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Satisfaction of import and export enterprises with the quality of customs services at the Customs Department of Ca Mau province - 2

Table 4.19: Statistics of average values ​​of the scales 59

Table 4.20: Statistics of values ​​of components of Service capacity 60

Table 4.21: Statistics of values ​​of the Empathy component variables 62

Table 4.22: Statistics of component variable values ​​Response 64

Table 4.23: Statistics of values ​​of component variables Reliability 65

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Table 4.24: Statistics of values ​​of component variables Tangible means 67


Satisfaction of import and export enterprises with the quality of customs services at the Customs Department of Ca Mau province - 2

LIST OF DRAWINGS


Figure 2.1: Proposed research model 25


Figure 3. 1: Research process 29


Figure 4.1: Random Deviation Error Distribution Chart 55

Figure 4.2: PP Plot 56 graph


THESIS SUMMARY


Three objectives are identified and clarified in this study. The first is to identify the components of service quality that impact the satisfaction of import and export enterprises at the Ca Mau Provincial Customs Department. The second is to identify the level of impact of each component on the satisfaction of import and export enterprises with the service quality of the Ca Mau Provincial Customs Department. Finally, to propose to the Board of Directors of the Ca Mau Provincial Customs Department the implications of managing the components that impact the satisfaction of import and export enterprises in order to further improve the satisfaction of import and export enterprises with the service quality of the unit, and to well implement the current administrative reform requirements.

From this study, fully inheriting the SERVQUAL model (Parasuraman, 1988), this study proposed a research model with five components (Tangibles, Reliability, Responsiveness, Service Competence, and Empathy) that affect the satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department. Quantitative research was conducted through a survey questionnaire with a sample size of N = 180, the data used in the study was exploited from 169 valid survey samples.

The results of this study have identified five components that impact the satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department in the order of the component with the strongest impact to the component with the lowest impact: Service capacity, Empathy, Responsiveness, Reliability, and Tangibles. In addition to the results achieved in the study, some management implications for each component that impacts the satisfaction of import and export enterprises are also proposed in this study to further improve the satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department and help the Ca Mau Provincial Customs Department effectively implement the current administrative reform requirements.

Keywords: Public services, customs services, service quality, satisfaction.


ABSTRACT


This study identifies and clarifies three objects. Firstly, identifying the components of service quality that influence on the sactisfaction of export and import enterprises at Depatment of Ca Mau Customs. Secondly, identifying the impact degree of each component on the sactisfaction of export and import enterprises with the quality of services of Depatment of Ca Mau Customs. Finally, adverse imlipication policies for Ca Mau Customs Leader Board to manage these components that affect the sactisfaction of export and import enterprises to enhance the sactisfaction of export and import enterprises with service quality of the unit and tending to effectively implement public administrative reform that is set out today.

This study completely inherited the SERVQUAL model (Parasuraman, 1988), this research has proposed a research model with five components (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) that influence on the sactisfaction of these customers with the quality of services of Depatment of Ca Mau Customs. Quantitative research has been conducted via survey questionnaires with the number of samples (N = 180), the data used in this research were exploited from 169 valid samples.

The study results have identified five components that affect the satisfaction of import and export enterprises on the quality of customs services at the Department of Ca Mau Customs in the order of ranking from the most impacted component to the lowest impacted component, detailed: Asurance, Empathy, Resposiveness, Realiability and Tangibles. In addition, relying on to the results of the study, some management implications for each component affecting the satisfaction of export and import enterprises are also proposed in this study to further enhance satisfaction of customers with the quality of customs at the Department of Ca Mau Customs and help the unit to well implement the current administrative reform requirements.

Keywords: public service, customs service, service quality, satisfaction.


CHAPTER 1: OVERVIEW OF THE STUDY

Chapter 1 presents an overview of the context and reasons for choosing the topic, research objectives, research questions, research objects and research methods.

1.1 . Background and reasons for choosing the topic

Currently, state administrative reform is a field of interest to many countries in the world. Countries consider administrative reform as a very important factor to promote socio-economic development, and at the same time, through administrative reform, to improve the effectiveness and efficiency of state operations; increase the ability to develop socio-economically. This reform not only has the meaning of an internal change but also reflects a new trend in state operations: state administration has developed in a positive progressive direction (shifting from governing administration to serving administration), providing public services to society.

One of the general trends of administrative reform in the world today is to build a leaner government that can operate more quickly and effectively to increase the competitiveness of the state in the context of globalization. The new public management model represents the trend of administrative reform in the world in some countries such as: "Reinventing the government (1993)" in the US, "New management model" in Germany, "Efficiency-oriented public administration" in Switzerland, ...

Vietnam is considered a country in the process of increasingly deep integration into the world economy and is not outside that general trend. In Vietnam, administrative reform is a major policy of the Party and State in the process of innovation and integration into the world economy. Indeed, in the Document of the 8th Central Conference (Session VII), it is mentioned: "State administrative reform is an important part of the innovation process, the focus of the process of building and perfecting the Socialist Republic of Vietnam". In order to realize the Party's innovation guidelines and policies, the Government has issued many resolutions and decisions such as: Decision 136/2001/QD-TTg dated September 17, 2001 Approving the Overall Software


State administrative reform in the period 2001-2010; Resolution 30c/NQ-CP dated November 8, 2011 Promulgating the Comprehensive Software for State Administrative Reform in the period 2011-2020; Resolution No. 35/NQ-CP dated May 16, 2016 On supporting and developing enterprises until 2020; Resolutions No. 19/NQ-CP issued in 2014, 2015, 2016, 2017, 2018 On improving the business environment, enhancing national competitiveness; ...

Contribute to the country's innovation, as a specialized agency under the Ministry of Finance to assist the Government in state management in terms of expertise. The Customs sector always identifies administrative reform as a key political task, under the responsibility of all units and individuals in the sector; carried out regularly and continuously. In fact, the results at the Conference announcing the report on the level of satisfaction of enterprises with import-export administrative procedures in 2018 (the result of the coordination between the General Department of Customs in coordination with the Vietnam Chamber of Commerce and Industry (VCCI) and the United States Agency for International Development (USAID) to conduct a survey of import-export enterprises nationwide): Of the more than 2,900 enterprises responding, 85% of enterprises said they sought support from the Customs agency when encountering difficulties in carrying out customs administrative procedures; According to business assessment, 79% of businesses commented that the support from the Customs authority was “mostly and completely” timely and 84% of businesses commented that the support from the Customs authority was mostly or completely effective; 70% of businesses recommended continuing to simplify administrative procedures.

Determining the importance of administrative reform and improving administrative reform as a major requirement, Ca Mau Provincial Customs Department is determined in implementing it; focusing on ensuring the quality of services provided; bringing satisfaction to people and import-export enterprises in the process of using services at Ca Mau Provincial Customs Department.

Besides, a strategy related to success is the provision of guaranteed service quality, especially in times of fierce competition both domestically and internationally (Rao and Kelkar, 1997) and service quality is the premise of satisfaction.


of consumers (Cronin and Taylor, 1992). Therefore, the Customs Department of Ca Mau province needs to ensure the quality of its services to achieve satisfaction of import and export enterprises every time they use customs services at the unit. Moreover, satisfying import and export enterprises also means that the Customs Department of Ca Mau province has successfully implemented the policy of administrative reform, promoting and creating favorable conditions for enterprises.

It is for the reasons stated above, together with the fact that up to now, the measurement of the implementation results and service efficiency that the Ca Mau Provincial Customs Department brings to import and export enterprises, as well as the research on the satisfaction of import and export enterprises with the quality of customs services at the unit, has hardly been carried out. Therefore, the author chose the research topic " Satisfaction of import and export enterprises with the quality of customs services at the Ca Mau Provincial Customs Department" to measure the satisfaction of import and export enterprises with the quality of customs services provided, thereby proposing to the unit's leaders the management implications to improve the satisfaction of import and export enterprises - contributing to meeting the requirements of the current administrative reform policy.

1.2. Research objectives

Identify the components that make up the quality of customs services at the Ca Mau Provincial Customs Department.

Measuring the impact of components on the satisfaction of import and export enterprises in the management area of ​​Ca Mau Provincial Customs Department.

Proposing management implications from the research results to further improve the satisfaction of import and export enterprises - contributing to the good implementation of administrative reform requirements.

1.3. Research questions

What are the components that make up the quality of customs services?

What is the impact level of customs service quality components on the satisfaction of import and export enterprises using customs services at Ca Mau Provincial Customs Department?


What are the necessary management implications to improve the satisfaction of import and export enterprises?

1.4. Research object and scope

Research object: Components of customs service quality and satisfaction of import and export enterprises.

Survey subjects: Customs declaration officers and employees of import and export enterprises.

Scope of research: The research was conducted within the scope of import and export enterprises in Ca Mau and Bac Lieu provinces (under the management of Ca Mau Provincial Customs Department).

1.5. Research methods

The research was conducted through two steps: (1) preliminary research using qualitative methods, (2) formal research using quantitative methods.

Step 1: Preliminary research, using group discussion techniques with ten customs officers and civil servants of the Ca Mau Provincial Customs Department - who have professional experience in customs work. This research was conducted to discuss and calibrate the model and scale to suit the specific characteristics of customs services. From there, complete the questionnaire for continued use in the next research step.

Step 2: official research, using direct interview techniques by distributing survey forms to customs declaration staff of import and export enterprises operating in Ca Mau and Bac Lieu provinces. Data collected from the survey forms will be processed through analysis steps using SPSS 20 software, including: The scale is preliminarily tested using Cronbach's Alpha reliability coefficient, Exploratory Factor Analysis (EFA), correlation analysis and linear regression to test the model and hypotheses, descriptive statistics.

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