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Usability of E-Government Service for Tax Payers in Ethiopia: The Case of E-Tax System
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Author(s): Lemma Lessa (Addis Ababa University, Ethiopia)and Abebaw Demelash (Addis Ababa University, Ethiopia)
Copyright: 2025
Pages: 22
Source title:
Modeling and Profiling Taxpayer Behavior and Compliance
Source Author(s)/Editor(s): Bouchra Alj (Faculty of Legal, Economic, and Social Sciences of Mohammedia, Hassan II University, Casablanca, Morocco), Lhoussaine Alla (Sidi Mohamed Ben Abdellah University, Morocco)and Badr Bentalha (Sidi Mohamed Ben Abdellah University, Morocco)
DOI: 10.4018/979-8-3373-0422-9.ch013
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Abstract
The e-tax portal/system is a web-based tax filling and payment system designed to reduce cumbersome manual processes, cut evasion and help boost domestic revenue collection. The system is also used for payment of public services and other remittances. Usability of the e-tax portals is key for the public to find it easy to use. The heuristic evaluation (HE) method is used for the usability evaluations. The data collected were analyzed based on the ten Nielsen usability heuristics. The results showed that this method of assessment is effective in pointing out various usability issues in e-government services specifically e-tax portal interface. A usable e-tax portal decreases training cost, support, and maintenance costs. The paper also provides general recommendations on how to develop and manage more usable websites.
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