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Improving property tax revenue generating capacity through service excellence

Kasim, Rozilah and Umar, Muhammad Akilu and Martin , David (2014) Improving property tax revenue generating capacity through service excellence. In: 7th International Real Estate Research Symposium (IRERS 2014), 29-30 April 2014, National Institute of Valuation (INSPEN), Putrajaya .


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The quest for service excellence has become a global issue. In this contemporary era, within the service arena, both public and private organisations are actively and competitively involved in service delivery. This paper aims to establish a relationship between service excellence delivery concept and property tax revenue generated by the local governments (LGs). It implies that delivery of excellent service is a function and or determinant of property tax revenue generation. This can be achieved through an assessing the user experience in relation to the services received. A survey approach was adopted and 300 questionnaires were administered to the taxpayers at Pasir Gudang Municipal Council (PGMC) to determine the level of services delivered in the LG and its implication on property tax revenue generated. The mean score analysis findings reveal that there is a significant relationship between the quality of service delivered and property tax revenue generation. The finding implications affect the revenue generating capacity of the PGMC and also provide a basis for improvement of performance in service delivery. It also generates debate on the role of service excellence within the context of relevant organisation that offers new ways of delivering services for improving revenue generating capacity.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: property tax; service delivery; service excellence; user experience
Subjects: H Social Sciences > HJ Public Finance
Divisions: Faculty of Technology Management and Business > Department of Real Estate Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 28 Oct 2014 01:30
Last Modified: 28 Oct 2014 01:30
URI: http://eprints.uthm.edu.my/id/eprint/5624
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