A Study of Service Quality and Customer Satisfaction of Customs Clearance to Chinese Passengers via Mini-Three Links in Kinmen

• Main Authors: Wang,Chin-chang, 王慶章
• Other Authors: Chi, Po-Tung
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/73093774394690860591

碩士 === 國立金門大學 === 中國大陸研究所 === 99 === This study aims to investigate the overall conditions of clearance service quality and passengers’ satisfaction as well as the relationship between clearance service quality and passengers’ satisfaction among different population variables. The purpose of this study aims to improve the clearance service quality to satisfy the needs of passengers and to attain a better level of clearance service. This study uses a questionnaire that, when answered by Chinese passengers via mini-three-link, evaluates the level of satisfaction for clearance service quality in Shuitou Harbor, Kinmen. An assessment table called SERVQUAL which is developed by P.Z.B was adopted as questionnaire. This study, with convenience sample, started from March 13th to April 29th. There are total 803 effective questionnaires. Based on results, four factors of service quality were found, including serviceability, empathy, security, and tangibles. Then, independent sample t-test, one way ANOVA, Pearson correlations, and regression analysis were used to examine the hypotheses, demonstrating findings as follow: According to the result of this study, different population variables show obvious differences in the level of satisfaction for clearance service quality. Passengers who are “male”, “21 to 30 years old and 31 to 40 years old”, “married”, “high school graduated”, “working for private companies”, “personal monthly income for Renminbi 1001 to 2000 dollars”, and “living in Fujian Province” are the most. The quality of clearance service has positive effect on the level of satisfaction. Especially, “empathy” has the most influence on the level of satisfaction; on the contrary, “tangibles” has the less influence on it. Therefore, the administration of passengers’ clearance should enhance the service quality based on different population variables and the priority of different factors of service quality to attain a better level of satisfaction for clearance service quality.