Service quality framework for the South African Revenue Service from the perspective of the tax practitioner

• Critical incidence technique applied in revenue agency setting.
• Service quality determinants identified as perceived by tax practitioners.
• Revenue agency service quality framework in South African context.
• Qualitative validation of SERVQUAL in revenue agency setting.

The objective of the present research was to propose a service quality framework regarding the service quality of the South African Revenue Service (SARS) from the perspective of the tax practitioner. In order to develop the specific “lens of the tax practitioner” regarding the service quality of SARS, an in-depth, qualitative approach was required to identify a comprehensive range of determinants that potentially drive service quality in the revenue service industry and setting. One such qualitative method is the critical incident technique, which relies on a set of procedures to collect comments on service experiences, to perform a content analysis and to classify the observations of service experiences. A process of natural language argument was used to convert the data analysis results and the relevant elements of the theory from the literature survey into the service determinants. This “lens of the tax practitioner” can be used as a basis for developing a service quality measuring instrument that could measure the service quality of SARS from the perspective of the tax practitioner.