Evaluate the customer satisfaction of the E-custom service quality at the customer department in Ho Chi Minh city
Abstract
The E-custom service is a new type of e-government service used to modernize the
custom system in Viet Nam. E-custom service supplies an awareness program for
enterprises and custom department in trading import export field. It also contributes to the
process of e-government established and development. Some problems occurred while
using e-custom service. Therefore, it requires the support from the custom branch to
improve quality to satisfy users. This study aim to research about satisfaction of customer
and analyze the factors affect to customer satisfaction to attempt to recommend the
solution. This study combines measurement scale of e-government service, and e-service
quality, and PERVAL scales to design the research model and research questionnaire.
There were 343 usable questionnaires that were collected through directly survey and
email, and it was used to test the estimates in the model. The main findings in this study
are as follows: 1. the research supported that the three dimensions are Reliability,
Functionality, and Citizen Support are the determined factor of e-custom service quality.
2. The research found that the two dimensions-Emotional value and Social Value of
PERVAL scale are the determinants of perceived value of E-custom service. 3. E-custom
service quality has both direct effect on customer satisfaction and indirect effect on
customer satisfaction through customer perceived value.
Keywords: E-custom service quality, Customer satisfaction, Perceived value.