Factors Affecting User Satisfaction in Hasil Integrated Tax System (Hits) Among Inland Revenue Board Of Malaysia (IRBM) Officers

This study investigated the Factors Affecting User Satisfaction in Hasil Integrated Tax System (HITS) among Inland Revenue Board of Malaysia (IRBM) Officers. The performance of an organization's e-services can be evaluated comprehensively through the level of user satisfaction. Organizations can identify the strengths and weaknesses of the developed e-services. Thus, organizations can implement initiatives to improve the quality of e-services provided to users and further increase competitiveness. Four independent variables 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 were adapted to assess the factor affecting of user satisfaction with HITS. Data collection involved 120 officers of IRBM from various department and section across IRBMs’ office from all over Malaysia. This study focuses on seven (7) hypotheses to examine the results of the significant relationship between the independent variables and the level of user satisfaction. The study found that System Quality (SQ), Information Quality (IQ) and Service Quality (SVQ) have significant relationships with the use of HITS and user satisfaction. Therefore, a further study needs to be conducted to examine its effectiveness and whether the development of HITS will
increase the amount of tax collection and improve the quality of service to customers.