Innovation acceptance and customer satisfaction. A survey on tax information systems

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Amitis Moradi Abadi Artonis Moradi Abadi Abbas Jafari


The pace of introducing innovation-based products and services to the market is increasingly fast and it significantly affects customer  satisfaction,  not only for consumer  products  and services, but also in the delivery of public service services.  This paper uses innovation acceptance  and technology adoption models to investigate the acceptance and satisfaction  of taxpayers  from introduction  of new tax information system  in Iran. By a review of existing models and related effective factors, a conceptual model has been developed based on DeLone-McLean model, and was applied on users in the Iranian tax information system.  Findings of this research  show that factors that lead to information transparency  and more participatory users have a positive effect on innovation acceptance and the satisfaction  of users of such technologies.


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MORADI ABADI, Amitis; MORADI ABADI, Artonis; JAFARI, Abbas. Innovation acceptance and customer satisfaction. A survey on tax information systems. AD-minister, [S.l.], n. 30, p. 149-171, feb. 2017. ISSN 2256-4322. Available at: <>. Date accessed: 26 sep. 2017. doi:
Innovation Acceptance; Customer Satisfaction; E-government; Tax Information System.
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