International Business Management

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Examining Customer Satisfaction of the E-Customs Services in Ho Chi Minh City, Vietnam

Phuong , V. Nguyen, H. X. Nhi, Dang Trang and T. H. Nguyen
Page: 5180-5188 | Received 21 Sep 2022, Published online: 21 Sep 2022

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Abstract

This study aims to analyze the impact of E-custom services and perceived value on customer satisfaction. We use the partial least squares method to implement structural equation modeling analysis based on 343 questionnaires conducted in Ho Chi Minh City, Vietnam. The findings showed that E-customs services have both positively direct effect and indirect effect on customer satisfaction through customer perceived value. Furthermore, reliability, functionality and citizen support are the determined dimensions of E-customs services. Emotional value has a positive impact on perceived value. The results provide some recommendations for the customs departments to improve the quality of E-customs services, identify key factors and create appropriate customs policies.

How to cite this article:

Phuong , V. Nguyen, H. X. Nhi, Dang Trang and T. H. Nguyen. Examining Customer Satisfaction of the E-Customs Services in Ho Chi Minh City, Vietnam.
DOI: https://doi.org/10.36478/ibm.2016.5180.5188
URL: https://www.makhillpublications.co/view-article/1993-5250/ibm.2016.5180.5188