Case Study On Customer Satisfaction Index Of Local Taxation Bureau System

As a law enforcement department, the local taxation bureau system has close ties with the public. The services it provides not only represent the image of local taxation bureau system but also affect state and government images directly. With the development of social and economic situations, the law awareness of tax payers becomes stronger, thus requires newer and higher standards for taxation services. Issues such as improving the weak links of taxation services to a better status and increasing the customer satisfaction index could not be neglected, and have become a long and hard task in taxation management reform. In recent years, taxation departments of every level have done many beneficial research work on customer satisfaction index, but the their subsequent studies and theories lack some depth, which makes this study of customer satisfaction index on local taxation bureau system show some sense in theory and has practicing value to some extent.This dissertation firstly defines some concepts such as Customer of Taxation Bureau System, Custom Satisfaction and Customer Satisfaction Index, analyses the model of American Customer Satisfaction Index in depth. Secondly, by studying factors that affect customer requirements and customer satisfaction index of taxation bureau system, the dissertation sets up a measurement system of customer satisfaction index of taxation bureau system which establishes ways used in assessing quantification index and investigation methods. Next it gives concrete tests on customer satisfaction index of Local taxation bureau of Suning, analyzes the accumulated investigation data that were sorted out in groups, summarizes and extracts the research work on how to improve customer satisfaction index of Local taxation bureau of Suning. At last, the dissertation comes up with feasible proposals on how to improve customer satisfaction index of local taxation system, states that local taxation departments need to take 5 measures which are raising awareness of taxation service, providing customer oriented service, setting up satisfaction assessment mechanism, improving information service level, enhancing qualities of cadres groups to attain more standardized service, forge taxation management style and acquire the maximum recognition by the society.