THE CONCEPT OF THE METHODOLOGY FOR ASSESSING THE QUALITY OF CUSTOMS SERVICES IN THE CONDITIONS OF INTRODUCING A CLIENT-CENTRIC APPROACH

UDC 339
DOI: 10.36871/ek.up.p.r.2023.11.03.023

Authors

Daria E. Romanova,
Russian Customs Academy, Federal Customs Service

Abstract

This article is devoted to the problem of assessing customs services quality. The author of the article conducted a search in order to develop indicators to assess customs services quality. The search consisted of a survey of two expert groups, customs officials and foreign economic activity participants. Based on the results of expert groups survey, quality assessment indicators and a methodology for their calculation were developed. The article presents the methodology concept for assessing the customs services quality. The methodology concept was evaluated by expert groups for the possibility of application.

Keywords

client-centric approach, customs services, quality assessment, quality of customs services, quality assessment methodology.