2026-06-27T22:48:28Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00009071 2024-09-06T05:42:06Z 1582963436320 1582963436320:1582965701379

Importer Satisfaction On Service Quality of Myanmar Customs Department (Toe Toe Kyaw, 2023) Toe Toe Kyaw The purpose of this study is to examine the service quality of ASEAN Free Trade Area (AFTA) Section at Myanmar Customs Department (MCD) and to analyse the effect of the service quality of AFTA Section on importer satisfaction at MCD. In this study, descriptive statistics and quantitative research methods were used. The respondents were selected from 20% of 825 importers through the simple random sampling method. Primary data was collected from 165 importers in the Yangon area who imported and submitted AFTA Certificate of Origin Form-D to AFTA Section during the period from January 2021 to March 2023. The findings of the study indicated that the service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy have a significant effect on importer satisfaction. In addition, the reliability dimension plays the most important role in determining the importer's satisfaction. MCD continuously strives to improve the satisfaction level of importers and facilitate the trade process by providing excellent service quality to the AFTA section. To achieve the strategic goal and facilitate trade, MCD should focus on the service quality of the AFTA section to improve importer satisfaction and also on the individual opinions of those involved in the AFTA procedure. 2023-08-01 https://meral.edu.mm/records/9071