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.