Service Quality Affecting Customer Satisfaction with Customs Transit Warehouse Services

Abstract

          The objectives of the research were (1) to examine the level of customer satisfaction with the transit warehouse services of the Customs Department; (2) to examine the level of service quality of the transit warehouse services; (3) to compare customer satisfaction levels based on personal factors; and (4) to investigate the relationship between service quality and customer satisfaction with the transit warehouse services of the Customs Department. This research was a quantitative research design. Data were collected using a questionnaire administered to a purposive sample of 400 import–export entrepreneurs and related stakeholders. The statistical techniques used for data analysis included frequency, percentage, mean, standard deviation, and Pearson’s correlation coefficient.

           The findings revealed that:

           1) the overall level of customer satisfaction with the transit warehouse services of the Customs Department was high;

           2) the overall level of service quality was also high;

           3) customers with different ages and business types exhibited significantly different levels of satisfaction with the transit warehouse services at the 0.01 level of statistical significance;

           4) service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy were significantly correlated with customer satisfaction with the transit warehouse services of the Customs Department at the 0.05 level of statistical significance.