| dc.description.abstract | Actual revenues and expected revenue always differ with large gap margin resulting in
lower than expected revenue collection. While the total tax receipts may be lower
compared to full compliance, it may not be lower than under other feasible taxation
system. iTax is a modern computer-based assessment and collection software used by the
government. It is a computing and accounting system for state revenues (levies, taxes)
which stores all relevant (credit and debit) data in individual accounts in a data base, and
thus helps monitor and control all tax transactions. iTax provides a convenient and
efficient way to improve revenue collection, transparency in fiscal administration and
management of local and national tax authorities. It is important to understand iTax
system and its influence on service delivery. The study therefore sought to review iTax
system and service delivery by Kenya Revenue Authority, Nairobi stations. The study
adopted Cross-sectional research design approach. The study targeted Kenya Revenue
Authority employees in Nairobi stations. Data was collected using structured
questionnaires. Data obtained was subjected to quantitative methods of data analysis
using SPSS (version 20). T-test was used to determine the degree and significance of the
relationship between variables. The study found that employees’ perception towards
technology (iTax) has a statistically significant influence on customer service delivery. It
found that a better understanding and knowledge of the tax system and access to internet
do improve customer service delivery significantly. | en_US |
