| Summary: | 碩士 === 樹德科技大學 === 金融系碩士班 === 103 === ABSTRACT
With the continuous growth of competition in the market place, understanding customers has become more and more important method of marketing. Research has shown that high service quality contributes to profitability. In search of competitive advantage, both practitioners and academics are keen on accurately measuring service quality in order to better understand its essential antecedents and consequences, and ultimately establish methods for improving service quality. Nowadays, the incredible growth of the Internet is changing the way corporations conduct business with consumers who are increasingly expecting higher services, becoming time saved and wanting more convenience. The same situation is applied for e-government. E-government is in fashion because of a lot of benefits which it can forgive to every society. One of the sub-systems of e-government is e-customs. So far, a lot of countries around the world have adopted e-customs in their countries. One of the very latest countries in this area is Vietnam. For the implementation of e-customs there are barriers which should be removed as early as possible in the very near future is related to online customs service quality and business customer satisfaction. Thus, the purpose of this study is to investigate customer perceptions of service quality in online customs and the relationship between service quality dimensions and customer satisfaction. Specifically, the objectives are threefold: (1) To explore the key dimensions of service quality perceptions towards online customs; (2) To examine the relationship between demographic characteristics and the perceived quality; and (3) To find out the relationship between perceived service quality and customer satisfaction in the online customs setting.
This study uses E-SERVQUAL to measure online customs service quality. The study is a cross-sectional case survey that involved the use of self-administered structured questionnaire to collect primary data from business customers of Hanoi Post Customs Department. In total, 296 questionnaires are collected.
Based on ANOVA test on type of business, the study found that as for efficiency, system availability, responsiveness, contact, and satisfaction, there are differences between companies doing business in manufacturing and companies doing business in both manufacturing and service. Based on ANOVA test on number of employees, as for efficiency, system availability, privacy, responsiveness, contact, and satisfaction, there are differences between companies with different number of employees. Based on ANOVA test on registered capital, as for efficiency, system availability, responsiveness, contact, and satisfaction, there are differences between companies with different registered capital. Based on ANOVA test on kind of ownership, as for responsiveness, there are differences between companies with different kinds of ownership (state and non-state). Based on ANOVA test on employee income per month, as for privacy, contact, and satisfaction, there are differences between companies with different employee income per month. Based on ANOVA test on time of using online customs service, as for efficiency, system availability, privacy, responsiveness, contact, and satisfaction, there are differences between companies with different time of using online customs.
It was also found that from the regression analysis, among 5 dimensions of online service quality, efficiency, system availability, privacy, and contact have statistically significant influences on business customer satisfaction, while responsiveness does not.
While the main methodological limitations of the study are noted, the study offers theoretical and managerial implications for scholars and practitioners and makes specific useful recommendations for management of customs departments in general and Hanoi Post Customs Department in particular.
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