| dc.description.abstract | Sri Lanka Customs performs a vital role in
the country. The functions performed by them include
collection of government revenue as customs duty and
other levy on behalf of a number of other government
authorities and further the securing of national
airports/seaports in relation to the export and import
of both commercial as well as personal goods. With the
introduction of the new online system, due taxes for the
import and exports are collected by way of processing
Customs declarations submitted to the ASYCUDA
system.The purpose of this study was to identify the
effect of the new online system on customer satisfaction.
Primary data was collected via a questionnaire survey.
The sample size used was 30 shipping lines and agents.
The purposive sampling method was used to select
the sample to include the larger shipping lines. The
questionnaire consisted of fifteen questions covering five
main factors. The SERVQUAL model was used to measure
service quality. The questionnaire included a likert
scale consisting of five options to obtain the responses.
Respondents for the questionnaire were employees who
were using the online system. During the analysis the
KMO and Bartlett Test were used for the evaluation
of reliability and SPSS statistical software was used to
conduct the analysis. The correlation was analyzed using
Kendall`s tau_b and Spearman`s rho tests. As per the
findings the online system`s reliability, responsiveness and
tangibility have a positive and strong effect on satisfaction
of shipping lines, while assurance and empathy have a
negative effect on shipping line`s satisfaction. Therefore
as recommendations, the features relevant to assurance
and empathy should be enhanced in order to boost the
customer satisfaction of the online Customs system. | en_US |
