Assessing e-services from a user perspective : A study of the Swedish electronic tax declaration.

Abstract: E-services including electronic tax declaration are becoming trendy in Sweden. Many resources are invested in their development but evaluation from user’s perspective is limited. Sweden has big plans to become the leading internet nation by 2015. Are citizens opinion taken into consideration during such initiatives? Are the citizens satisfied with the e-services they have in place? With a sample size of 90, this paper studies the e-tax system in Sweden from six information system success variables.  The DeLone and &McLean IS success model was adopted to analyze the research question “What is the user’s perception of electronic tax declaration in Sweden”.  Perception in this paper means physical impression interpreted in the light of experience. Online survey method was applied and results revealed that all six variables were successful. Time factor, security concerns and convenience influence e-service usage.  Elderly exclusion, adaptability and language barriers were the major problems with the e-tax system. On a whole, this paper aims at providing general contributions to e-service research in the future.