Τη τελευταία διετία έχουν παρατηρηθεί αξιοσημείωτες αλλαγές στον τρόπο συναλλαγής των πολιτών με τις Δημόσιες Υπηρεσίες. Οι τεχνολογίες των πληροφοριών και των επικοινωνιών αποτελούν πλέον ένα σημαντικό κομμάτι στον τομέα της εξυπηρέτησης , οδηγώντας το Ελληνικό Δημόσιο στη σύγχρονη ψηφιακή εποχή. Αξίζει ωστόσο να παρατηρηθεί ότι η ευρεία εισαγωγή των ψηφιακών μέσων επικοινωνίας του κοινού με τις Δημόσιες Υπηρεσίες, καταδεικνύει τη περιορισμένη πληροφόρηση που υπάρχει ως προς τον βαθμό ικανοποίησης των χρηστών των συστημάτων αυτών, καθώς και του βαθμού αποδοχής τους. Αντικείμενο της παρούσας μελέτης αποτελεί η διερεύνηση του βαθμού ικανοποίησης των χρηστών της πλατφόρμας ηλεκτρονικών αιτημάτων της Ανεξάρτητης Αρχής Δημοσίων Εσόδων (ΑΑΔΕ). Η μελέτη αφορά την περίπτωση των Υπαλλήλων ΔΟΥ του Νομού Αττικής, καθώς και τους υπαλλήλους επιχειρήσεων που παρέχουν λογιστικές υπηρεσίες και κάνουν χρήση της ηλεκτρονικής πλατφόρμας ΤΑ ΑΙΤΗΜΑΤΑ ΜΟΥ της ψηφιακής πύλης MyAADE.
Η έρευνα διεξάχθηκε με τη χρήση της ποσοτικής μεθόδου μέσω ερωτηματολογίων που διανεμήθηκαν στις ΔΟΥ του Νομού Αττικής, καθώς και σε Λογιστικές Επιχειρήσεις στην ίδια περιοχή. Η ανάλυση των δεδομένων έγινε με τη χρήση των μεθόδων της περιγραφικής και επαγωγικής στατιστικής.
Συμπερασματικά, επιβεβαιώνεται η ύπαρξη θετικής συσχέτισης της συνολικής ικανοποίησης από τη χρήση της πλατφόρμας, και των επιμέρους κατηγοριών ικανοποίησης.
(EL)
In the past couple of years, there have been remarkable changes in the way citizens interact with public services. Information and communication technology have become important aspects of how the government serves the public, thus ushering the Greek Governance into the modern digital era. However, it's worth noting that the widespread introduction of digital means of communication between citizens and public services has highlighted the limited information that exists on the degree of user acceptance and satisfaction regarding these digital systems.
The objective of this study is to investigate the degree of user satisfaction regarding the electronic request platform of the Independent Authority for Public Revenue (AADE). The study examines employees of Attica Prefecture Tax Offices as well as employees of businesses that provide accounting services and use the MY REQUESTS electronic platform of the digital portal MyAADE.
The survey was conducted using the quantitative method, distributing questionnaires to the Tax Authorities of the Prefecture of Attica, as well as to accounting companies in the same area. The data analysis was performed using descriptive and inductive statistical methods.
In conclusion, the study confirms the existence of a positive correlation between overall satisfaction with platform usage and satisfaction across specific categories.
In the past couple of years, there have been remarkable changes in the way citizens interact with public services. Information and communication technology have become important aspects of how the government serves the public, thus ushering the Greek Governance into the modern digital era. However, it's worth noting that the widespread introduction of digital means of communication between citizens and public services has highlighted the limited information that exists on the degree of user acceptance and satisfaction regarding these digital systems.
The objective of this study is to investigate the degree of user satisfaction regarding the electronic request platform of the Independent Authority for Public Revenue (AADE). The study examines employees of Attica Prefecture Tax Offices as well as employees of businesses that provide accounting services and use the MY REQUESTS electronic platform of the digital portal MyAADE.
The survey was conducted using the quantitative method, distributing questionnaires to the Tax Authorities of the Prefecture of Attica, as well as to accounting companies in the same area. The data analysis was performed using descriptive and inductive statistical methods.
In conclusion, the study confirms the existence of a positive correlation between overall satisfaction with platform usage and satisfaction across specific categories.
In the past couple of years, there have been remarkable changes in the way citizens interact with public services. Information and communication technology have become important aspects of how the government serves the public, thus ushering the Greek Governance into the modern digital era. However, it's worth noting that the widespread introduction of digital means of communication between citizens and public services has highlighted the limited information that exists on the degree of user acceptance and satisfaction regarding these digital systems.
The objective of this study is to investigate the degree of user satisfaction regarding the electronic request platform of the Independent Authority for Public Revenue (AADE). The study examines employees of Attica Prefecture Tax Offices as well as employees of businesses that provide accounting services and use the MY REQUESTS electronic platform of the digital portal MyAADE.
The survey was conducted using the quantitative method, distributing questionnaires to the Tax Authorities of the Prefecture of Attica, as well as to accounting companies in the same area. The data analysis was performed using descriptive and inductive statistical methods.
In conclusion, the study confirms the existence of a positive correlation between overall satisfaction with platform usage and satisfaction across specific categories.
(EN)
Εθνικό και Καποδιστριακό Πανεπιστήμιο Αθηνών
