A Study on Customs Clearance Satisfaction of Customs Brokers Survey

• Main Authors: CHIANG, LI-JUNG, 江梨蓉
• Other Authors: CHEN, YA-HUI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/zpxq9h

碩士 === 玄奘大學 === 企業管理學系碩士班 === 107 === This study explored five satisfaction, namely, customs website information, customs clearance operations, quality of customs officers, environmental facilities, and legal system, as well as the overall satisfaction, with customs brokers in Taiwan as research participants. Through the questionnaire survey method, 300 questionnaire copies were distributed from January to February 2018. A total of 220 copies were recovered. After deducting the invalid questionnaires, the effective questionnaire recovery rate was 73%. The interviewed customs broker company size of more than 300 people, companies established for more than 30 years, and the quantity of less than 500 monthly customs declarations at Taipei Customs comprised the majority. Among the respondents, clerks with 1-5 years of working experience and belonging to the age bracket of 26-30 years old comprised the majority. In terms of satisfaction towards respective customs declaration dimensions, environmental facilities had the highest satisfaction (2.84), followed by website information (2.68), customs clearance operations (2.51), the quality of customs officers (2.47), and the legal system ranking last (2.25). The overall satisfaction towards customs was 2.38, an indication that there is still room for improvement. The basic information of the customs broker and the respective customs dimension services and overall service satisfaction underwent differential analysis. It was found that number of company employees, number of years since company establishment, job title, number of working years, age, education attainment, customs branch and quantity of monthly declaration, and other relevant basic information of customs brokers produced significant differences on the five dimensions. In addition, the Pearson’s product-moment correlation shows that the five dimensions showed a high degree of positive correlation, and they have a positive correlation with the overall service, indicating the five dimensions were interrelated and were positively correlated to the overall service. Based on the survey results, it shows that the customs brokers had low satisfaction towards the legal system, particularly relatively low satisfaction towards “customs provision disputes and unobstructedness of complaint channels”, “revision of outdated laws and regulatory relaxation”, and “reasonability of application case deadline”. It is recommended that these areas be targeted to carry out legal system revisions in order to enhance the satisfaction of customs brokers.