Proceedings of the International Conference on Trends of Technologies and Innovations in Economic and Social Studies 2017

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

Authors
Konstantin Trubitsyn, Elena Mitrofanova, Viktor Khriashchev, Alexandra Mitrofanova
Corresponding Author
Konstantin Trubitsyn
Available Online June 2017.
DOI
https://doi.org/10.2991/ttiess-17.2017.115How to use a DOI?
Keywords
labor economics, labor potential, service quality, state customs services, customs authorities, human resources
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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
Part of series
Advances in Economics, Business and Management Research
Publication Date
June 2017
ISBN
978-94-6252-408-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/ttiess-17.2017.115How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Konstantin Trubitsyn
AU  - Elena Mitrofanova
AU  - Viktor Khriashchev
AU  - Alexandra Mitrofanova
PY  - 2017/06
DA  - 2017/06
TI  - Improvement of quality of state customs services based on development of labor potential of customs officials
PB  - Atlantis Press
SP  - 706
EP  - 711
SN  - 2352-5428
UR  - https://doi.org/10.2991/ttiess-17.2017.115
DO  - https://doi.org/10.2991/ttiess-17.2017.115
ID  - Trubitsyn2017/06
ER  -