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Satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department - 1


MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF ECONOMICS


BROWN PEARL


SATISFACTION OF IMPORT AND EXPORT ENTERPRISES WITH THE QUALITY OF CUSTOMS SERVICES

AT CA MAU PROVINCE CUSTOMS DEPARTMENT


Major: Public Administration Code: 8340403


MASTER'S THESIS IN ECONOMICS


SCIENTIFIC INSTRUCTOR: DR. NGO THI ANH


Ho Chi Minh City - 2019


COMMITMENT


I certify that my master thesis in economics with the topic “Satisfaction of import and export enterprises with the quality of customs services at the Customs Department of Ca Mau province” is the result of my own study and research under the guidance of my teacher: Dr. Ngo Thi Anh. The data in the thesis are obtained from the actual survey process, are completely objective and honest and have never been published in any other research work before.

I am fully responsible for the content and authenticity of the research topic.


Author: Chau Ngoc Nau


INDEX


COVER PAGE STATEMENT OF GUARANTEE TABLE OF CONTENTS

LIST OF SYMBOLS, ABBREVIATIONS LIST OF TABLES

LIST OF FIGURES ABSTRACT THESIS SUMMARY

CHAPTER 1: OVERVIEW OF THE STUDY 1

1.1. Background and reasons for choosing the topic 1

1.2. Research objective 3

1.3. Research question 3

1.4. Research object and scope 4

1.5. Research methods 4

1.6. Thesis structure 5

CHAPTER 2: THEORETICAL BASIS AND RESEARCH MODEL 6

2.1. Service 6

2.1.1. Service Concept 6

2.1.2. Characteristics of service 7

2.2. Public services 8

2.2.1. Concept of Public Services 8

2.2.2. Characteristics of public services 8

2.2.3. Classification of public services 9

2.3. Customs Services 10

2.3.1. A few words about Customs 10

2.3.2. Customs services 11

2.3.3. Customs declaration registration procedure 12

2.4. Service quality 13

2.4.1. Concept of service quality 13

2.4.2. Service quality components and service quality measurement 14

2.5. Satisfaction 16

2.5.1. Concept of Satisfaction 16

2.5.2. Satisfaction measurement 17

2.6. The relationship between service quality and satisfaction 17

2.7. Summary of previous research results on service quality 18

2.7.1. Research by Parasuraman et al. (1985, 1988) 18

2.7.2. Research by Cronin and Taylor (1992, 1994) 19

2.7.3. Research by Ali and Radam (2010) 20

2.7.4. Study by Abdolvand et al. (2011) 20

2.7.5. Research by Phong, NH, and Thuy, PN (2007) 21

2.7.6. Research by Nguyen, THN (2018) 22

2.7.7. Research by Vinh, NH (2016) 22

2.8. Research model and hypotheses 23

The hypotheses are stated as follows: 25

Chapter 2 Summary 28

CHAPTER 3. RESEARCH DESIGN 29

3. 1. Research process 29

3.2. Qualitative research 30

3.2.1. Qualitative research design 30

3.2.2. Qualitative research results 30

3.3. Quantitative research 36

3.3.1. Research sample selection 36

3.3.2. Survey design and data collection 37

3.3.3. Data processing method 37

Chapter 3 Summary 40

CHAPTER 4. RESEARCH RESULTS 41

4.1. Description of research sample 41

4.1.1. Type of business 42

4.1.2. Number of years the business has used the service 42

4.2. Assessment of scale reliability 42

4.3. Exploratory factor analysis (EFA) 46

4.3.1. Exploratory factor analysis (EFA) for independent variables 46

4.3.2. Exploratory factor analysis EFA for dependent variable 49

4.4. Testing the research model using regression method 50

4.4.1. Testing linear correlation between variables 51

4.4.2. Linear regression analysis 52

4.5. Test the difference in customer satisfaction assessment of customs service quality according to customer information. 57

4.5.1. Testing the difference in customer satisfaction assessment of customs service quality by company type 57

4.5.2. Testing the difference in customer satisfaction assessment of customs service quality according to the number of years of service use 58

4.6. Discussion of research results 59

4.6.1. Service Capacity Components 60

4.6.2. Empathy Component 62

4.6.3. Response Component 64

4.6.4. Reliability Component 65

4.6.5. Tangible Media Components 67

Chapter 4 Summary 68

CHAPTER 5: CONCLUSION AND MANAGEMENT IMPLICATIONS 69

5.1. Conclusion 69

5.2. Management implications 70

5.2.1. Management implications for the Service Capacity component 70

5.2.2. Managerial implications for the Empathy component 72

5.2.3. Management implications for the Response component 73

5.2.4. Management implications for the Reliability component 74

5.2.5. Management implications for the Tangibles component 74

5.3. Limitations and future research directions 75


LIST OF REFERENCES APPENDIX:

APPENDIX 1: LIST OF PARTICIPANTS IN GROUP DISCUSSION APPENDIX 2: GROUP DISCUSSION OUTLINE

APPENDIX 3: GROUP DISCUSSION RESULTS APPENDIX 4: DESCRIPTIVE STATISTICS

APPENDIX 5: ORIGINAL SCALE APPENDIX 6: SURVEY FORM

APPENDIX 7: DATA PROCESSING RESULTS


LIST OF SYMBOLS AND ABBREVIATIONS



Acronym

Meaning

ANOVA

Analysis of Variance

EFA

Exploratory Factor Analysis

KMO

Kaiser-Mayer-Olkin coefficient

SERVPERF

Service Performance

SERVQUAL

Service quality

Sig.

Significance (Significance level of the test)


SPSS

Statistical Package for the Social Science

social science statistics

VIF

Variance Inflation factor

Client

Import and export business

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Satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department - 1


LIST OF TABLES

Table 3. 1: Tangibles Scale 31

Table 3. 2: Reliability Scale 32

Table 3. 3: Response Scale 33

Table 3.4: Service Capacity Scale 34

Table 3.5: Empathy Scale 35

Table 3.6: Satisfaction Scale 35

Table 3.7: 5-level Likert scale table 37

Table 4.1: Descriptive statistics of survey sample 41

Table 4.2: Cronbach's Alpha coefficient of the scales 43

Table 4. 3: KMO and Bartlett test of independent variables 46

Table 4.4: Total Variance Explained 47

Table 4.5: Rotated factor matrix of independent variables 48

Table 4.6: KMO and Bartlett test of dependent variable 49

Table 4.7: Explained total variance of dependent variable 50

Table 4.8: Rotated matrix of dependent variable factors 50

Table 4.9: Correlation matrix between factors 51

Table 4.10: Model Fit Assessment (Model Summaryb) 52

Table 4.11: Model fit test (ANOVAa) 53

Table 4. 12: Results of multiple linear regression analysis (Coefficientsa) 54

Table 4.13: Summary of test results of model hypotheses 57

Table 4. 14: Levene test between groups of company types 57

Table 4. 15: Roubust Test between groups of company types 57

Table 4.16: Levene test between groups of years of service use 58

Table 4.17: Roubust Test between groups of years of service use 58

Table 4. 18: Description of results between groups of years of service use 59

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