Factors influencing user satisfaction level towards ETP system among inland revenue board (IRB) officers in Malaysia

This study examines the factors influencing user satisfaction level with the use of the Enterprise Taxpayer Profile (ETP) system among officers in the Inland Revenue Board of Malaysia. The ETP system, based on the Data Warehouse (DW) method, was developed and implemented in 2008 to enhance the operating systems and boost the capacity of governmental institutions. To assess user satisfaction with the ETP system, four independent variables were adapted, namely System Quality (SQ), Information Quality (IQ), Service Quality (SVQ), and System Use (SU), using the updated DeLone and McLean Model of Information Systems Success. The study was conducted in IRBM's branches throughout Malaysia and involved 140 officers from the Audit Department. Multiple regression analysis was used to examine the relationship of the variables. The findings indicate that System Quality (SQ), Information Quality (IQ), and Service Quality (SVQ) have a significant positive relationship and contribute to IRBM officers' satisfaction with the adoption of the ETP system. The high level of user satisfaction achieved by IRBM through the ETP system serves as a benchmark for the organization and demonstrates that IRBM is on the right track in achieving its system development goals. Furthermore, users' proposals for IRBM include providing more recent data, such as online trading information, and increasing links with other government agencies such as the Malaysian Quarantine and Inspection Services Department (MAQIS).