| Local taxation system is an important economic executive bureau, the qualities of the professional, rules and services are not only the representation of the taxation bureau, but also the government and the country. At present, lots of tax payers are not satisfied with what they get from the local taxation bureau and the staff, how to improve it is important and necessary. Basing on the ACSI and ECSI model and the Customer Satisfactory Index (CSI) theory, this thesis carried out a study about the CSI of the local taxation system, by an investigation to the tax payers of six zones of Tianjin, in order to give advices to the local taxation bureau on how to improve the services, build up a professional atmosphere and make the tax payer satisfied.Firstly the background of the study is introduced, as well as the meaning of carrying out such an investigation on CSI of the local taxation system. Then the customer satisfaction and customer satisfaction index are defined, along with the relative theories, and how they were developed in foreign countries and how it is used in China, as the basis for the further study.Chapter 3 and chapter 4 are the main body. In chapter 3, the investigating system is built up, aiming at the subject and object of this thesis. It introduced the work procedure of the local taxation system briefly, defined customer, and customer satisfactory in the local taxation system, as well as the structure equation theory and calculation methods. Finally basing on the above theories, the CSI model in the local taxation system is built up. In chapter 4, a questionnaire was made and sent out to the studied objects and the customers, and then the data was collected, sorted, and analyzed, finally a statistical analyze was made. In chapter 5, according to the data analysis above, the suggestion to improve the services and increase the CSI for the local taxation system was given out, as well as the summary and the expectation for its future. |
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