碩士 / 國立高雄海洋科技大學 / 航運管理研究所 / 103 / To meet the trend of the world and eliminate obstacles of customs clearance, Taiwan customs actively participate in customs policymaking and simplification of customs clearance procedures which are promoted by international trade organizations, to create a high-quality customs clearance environment of service, facilitation, security and integrity. The purpose of the study is to research the achievements and benefits of conducting 5 sub-projects of Ubiquitous Economy and Trade Network Plan, and further enhance the service quality of clearance procedures of Kaohsiung Customs. Based on the SERVQUAL scale of PZB, we designed a questionnaire composed of 25 items of service quality and applied Importance Performance Analysis and Two-dimension quality model to analyze SII and DDI of customs brokers. We further combined Quality Function Deployment to build up Quality House of Kaohsiung Customs’ service. The findings will also be presented to Kaohsiung Customs as a reference with respect to policy making and improvement in cargo clearance procedures.
In this research, we found 13 items were advantageous to the service quality of Kaohsiung Customs and 2 items need to be further improved to enhance customs brokers’ satisfaction. The result of Kano two-dimension model also indicated that Kaohsiung Customs should pay attention to 17 crucial items out of the 25 service quality items which we probed into. The 17 items include 15 items of one-dimension quality and 2 items of must-be quality and will further give reference to Kaohsiung Customs to help improve the direction of service quality. In Quality Function Deployment (QFD), we found the management of import cargo clearance, management of export cargo clearance, CMT Single Window and the measurement of time release should be the priorities to be improved to enhance satisfaction of service quality.
| Identifer | oai:union.ndltd.org:TW/103NKIM0301032 |
| Date | January 2015 |
| Creators | WU, WU-AN, 吳武安 |
| Contributors | LEE, CHIA-MIN, 李家銘 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 98 |
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