RESEARCH OF QUALITY OF ONLINE SERVICES PROVIDED BY THE STATE TAX INSPECTORATE

Currently we can see very rapid development of information systems, which allow users access to various services remotely. The expenses for development and improvement of these systems remains very high, but the examination of quality of these services remains poor. This fact Due to this fact leaded following phrasing of the purpose of research – after determination of factors, influencing the quality of online services, and selection of methodology for the quality assessment to provide evaluation of online services, provided by State Tax Inspectorate of the Republic of Lithuania. Using the monographic research method there were determined factors, influencing the quality of services provided through the Internet, analysed and summarised expectations of the company's specialists on the State Tax Inspectorate online service quality, analysed methods and techniques used of online service quality evaluation and proposed the methodology for empirical research and data processing. Following steps of proposed methodology it was prepared list of indicators for online services, provided by the State Tax Inspectorate, quality estimation, defined the measurement scales of these indicators and situations, in which one or another indicator have be used, provided questioning of business professionals, who use the State Tax Inspectorate online services, using various statistical methods processed collected data and made assessment of the quality of these services. DOI: https://doi.org/10.15544/ssaf.2012.18