Yekaterinburg, Russian Federation
Yekaterinburg, Russian Federation
VAK Russia 5.2.1
VAK Russia 5.2.4
VAK Russia 5.2.5
VAK Russia 5.2.6
VAK Russia 5.2.7
UDC 339.543
UDC 338.46
In the context of the customs administration transformation, the development of objective and comprehensive tools for measuring the efficiency and customer-focused nature of services provided is particularly important. The aim of the study was to develop and empirically verify a methodological approach to the integrated assessment of the quality of customs services based on the aggregation of normalized indicators into three key blocks: process efficiency, performance effectiveness, and customer satisfaction. This study summarized existing scientific and regulatory approaches to the concept of customs service quality and identified key assessment criteria and indicators. Based on an analysis of statistical data from the Federal Customs Service of Russia for 2013–2024, an integrated index of the quality and efficiency of customs services (IQTE) was developed, including the blocks IPE (process efficiency), IR (effectiveness), and IU (satisfaction). The empirical results demonstrate a steady increase in IPE and IR indicators, while IU remains at a moderate level, confirming the need to further strengthen customer-centric mechanisms. The results of the empirical analysis confirmed positive quality dynamics in most areas and also revealed the need for further development of client-centric mechanisms.
quality of public services, customs administration, integral index, digitalization, process efficiency, service satisfaction, customs control effectiveness, client-centered approach, assessment methodology, customs services
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