Digital customs service perceptions of customs brokers: an emprical study

In this day and age, digitalization continues to be effective in both the public sector and private sectors. The usage of information technologies in international trade transactions has become irremissible in terms of achieving competitive advantage. Restrictive procedures in international trade, constitute an impediment to facilitating trade between countries. Due to these existing procedures, it is aimed that transactions that cause high costs and time loss can be performed more easily by taking benefits from digitalization. It is thought that through digitized customs enforcements, services will be faster, lower cost, more reliable and of higher quality. The aim of this study is to survey how the service quality for digitized customs enforcements is perceived by customs brokers and customs brokers assistants in our country. Therefore, the population for this study consists of customs brokers and customs brokers assistants who are actively operating. Considering that there are not many studies on the subject in the literature, it is believed that this study will contribute to the literature as an original study. In the first section, the concepts of service and service quality will be analyzed in the study, research will be done on digital service operations determined with the customs concept, the customs consultant profession will be mentioned and perceptions towards service quality will be measured with a questionnaire conducted to customs brokers /customs brokers assistants. The research questions in the study will be tested by analyzing the data collected by the questionnaire using quantitative analysis methods. The findings obtained, will be arranged for the benefit of researchers who will study on the subject, shareholders who are parties to electronic customs services, and relevant customs administrations.