| Summary: | 碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 105 === The relationship between service quality and customer satisfaction was confirmed. This result lead to importance managerial implications in the fifth chapter. In addition, limitations of this thesis and future research were also discussed in the fifth chapter.
This research used quantitative methods, combined with questionnaires to interview, and used the SPSS software to analyze the results. Total 330 surveys have been delivered on 25/12/2016 and get back on 25/1/2017 with 322 qualified survey, equivalent 97.5%. Based on the results of this research, there are five factors affect the customer service during customer procedure at An Gang customs department: Tangibles, Reliability, Responsiveness, Assurance, Empathy. And after analyzing data, the results demonstrate empathy, and assurance is crucial factors which impact to customer service during customer procedure at An Giang customs department.
From the study, the researcher uses this model to give some implications to improve customer’ service and help An Giang Customs Department to improve customer service during customer procedure.
This research analyzed the customer service in An Giang Customs Department only, therefore the result was limited in small group and covered only a specific number of respondents.
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