Research on the Service Quality of Remote Help Centre Based on Modified IPA Analysis Method——Taking X County Taxation Bureau as an Example
In order to explore the factors affecting the service quality of the remote help center of the tax bu-reau and to find ways to improve the service quality of the remote help center,the modified IPA analysis method was adopted to investigate the satisfaction and perceived importance of the fiive quality dimensions and 21 quality indicators of the remote help center of the X county tax bureau through a questionnaire.The results show that there are certain problems affecting taxpayers'experience of remote help service in terms of service platform,service team and interaction between taxpayers and employers.In order to solve these problems,three countermeasures are proposed:strengthening the talent protection of remote help center,improving the service of remote help platform and improving the quality of remote help collection and collec-tion interaction.
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