Factors affecting the satisfaction of enterprises with the quality of public services of in Ho Chi Minh city customs department

Abstract

The study of “Factors affecting business satisfaction with public service quality of Ho Chi Minh City Customs Department” was conducted to identify and evaluate the important factors affecting the quality of public services as well as propose solutions to improve service quality at the Customs Department of Ho Chi Minh City. To answer this question, we have carried out qualitative research to propose a model and build a questionnaire. The proposed model includes: (1) Reliability, (2) Responsiveness, (3) Assurance, (4) Empathy, (5) Tangibles, (6) Transparency. Then, we combined the results from this research process with the quantitative research method conducted by taking survey samples from 296 employees from companies who have experienced public service at the Customs Department and used Cronbach's Alpha reliability investigation, EFA exploratory factor analysis. Our research results show that all six factors proposed in the model are the factors that affect the satisfaction of businesses when using public services at Ho Chi Minh City Customs Department. The authors have also made a number of recommendations to both the HCM City Customs Department and businesses to be able to conduct public transactions between the two parties more effectively. Finally, we have given some limitations of the study and directions for further development in the future.