Assessment of Customer Satisfaction with e-Customs Procedure in Investment Customs Branch - HCMC

• Main Author: Nguyen Thi Thuy
• Other Authors: Ming-Chi Tsai
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/99620851151493292398

碩士 === 義守大學 === 管理學院管理碩博士班 === 101 === The purpose of this subject is to measure the Satisfaction of foreign investment Enterprises in the Investment Customs Branch - in the area of Ho Chi Minh Customs Department. On that basis, a number of measures is recommended to help the Customs to further improve the quality of electronic customs procedure (called e-customs) in order to improve the satisfaction of investment enterprises and promote exportation and importation business of foreign investment enterprises. The recommended research model was built on the basis of the theory of electronic customs procedure, the satisfaction of foreign investment enterprises. Inheritance and selective discovered from studies of SERVQUAL scale by PZB (1988) to establish the four components of the quality of e-customs procedure affecting the satisfaction of foreign invested enterprises with the name call (1) the customs officials, (2) electronic customs declaration system, (3) Customs policies, (4) the competence. A quantitative study with a sample size 200 investment enterprises in Ho Chi Minh Customs Department is carried out to assess the scale and test theoretical models. Cronbach Alpha reliability results and explored factor analysis (EFA) showed that the scale will meet the reliability, value and acceptance. Thus, based on the research findings, policy makers, managers of Customs, Customs Departments of provinces and cities will further understand the level of interest, enterprise satisfaction for e-customs; then apply appropriate changes to boost export and import operations, electronic communications quickly, create facilitation for enterprises and improve their satisfaction and support investment enterprises to thrive the investment process, improve the efficiency of state management of Customs and increase state budget revenues. Results of regression analysis results also four components (customs official, electronic customs declaration system, customs policies and the service ability) scale of quality electronic customs procedures are statistically significant and affects the satisfaction of business investment, proved that the hypothesis of the study is acceptable. Most powerful factor to the satisfaction of the business system investments electronic customs declaration, followed by customs officials, service ability, and the weakest impact factor to its satisfaction now is the customs policies law.