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论文编号：	11022
作者编号：	2120162994
上传时间：	2019/6/17 19:11:54
中文题目：	A区税务局服务质量提升策略研究
英文题目：	Stategy Research on Improving Service Management Of A Tax Bureau
指导老师：	刘建华
中文关键字：	服务质量；管理质效；服务补救；纳税人满意
英文关键字：	The quality of service；Management quality；Service recovery；Taxpayer satisfaction
中文摘要：	税收管理的一种重要方法就是提高纳税服务质量，且纳税服务比重越来越重。提高纳税服务质量，对于税务机关来说非常重要，不仅能够提高工作效率，建立一种和谐的纳征关系，还能为纳税人主动创造优质的纳税环境。由于民众对公共服务越来越关注，都希望能够获得更加完善的纳税服务项目，这对于提升整体税收工作水平也起到了积极促进作用。纳税服务不仅仅只是办税服务中的某个环节，同时还是日常管理，税务稽查，以及纳税评估等所有环节中，服务与管理同时存在。 A区税务局是全国基层税务局的一员，作为一个自身级别较高、所属行政区域较为发达的基层税务局，它兼具大型企业与小微企业的管理任务，因此，选择其作为分析标的，对研究服务质量管理在基层税务机构管理质效中的应用十分具有代表意义，也具有现实普遍意义。结合营销理论中服务质量五维度理论，服务补救策略，以及服务质量差距模型等等，对比分析某地区的税务管理局的现状，将其当做典型的服务纳税人的关键机构与组织，但是在进行分类别纳税人识别、服务质量管控、等各环节均有不尽如人意之处。本文第一章主要描述了研究的具体方法，具体研究内容，以及研究的意义，到了第二章就对本文中所使用的相关理论工具进行了回顾，在第三章从A区税务局现状出发，与相关理论相结合展开了剖析，第四章站在纳税服务质量管理的高度，针对A区的税务局现状，提出对应的合理改进措施在，以及科学的评估方法，第五章重点探讨了策略实施的完善与保障情况，与其他的观点相结合进行陈述，对纳税服务质量的意义进行明确，根据A区的税务局现状，制定出一系列的有效改进策略。所以，本文主要研究了具体优化纳税服务质量的途径与方法，并分别从理论与实践的角度，提出了具体的有效提高纳税服务质量的策略，进而帮助提升管理质效。
英文摘要：	Improve the quality of tax payment service is an important method of tax manage, and it is becoming more and more important.It is very important for tax authorities to improve the quality of tax payment service, which can not only improve work efficiency and establish a harmonious relationship between tax payment and collection, but also create a high-quality environment for taxpayers.As people pay more and more attention to public services, they all hope to obtain more perfect tax payment service projects, which also plays a positive role in promoting the overall level of tax work.Tax payment service is not only a part of tax payment service, but also a part of daily management, tax inspection and tax assessment. A tax bureau is a member of the national tax bureau,it is at the grass-roots level, a higher level of their own administrative areas, and belongs to a more developed grass-roots tax official. It holds a large enterprises and small micro enterprise management tasks. Therefore select it as the analysis target to the study of service quality management in the application of grass-roots tax agency management quality, and the effect is very representative, and it also has the practical common sense. Combined with marketing theory in the theory of five dimensions of service quality, service recovery strategy, and the service quality gap model, analysis the present situation of tax administration in a region, treating it as a typical service taxpayers' key institutions and organizations, but in classifying taxpayer identification, service quality control, and so on each link are not satisfactory. In this paper, the first chapter mainly describes the specific methods of the study, include the concrete research content, as well as the significance of research. In the second chapter this article reviewed the theoretical tool used by. In the third chapter, starting from the present situation of district tax authority,I profiled combining with related theories. Chapter iv stand in the height of the tax service quality management, according to current situation of district tax authority, and put forward the corresponding improvement measures in reasonable, and scientific evaluation method.The fifth chapter probes into the strategies of perfecting and security situation, combining with other's point of view a statement, to clear the meaning of the tax service quality,According to the present situation of a district tax bureau, a series of effective improvement strategies were developed. Therefore, this paper mainly studies the specific ways and methods to optimize the quality of tax payment service, and puts forward specific strategies to effectively improve the quality of tax payment service from the perspective of theory and practice, so as to help improve the quality and efficiency of management.
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