Onderzoeksartikel

Elektronisch formulieren invullen: een aangifteprogramma en een formulier vergeleken

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Abstract

Problems that people have with completing the official Dutch Income Declaration Program and with the paper Tax Declaration Form ‘E’ were investigated by performing a usability test of both. Thirty citizens completed one of the two, while thinking aloud and using a given situation sketch that contained all necessary information. The results show that the program does not produce less mistakes, nor do users experience lower mental effort or higher motivation. Moreover, qualitative data obtained from observing the subjects and analyzing their verbalizations, showed that the users of the Program had difficulties with exactly the features that are supposed to make a program easier than a paper form, such as selecting the relevant questions and using the background information, given in a help file. These results are attributed to the fact that the program presumes an practiced user with knowledge about tax regulations, while in fact, the tax payers are incidental users without that knowledge.

How to Cite:

Steehouder, M. & d'Haens, I., (2000) “Elektronisch formulieren invullen: een aangifteprogramma en een formulier vergeleken”, Tijdschrift voor Communicatiewetenschap 28(4), 382–395.