Assessment of the Quality of Customs Services

Abstract

AbstractIn the context of ever-increasing volumes of international economic activity, the issue of the quality of customs services has great importance. In connection with the annual increase in demand for customs services, there is a question of solving the following tasks: the quality and availability of customs services provided and the development of a quality monitoring system, indicators of methodological support of customs services provided. The issues of criteria and principles for assessing the work of customs authorities and quality of customs services, taking into account the specifics of the provision of customs services, are considered. To assess the quality of customs services, a consumers’ satisfaction model, based on individual or group assessment, was chosen. A questionnaire was developed to assess the quality criteria of customs services. The survey involved 40 enterprises of the Samara region participating in the foreign economic activity. The obtained data were subjected to correlational and hierarchical cluster analysis. The Data Envelopment Analysis method was used to evaluate the efficiency of the responding enterprises. As a result of collecting data on the questionnaire, three clusters were identified. The comparative efficiency of economic activity of the respondents is analyzed. The most problematic indicators of assessing the quality of the work of customs authorities have been identified. Measures to improve problematic issues have been proposed and their effectiveness has been assessed.KeywordsForeign economic activityCustoms authoritiesCustoms servicesSatisfactionEvaluation criteriaEfficiencyCosts