[[alternative]]THE STUDY OF CARGO CLEARANCE SERVICE QUALITY--WITH KAOHSIUNG CUSTOMS BUREAU AS AN EXAMPLE

[[abstract]] 近年來，海關正大力推行為民服務品質的提升，希冀提供高品質服務，達成無障礙通關的目標。為了實地了解海關通關現場部門達成此項目標之成效，本研究擇定高雄關稅局做為實証分析對象，透過民眾來深層探討民眾評價海關服務品質的整體滿意度；並探討海關關員對民眾期望服務品質看法間的差距。 本研究依據PZB缺口模式為架構，以SERVQUAL量表為衡量海關貨物通關服務品質「缺口五」與「缺口一」之工具，運用SPSS統計套裝軟體，對回收之有效問卷進行統計分析。再就分析結果進一步訪談海關關員，探討缺口二至缺口四之原因。 從本研究中可以印證：一、民眾最為在意的是當有貨物通關問題時，關員能了解他們的需求給予協助且優先考量他們的最佳利益。二、繁重、忙碌的關務工作，使得海關關員普遍認為所付出的辛勞已能符合民眾的期望，導致對於民眾期望的認知普遍存有相似的低估現象。三、民眾對海關貨物通關業務的服務品質之認知與民眾的整體滿意度兩者之間呈現極顯著性正相關。四、整體滿意度的評價，大部份受訪民眾評定普通、滿意，少部份受訪民眾評定非常滿意。同時本研究也從關員訪談中發現，海關宣導不夠徹底，造成民眾誤解。海關為執行者，代辦其他機關業務太多，無權對其他主管機關之規定代決，面對「圖利」與「便民」之兩難，只能一切依法辦理 。 [[abstract]] Recently, Customs Office is trying to promote the quality of public service in order to reach the goal of cargo clearance without any obstacle. The study selects Kaohsiung Customs Bureau to assess the effectiveness of this plan practiced in the field. With the public point of view, to realize how the satisfaction is. And to probe into the gap between the public and the customs employees as far as service quality is concerned. The frame of this research is based on PZB Gap Model. SERVQUAL measure table is the tool to evaluate the service quality of cargo clearance between “gap 5” and “gap 1”. The SPSS statistics software is applied to analyze the effective questionnaire. Accordingly, to interview customs employees with the result of analysis, we can find the reason from “gap 2” to “gap 4”. The research can prove : Firstly, the best concern of the common people is that customs employees can meet their need when they have problems during the procedure of cargo clearance and consider their best profits as first priority. Secondly, customs work is so heavy that employees consider they have already meet what the common people needs them to do. Consequently, gaps between each other are existed. Thirdly, it shows a direct ratio between cargo clearance service quality and the satisfaction of the common people. Fourthly, the evaluation of the entire satisfaction shows that most people evaluates as satisfied, few people very satisfied. After interviewing with customs employees, the research also shows the propaganda is too poor to mislead the common people. Being an executor, customs takes charge of too much works for other department. To face between the choice of “making profits” and “public services” obeys the law is their only alternative.