State customs services quality: marketing model and assessment methodology transformation

Abstract

The article studies the sphere of public services provided by customs authorities. The purpose of the study is to analyze the marketing model of customs services marketing model transformation under the conditions of the customer-centricity principles implementation and the customs administration system digital transformation. The relevance of the study is conditioned by the necessity to elaborate the rendering services mechanism in order to improve their quality and satisfaction of the final consumer (interested citizens, participants of foreign economic activity) with the result of receiving the service. The main tasks of the study are to identify problematic factors of the rendering state customs services mechanism, to determine their essence, and to structure their sphere. The article used both theoretical (current normative-legal acts and modern researchers’ scientific works analysis) and empirical (practical substantiation of ways to improve the customs control efficiency and the state customs services quality) research methods. Based on the analysis of the customs value definition as a state customs unformalized service, the problematic aspects that reduce the service quality and the level of participants’ satisfaction in foreign economic activity have been identified. The study proposes possible options for solving the identified problematic aspects on the basis of the developed marketing model and methodology for assessing the customs services quality. Its fragment has been presented by the author on the example of goods customs value control and confirmation.

Keywords

• customs services
• non-formalized services
• customs services quality
• customs services quality marketing model
• methodology for assessing customs services quality
• edeclaration center
• customer focus