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研究生:黃雲英
研究生(外文):Hoang Van Anh
論文名稱:Factors Affecting the Satisfaction of Enterprises with The Quality of E-Customs Services at Quang Ninh Customs Department
論文名稱(外文):Factors Affecting the Satisfaction of Enterprises with The Quality of E-Customs Services at Quang Ninh Customs Department
指導教授:鍾紹熙鍾紹熙引用關係
指導教授(外文):Chung, Shao- Hsi
學位類別:碩士
校院名稱:美和科技大學
系所名稱:企業管理系經營管理碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
中文關鍵詞:Customer SatisfactionReliabilityResponsivenessAssuranceempathyTangibilitye-customs services
外文關鍵詞:Customer SatisfactionReliabilityResponsivenessAssuranceempathyTangibilitye-customs services
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The focus aim of this research was to assess the factors that affect the satisfaction of enterprises with e-customs at the Quang Ninh Customs Department and to point out the limited aspects that should be resolved during the reformation and modernization process at the Quang Ninh Customs Department. The research method used in this study is quantitative method with multivariate statistical analysis steps such as: testing by Cronbach’s Alpha coefficient, explore descriptive analysis, correlation analysis, regression analysis.
The results show that the satisfaction of enterprises when carrying out the customs proceduresat the Quang Ninh Customs Departmentis influenced by 5 factors. These 5 factors positively affect (+) the satisfaction of enterprises when handling customs proceduresat the Customs Department of Quang Ninh province, including (1) Reliability, (2) Responsiveness (3) Assurance (4) empathy, (5) Tangibility that confirmed all five factors strongly influence the satisfaction of enterprises with regard to e-customs proceduresat Customs Department of Quang Ninh province.
Moreover, the research results also show conclusion, limitations as well as directions for further researches in the future.
The focus aim of this research was to assess the factors that affect the satisfaction of enterprises with e-customs at the Quang Ninh Customs Department and to point out the limited aspects that should be resolved during the reformation and modernization process at the Quang Ninh Customs Department. The research method used in this study is quantitative method with multivariate statistical analysis steps such as: testing by Cronbach’s Alpha coefficient, explore descriptive analysis, correlation analysis, regression analysis.
The results show that the satisfaction of enterprises when carrying out the customs proceduresat the Quang Ninh Customs Departmentis influenced by 5 factors. These 5 factors positively affect (+) the satisfaction of enterprises when handling customs proceduresat the Customs Department of Quang Ninh province, including (1) Reliability, (2) Responsiveness (3) Assurance (4) empathy, (5) Tangibility that confirmed all five factors strongly influence the satisfaction of enterprises with regard to e-customs proceduresat Customs Department of Quang Ninh province.
Moreover, the research results also show conclusion, limitations as well as directions for further researches in the future.
ACKNOWLEDGMENTS I
ABSTRACT II
Contents III
Tables V
Figures VI
Chapter1 Introduction 1
1.1 Research Background 1
1.2 Research Motivation 2
1.3 The Importance of Research 3
1.4 Objectives of the Research 4
1.5 Object and Scope of the Research 4
1.6 Research Questions 4
1.7 Research Structure 5
Chapter 2 Literature Review 6
2.1 Customer Satisfaction 6
2.1.1 Theory of Customer Satisfaction 6
2.1.2 The Factors That Determine Customer Satisfaction 7
2.2 Services, Public Services, E-Customs Services 10
2.2.1 Concept and Characteristics of the Service 10
2.2.2 Public Services, Online Public Services 11
2.2.3 Electronic Customs Service 12
2.3 Service Quality 12
2.3.1 Definitions 12
2.3.2 Characteristics of Service Quality 13
2.3.3 The Factors That Determine the Quality of Service 14
2.4 The Relationship Between Customer Satisfaction and Quality of Service 15
.5 Theoretical Models 16
2.5.1 The Gronroos Model (1984) 16
2.5.2 SERVQUAL Service Quality Model (Parasuraman, 1988) 17
2.5.3 The SERVPERF Model (Cronin & Taylor, 1992) 21
2.6 Overview of Quang Ninh Customs Department 21
2.6.1 The Organizational Structure 21
2.6.2 Characteristics of Control Area 23
2.7 Model and Hypothesis of the Research 23
Chapter 3 Research Methodology 25
3.1 Questionnaire Designation 25
3.2 Data Analysis Method 25
3.2.1 Encrypting All Variables 25
3.2.2 Analyzing the Reliability of the Scale 27
3.2.3 Analyzing the EFA Factor 28
3.2.4 Correlation Analysis (Pearson) 29
3.2.5 Multiple Regression Analysis 29
3.2.6 Determine the Suitability of the Model 29
3.3 Create the Research Model 30
Chapter 4 Research Results 32
4.1 Characteristics of Survey Samples 32
4.2 Descriptive Statistics 32
4.3 Verification of the Scale 33
4.3.1 Verify the Cronbach's Alpha Coefficient 33
4.3.2 Exploratory Factor Analysis EFA 39
4.4 Relational Regression Analysis 42
4.4.1 Pearson Correlation Analysis 42
4.4.2 Regression Analysis 43
4.5 Variance Analysis 43
4.6 Regression Results Analysis 44
Chapter 5 Conclusions and Recommendations 46
5.1 Conclusions 46
5.2 Recommendations 47
5.2.1 Reliability Factor 47
5.2.2 Responsiveness Factor 47
5.2.3 Assurance Factor 47
5.2.4 Empathy Factor 48
5.2.5 Tangibility Factor 48
5.3 Limitations of the Research 48
References 49
APPENDIX 51
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