Information quality

From the Table 4.4, we can see an increase by 1.5 score between Before and After using E-custom. Of the study population, almost subjects agree that the old papers from before using E-custom were accurate and contained enough authorized requirements’ info for freight forwarding activities. It can be

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explained why average scores of Contents factor (BIQ1) has the highest score (3.53) among all other factors since new system was not applied. In spite of the fact that old documents reached some point in its Contains factor, people are still hard to really understand how to fill the form fully and precisely. The majority of respondents felt confused about old documents’ format setting (BIQ2 – 3.38).

Because of containing too many required information in one paper, old documents are too hard to be well-organized, it became harder to read and follow since import-export goods were getting more complex day by day.

Table 4.4: Information quality Before and After using E-custom system

BIQ average AIQ average

NAME BIQ1 BIQ2 X AIQ1 AIQ2 X

c1 4.5 4.6 4.55 6.4 6.5 6.45

c2 3.9 3.5 3.7 5.1 5.3 5.2

c3 3.7 3.6 3.65 4.4 5.3 4.85

c4 3.7 2.8 3.25 4.4 4.8 4.6

c5 2.7 3.4 3.05 4.4 4.9 4.65

c6 3.3 3.7 3.5 5.6 4.7 5.15

c7 3.4 2.3 2.85 4.7 5.1 4.9

c8 3.1 3.2 3.15 5.3 5.2 5.25

average 3.5375 3.3875 3.4625 5.0375 5.225 5.13125

In the new system (E-Custom), importers can fill e-form and complete all document in computer by using VNACCS/VCIS application. Even though current systems are not in the complete version, it has been updated eventually.

For every new kind of goods, server also updates new HS code for the goods.

Users of VNACCS/VCIS hardly get lost because there is always have a described button beside the blank need to fill, a short explanation table will appear when people do not know where to type in or what should be entered.

Furthermore, a note of description appears for every time VNACCS/VCIS gets updated or changes, which prevents the unexpected case people can’t handle the new version. The improvement in Information Quality definitely was made by E-custom system. Old forms were hard to make changes, but they, whenever needed, can be easily updated and improve by new electronic system.

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4.2.3 Service Quality

As illustrates in Table 4.5, the main score difference between Before and After using E-custom in Service Quality is 1.87 point. Service Quality has the highest developments’ point compared with System Quality and Information Quality. The “Evolution” in Service Quality is built from the rise in quality of these factors: Reliability, Responsiveness, Assurance, and Empathy.

Table 4.5: Service Quality Before and After using E-custom system

BSeQ average

The data and answers collected about Reliability factors (BSeQ1, ASeQ1) show that people have great satisfaction since E-customs system was applied, the average score rises from 3.1 to 5.0. In the past, all decisions about freight forwarding activities (in, out, reject, accept, etc.) were “ruled” by custom officers.

There is nothing guaranteed that officer tried his/her best to complete approval for import-export documents or done it in a scheduled time. If something happened, officers can easily refuse to take responsibility and blame for some

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physical problems, such as hand down, writing of importer so hard to read;

document was so dirty and fixed, cannot accept, etc.

Before using E-custom, the ranks of Responsiveness (BSeQ2 - 3.15) and Assurance (BSeQ3 - 3.075) were very low because of many obstacles. As aforementioned, there is nothing secured that officer tried his/her best to certificate a bundle of documents; but when he/she really want to, it still takes a lot of time. It was very hard for custom officers to give his/her permission to a freight activity. A freight forward application getting its permit quick or slow was based on how expertise of custom officer is.

Interestingly, the collected answers for BSeQ2 (1) (2) are “NO”, BSeQ2 (3), BSeQ3 (1) are “SOME TIME”; and “YES” - too busy for respond to applicants’

requests – BSeQ2 (4). Before E-custom was applied, an officer had to deal with a huge amount of works, he/she was always overloaded. It takes time reading whole application papers carefully, compare with law, documents circulated internally to make final precise decision. In the past, custom officers had not enough time to do anything else but checking documents; they were unavailable for helping importers, sometimes they also cannot keep calm, polite with their speaking.

For the Empathy factor before applying new system, recorded score by respondents is 3.075. The summarized answers (BSeQ4) show that officers hardly understand importers either importers cannot feel the empathy from officers. As for the Tangibility factor of Service Quality, it is only suitable for evaluating Before-use E-system. Interviewees have a tendency making

“NORMAL” commends for the custom offices, the average score to describe bureau building is about 4.0. After using E-custom, numbers of offices were close since everyone can apply freight from online. In this case, the Tangibility factor is no longer concerned as an important factor and be removed from “After use” part. However, physical - custom office are still required for some activities, like physical goods checking, taxes paying, etc.

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New E-custom become a powerful assistant, boost up performance of every Service factors. VNACCS/VCIS was programmed to decide the flow of goods for custom officers. After double check with the given information from E-system, officers can tell importers exactly the time they get clearance documents – which was impossible in past. Besides that, about 80 percent amount of works officers needed to do before now can be done by VNACCS/VCIS, they have more time to help, respond requests from people. The E-custom had made a big impact on the quality of Service dimension. The “Evolution” in Service Quality is built from the rise in quality of these factors: Reliability, Responsiveness, Assurance, and Empathy.

Moreover, parallel with VNACCS/VCIS program, official website, hotline and ranking system to evaluate performance of custom officers were built to make a complex structuration. Ranking system somehow becomes an invisible force that encourage officers try his/her best on works. With new computer system on Customs, all activities of decisions by officers are recorded, then they cannot refuse responsivity if trouble happens. The good impact of E-custom is recognized by the respond of interviewees for ASeQ1, ASeQ2, ASeQ3 and ASeQ4.