Study On Customer Satisfaction Ecaluation In Taxation System

Over the decade, national Customer Satisfaction Index (CSI) evaluation has become the concern of many countries. In China, no national evaluation model has been established so far. Many scholars have also started to do a lot of examples in some fields, and CSI research in government departments has not yet been placed much importance on.The paper starts with a dwelling on CSI theory; it defines taxpayers'rights and obligations, and analyzes needs of customers in taxation system, including the establishment of CSI evaluation index system, quantization of the indexes, decision about the weight, and the choice of models, etc. Through case study, the paper evaluates and analyzes customer satisfaction in Local Taxation Bureau of Qinhuangdao Development Zone (QDZ). Finally, the paper concludes with suggestion and actions to taken to improve customer satisfaction in taxation system.