Measuring Service Quality atthe Tax Administration of Jamaica (TAJ): An Empirical Inquiry

Abstract

Introduction: Public sector organizations are responsible for providing critical goods and services for the citizens of their countries. Such necessities are more often than not plagued with unsatisfactory quality in developing countries such as Jamaica and the Caribbean at large. Tax Administration Jamaica (TAJ) is an essential player within the current economy. However, no study emerged that examine the service quality offered by staffers of TAJ.

Objective: This study evaluates customers’ perceptions of service quality offered by staffers at the TAJ.

Methods and materials: A cross-sectional non-probability descriptive study was conducted of 194 customers (males, 86 and females, 108) predominantly between the ages 25 to 40 years old. Data were stored, retrieved, and analyzed using the Statistical Packages for the Social Sciences (SPSS).

Results: Seven in every 10 respondents resided in rural areas, and at least 50% of the customers indicated being moderately satisfied with TAJ services, 34.2% were marginally satisfied, and only 15.5 % were delighted. Observably, the respondents point to the lack of responsiveness, assurance, and empathy in the service rendered to them at the agency. Lastly, the outcome demonstrated that gender, area of residence, and subjective social class did not significantly impact perceptions of service quality.