University of Twente Student Theses
Citizens’ Trust in E-governance Platforms: A Case of E-taxation in Bangladesh
Islam, Md Foyjul (2024) Citizens’ Trust in E-governance Platforms: A Case of E-taxation in Bangladesh.
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| Abstract: | It is acknowledged that public trust is the cornerstone of effective governance. There is a considerable relationship between trust and the uptake of e-governance offerings. The study provides a comprehensive overview of e-governance and factors that affect citizen trust in the e-taxation system in Bangladesh. The thematic analysis has been the explicit focus of this investigation. For this method, both primary and secondary data were used. Semi-structured and unstructured interviews were the primary means of gathering data for this research. Eight interview subjects were selected based on the convenience sample approach and snowball sampling method. Several crucial conclusions are drawn from the thorough investigation of the variables influencing citizens' confidence in Bangladesh's e-taxation system as opposed to paper-based taxation. These include mass awareness, ease of use, information security, accuracy, transparency, support system, system quality, and user-friendly features. These elements are essential for fostering trust in e-taxation in Bangladesh. Significant findings indicate that people are generally reluctant to accept new developments since they have not become accustomed to them. Thus, public awareness campaigns and support system are major in bringing taxpayers into the e-taxation system. taxpayers' perceptions are greatly influenced by ease of use. While most respondents believe e-taxation to be easier and more convenient than traditional paper-based tax systems, protecting personal and financial information is a significant issue. Respondents voiced concerns about information privacy, storage locations, and general security procedures. Most respondents have positive perceptions of the e-taxation system's accuracy. In e-taxation, automation lowers computational mistakes when compared to manual calculations. Additionally, a top-notch platform minimises server lag and guarantees user privacy. The results emphasise the significance of having user-friendly interfaces with options for the native language, a robust quality system to prevent server slowdown and safeguard information privacy, face detection installed for secure site login, automated software to detect fraud and gaps in tax returns to avoid tax evasion, and sufficient digital literacy to promote trust in e-governance platforms. By putting these findings into practice, Bangladesh might improve its e-governance system and provide public services more efficiently, transparently, and inclusively. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 88 social and public administration |
| Programme: | Public Administration MSc (60020) |
| Link to this item: | https://purl.utwente.nl/essays/102710 |
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