mongolia Local Taxation Bureau is constructed, and the weight of each index is determined by AHP. Then the tax service satisfaction of Inner Mongolia Local Taxation Bureau was comprehensively evaluated. At the end of the article, six conditions are put forward to ensure the smooth implementation of this index system. This paper hopes to build a tax service satisfaction evaluation index system to provide a reference for improving the tax service work of Inner Mongolia Local Taxation Bureau and finally to improve the degree of taxpayer satisfaction and tax compliance.
【学位授予单位】：内蒙古大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F812.42

【参考文献】