Improvement of quality of state customs services based on development of labor potential of customs officials

Abstract

-In current economic environment, it is necessary to revise the approach to state customs services. For this purpose, the authors introduced a new estimated indicator for activities of customs authorities -the quality of state customs services. The result showed necessity to study the relationship between the quality of customs services, provided by customs officials, and their labor potential. The main aim of research is studying improvement of the quality of state customs services based on development of the labor potential of customs officials. For implementation of performance targets, authors proposed a technique, based on the Kano's model. The authors developed two types of questionnaires -for the state customs services distribution according to the Kano model and for evaluation of each service quality. In addition, the authors proposed changes in the interacting processes among the participants of foreign economic activities and customs authorities. The methodology proposed appropriate priority directions of development and influence on the level of customer satisfaction (participants of foreign economic activities) and on the quality of services, provided through improving the labor potential of customs officials.