Thesis Open Access
Factors Affecting Customer Satisfaction of Customs Services of Bonded Warehouse Operation: The case of Addis Ababa Kality Customs Branch Office
Tesfaye Getachew
Enhancement of customer service quality was one of the targets wished-for by the Ethiopian Revenue Customs Authority in bonded warehouse operations. For this reason, ERCA commenced diverse programs in order to meet the wished-for target. As per the data obtained from Addis Ababa Kality Customs Branch Office as of October 2017 the total number of licensee bonded warehouse customers decreased from 320 to 223. Complaining about service quality was one out of several factors for the decreasing number. For this reason, the main objective of this research was to assess factors affecting customer satisfaction of customs services of bonded warehouse operations where a survey conducted in Addis Ababa. This research was based upon the customer’s perspectives and experiences of customs services of bonded warehouse operations in Addis Ababa, Ethiopia. This research intended to determine the significance level of service quality dimensions, explore the relationship between customer perceived value and customer satisfaction, the relationship between employee behavior/professionalism and customer satisfaction in bonded warehouse operations.
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- Publication date:
- May 1, 2018
- DOI:
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- Communities:
- License (for files):
- Creative Commons Attribution