V3I5P141

The Impact of Service and Communication Quality on the Growth and Sustainability of ITR Filing Companies

Kevin Rodrigues^1*,  Lokesh G²

Abstract

The rapid growth of digital taxation platforms and fintech services has transformed the way individuals and businesses manage tax filing processes in India. ITR filing companies such as ClearTax, Tax2Win, Tax Buddy, and others have simplified tax compliance through online filing services, automated tools, and customer support systems. In the competitive fintech environment, maintaining high service quality and communication quality has become essential for ensuring customer satisfaction, loyalty, and long-term sustainability.

This research paper analyses the impact of service quality and communication quality on the growth and sustainability of ITR filing companies. The study focuses on customer perceptions regarding service accuracy, platform usability, communication clarity, customer support, innovation, and overall satisfaction. A descriptive and quantitative research design was adopted for the study. Primary data was collected through a structured questionnaire circulated through Google Forms among users of ITR filing platforms. A total of 62 respondents participated in the survey.

The findings reveal that customers highly value reliable filing services, user-friendly platforms, timely notifications, transparent pricing, and efficient customer support. ClearTax emerged as the most preferred platform because of its strong brand trust, ease of use, and comprehensive service offerings. The study concludes that continuous innovation, transparent communication, and improvement in service quality are essential for enhancing customer loyalty and sustaining long-term business growth in the fintech industry.

Keywords:

ITR filing companies, service quality, communication quality, customer satisfaction, customer loyalty, fintech, sustainability