Customer-Focused Service on Tax Compliance in Kenya

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dc.contributor.authorMUTHURI, JANE
dc.date.accessioned2022-09-20T12:11:42Z
dc.date.available2022-09-20T12:11:42Z
dc.date.issued2022-09-01
dc.descriptionTax Administrationen_US
dc.description.abstractKenya Revenue Authority is involved in revenue collection mainly from taxation of taxable persons in the economy. Small businesses are often involved in tax evasion practices deliberately or without knowledge. It is not an easy fete to convince the small and medium enterprises to comply with tax laws. It is for this reason that customer service is seen as a good strategy through which tax compliance among the Small and Medium Enterprises. This study had the general objective of assessing the sequel of customer service on tax compliance in Kenya. The study had three specific objectives: To find out the effect of tax payer training on tax compliance, customer care staff training and to examine how communication to customer strategy on tax compliance, a case of SMEs in Nairobi Central Business District. The study adopted a descriptive research design because it had the objective of establishing the relationship between the variables. The study had a target population of 1,500 Small and Medium Enterprises operating with the Nairobi Central District. A sample of 150 was selected through stratified sampling which acted as a representative of the entire population. The study used descriptive statistics in data analysis. The study has found out that the most enabling factor is customer communication, followed by customer care and the lowest influencing is taxpayer training. Further, the study has found there is a need to improve the customer service of KRA in order to foster voluntary tax compliance. The regression model has found out that 53.7 % of the variations of Turnover Taxes is explained by taxpayer training, customer care training and communication strategy. The study recommends that the KRA needs to establish a strategic customer care department in order to facilitate information dissemination which will foster tax compliance among the SMEs in Kenya. Tax training should be done regularly and the appropriate communication channels should be used.en_US
dc.identifier.urihttps://ikesra.kra.go.ke/xmlui/handle/123456789/2290
dc.language.isoenen_US
dc.publisherKESRA/JKUAT - Unpublished research projecten_US
dc.subjectTax Complianceen_US
dc.subjectSmall and Medium Enterprisesen_US
dc.titleCustomer-Focused Service on Tax Compliance in Kenyaen_US
dc.title.alternativeCase of Small and Medium Enterprises in the Nairobi Central Business Districten_US
dc.typeThesisen_US

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