基于修正IPA分析法的远程帮办中心服务质量研究——以X县税务局为例

Research on the Service Quality of Remote Help Centre Based on Modified IPA Analysis Method——Taking X County Taxation Bureau as an Example

为探究影响税务局远程帮办中心服务质量的因素,找到提升远程帮办中心服务质量途径,采用修正IPA分析法,通过问卷调查其对X县税务局远程帮办中心5个质量维度、21个质量指标的满意度和感知重要性。结果显示,远程帮办服务在服务平台、服务团队和征纳互动方面都存在一定的问题,影响纳税人对远程帮办服务的体验,针对上述问题提出强化远程帮办中心人才保障、完善远程帮办平台服务和提升远程帮办征纳互动品质三个方面的对策建议。

In order to explore the factors affecting the service quality of the remote help center of the tax bureau and to find ways to improve the service quality of the remote help center,the modified IPA analysis method was adopted to investigate the satisfaction and perceived importance of the five quality dimensions and 21 quality indicators of the remote help center of the X county tax bureau through a questionnaire.The results show that there are certain problems affecting taxpayers'experience of remote help service in terms of service platform,service team and interaction between taxpayers and employers.In order to solve these problems,three countermeasures are proposed:strengthening the talent protection of remote help center,improving the service of remote help platform and improving the quality of remote help collection and collection interaction.