MEASURING THE ACCOUNT REPRESENTATIVES' SATISFACTION TOWARD WEBASED TAX PAYERS PROFILE (APPROWEB) APPLICATIONS
WIRAWAN, I GUSTI NGURAH PUTU (Adv.: Jay R. Rajasekera, Dr), Jay R. Rajasekera, Dr
End user computing satisfaction is a good predictor for success and effectiveness in electronic business environment. Moreover, it also can lead to a continuation of usage of the information system, and its further improvement in the future. As the Directorate General of Taxes (DGT) of the Republic of Indonesia applying information and communication technology (ICT) in its business process, it must provide a high quality information system that can support its business process. Hence, measuring the usersÂ’ satisfaction is extremely important to make sure that all stakeholders remain satisfied with the application. Adopting the End User Computing Satisfaction model from Doll and Torkzadeh 1988, (D&T model), this study attempts to measure the satisfaction of web-based tax payers profile (Approweb) application in Indonesian DGT from Account RepresentativesÂ’ perspective. Our findings, based on user survey, suggest that most of respondents are dissatisfied with the Approweb application. The findings from the survey should be of significant value to the application developer team in order to enhance user satisfaction of Approweb application. Survey also found that the information and system quality are the most critical when it comes to end-user satisfaction. Thus, management should pay special attention to these two constructs in order to achieve better information system software. Further results that would help improve the user satisfaction are identified in this thesis through the application of D&T model.
Kata Kunci : gusti.wirawan@yahoo.com
