The Improvement of Service Quality for Customs–An Emprical Study on Kaohsiung Customs Office

• Main Authors: Hsing-Chao Huang, 黃杏釗
• Other Authors: Wen-Kai Hsu
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/31853577091602316108

碩士 === 國立高雄海洋科技大學 === 航運管理研究所 === 98 === At present, customs clearance emphasizes on internationalization, modernization, convenience and transparency. To enhance overall national competitiveness, the service quality of customs in the clearance operation is very important. The purpose of this study is to discuss the improvement of service quality of customs. Based on features of clearance operation and the relevant literature, the customer requirements from customs brokers were first investigated. The service operations of customs clearance were then examined from the viewpoint of the organizational structure and operational procedures of customs. Based on the customer requirements and the service operations, a Quality Function Deployment (QFD) model was then constructed for customs organizations to improve their service quality. As an empirical study, the services of Kaohsiung Customs Office (KCO) and its customers were investigated to validate the model. The results indicat that the top five service operations that need to be improved for KCO are information system of customs clearance, trainings, categorization and valuation of importing cargos, categorization and valuation of exporting cargos and internet system. The results could provide practical information for KCO to make policies for improving their service operations. Furthermore, the QFD model may also provide academic information for further relevant studies.