The level of taxpayer’s satisfaction for services provided by the Volunteer Income Tax Assistance (VITA) site: A case study

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Abstract

This study aims to explore the satisfaction level of Volunteer Income Tax Assistance (VITA) taxpayers at the University of the District of Columbia (UDC) site. A survey was designed to collect data regarding three main dimensions consisting of 22 paragraphs to achieve this objective. The results reveal that on average the level of satisfaction with the services provided by the UDC VITA tax site is 92.4 percent. The regression results indicate that the current model explains 55 percent of the variation in the dependent variable. The findings of the study reveal that comfortability and experience dimensions are positively and significantly related to the level of satisfaction, whereas the technical and logistic support dimension is not correlated with the level of satisfaction. The findings of this study are crucial for enhancing the services offered by the VITA tax site to ensure customer satisfaction. This approach promotes human capital development in specific areas within the preview organization (Kryscynski & Ulrich, 2015). Moreover, the current study recommends examining the challenges and difficulties encountered by our stakeholders mainly, students and faculty within a university-level VITA tax program to delight our customers (Mittal & Kamakura, 2001).

Keywords: Satisfaction, VITA, Taxpayer, Case Study, Survey

Authors’ individual contribution: Conceptualization — S.A. and D.R.-F.; Methodology — S.A. and D.R.-F.; Formal Analysis — S.A. and D.R.-F.; Investigation — S.A. and D.R.-F.; Data Curation — S.A. and D.R.-F.; Writing — Original Draft — S.A. and D.R.-F.; Writing — Review & Editing — S.A. and D.R.-F.; Visualization — S.A. and D.R.-F.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: A2, K3, K4, M4

Received: 08.10.2023
Accepted: 21.03.2024
Published online: 25.03.2024

How to cite this paper: Abed, S., & Robinson-Foster, D. (2024). The level of taxpayer’s satisfaction for services provided by the Volunteer Income Tax Assistance (VITA) site: A case study. Risk Governance and Control: Financial Markets & Institutions, 14(1), 103–110. https://doi.org/10.22495/rgcv14i1p7