Assessing customers satisfaction toward quality of
public service at Quang Nam Customs Department
Nguyen Bich Le
Major: Business Administration
Publishing year: 2015
Supervisor: Dr. Pham Thi Lien
Summary of the findings of the thesis:
Thesis was based on theories of quality of service, model 5 distances service quality,
SERVQUAL, combined with the unique characteristics of public sector services in Customs
to build models theoretical scale of customer satisfaction for the quality of public services
by qualitative research methods and quantitative research methods. And from that, giving
recommendations and propose solutions to enhance customer satisfaction at Quang Nam
Customs Department.
- Theoretically: Synthetic theory of public services, the quality of public services and
measurement services
- Reality:
+ Gaining the necessary information and taking system from the business
community, thereby helping the customs authorities have been identified, assessment of the
operation of public services that the customs service is deployed through it:
+ Assess the level of customer satisfaction quality of public services by Quang Nam
Customs Department
+ Identify factors on the quality of public services affect customer satisfaction.
+ Build solutions to improve customer satisfaction with public services at the
Customs Department of Quang Nam.
New contributions:
- Subject finds out evaluation model of customer satisfaction with public services by
the Customs Department of Quang Nam provided. Model study of this subject can serve as
a basis to examine, evaluate the satisfaction level of the enterprise for public services in the
Customs Branch of Quang Nam, as well as the customs authorities in another provinces and
cities.
- Findings of the research is the basis for the leadership of Quang Nam Customs
realistic assessment of the quality of public services, factors affecting satisfaction, the
satisfaction level of business for public service units that are provided; assess the strengths,
weaknesses in the process of providing services in the field of customs to apply measures to
improve the satisfaction of business.