Research On The Requirement And Satisfaction Of Customs Service Object

Constituting a service-oriented government which could satisfy the people's need is the goal of administrative structure reform of our country.As an important part of Chinese government, customs system also set forth the crucial task of constructing a service-oriented customs in recent years.Taking the Xiamen customs as example, this paper discusses whether or not customs services have fulfilled the need of the service object as well as their satisfaction degree on the customs services, thus filling up the gap in the research of this respect.This paper firstly sheds the light on the development and reform of service-oriented government and customs as well as on some relevant concepts while defining clearly the service object of customs. Secondly, on the basis of reviewing the concept and model of service satisfaction in personal service field, it leads in the concept and model of public service satisfaction. After integrating the real working situation of customs, a model for satisfaction of customs service object is created, including 8 structural variables.Whereafter, on integrating with my working experience in Xiamen customs, I borrow from the index system of public service satisfaction to create the index system for the customs service satisfaction which includes 4 secondary indexes, 8 tertiary indexes and 17 quartus indexes.Finally, I apply the analytic methods of the Customer Praxiology to comprehend the service objects' need for the customs service as well as their satisfaction for the current service provided after finishing a questionnaire survey on some foreign trade enterprises in Xiamen. Meanwhile, I also make use of the SPSS software to carry out correlation analysis between sectors as enterprise type, capital structure, company scale, AND requirement and satisfaction , as well as requirement and satisfaction of different enterprises over customs services. Built on the research and analysis results, some suggestions will be made for the construction of service-oriented customs including how to increase service efficiency and improve service quality as well as how to bettering corresponding service targeting the enterprises with different types, different capital structure and different scales.