Measuring Perceived Service Quality and Client Satisfaction of the Volunteer Income Tax Assistance (VITA) Program in Rhode Island

Perceptions of VITA satisfaction are the degree to which clients find various VITA site attributes important in enhancing their income tax preparation experience. The main dimensions of perceived VITA client satisfaction are reliability and accessibility, or service quality. The findings of this study reveal that between the two dimensions (reliability and accessibility); reliability has emerged as the most important predictor of client satisfaction. Therefore, it can be concluded, that the scales chosen are suitable to gain interpretable and reliable data on VITA client’s satisfaction of the service performed.