SERVQUAL 모델을 이용한 UNI-PASS(전자통관시스템) 이용자 만족도에 관한 연구

Measuring Service Quality in Using UNI-PASS : An Application of SERVQUAL

With the proliferation of internet applications, the customs procedure in Korea has become easier and more rapid with assistance of UNI-PASS, the new clearance system which is established on the internet-based technology. The key of UNI-PASS is to merge all information required for passing through customs and communications into a single window on the website for streamlining the whole procedure and improving the quality of customs service. The purpose of this paper is to understand the factors of measuring service quality in using UNI-PASS by adapting SERVQUAL model and identifying discrepancies between users' expected and perceived satisfaction. The research findings suggest that perceived service qualities apparently lag behind those of users' expectation. In an attempt to raise service quality, several managerial recommendations are extracted and some directions for future research are suggested.