關稅局網站的服務需求分析——以高雄關稅局服務網站為例

Evaluating the Service Requirement for Customs Websites – The Case of Kaohsiung Customs Website

本文主旨在探討關稅局網站之服務需求。首先依據關稅局網站服務特性與回顧相關文獻去建立高雄關稅局網站的服務需求屬性，由使用者(報關業者) 回答對這些屬性的重要程度，再應用模糊層級分析法來評估這些屬性的認知權重。研究結果顯示高雄關稅局網站最須加強的服務需求屬性為：「網站供資訊內容的正確性」、「網站資訊的完整性與豐富性」、「網站資訊內容更新的速度」與「網站的內部資訊搜尋功能」，最後，依據這些權重的分析結果來制定國內關稅局網站的服務品質政策，作為其改善網站服務品質之依據。

Thispaper is to assess the service requirements of customs websites. The service requirement attributes (SRAs) of Kaohsiung Customs Office Website (KCO) are built by reviewing the characteristics of customs website and the related literature. Users (customs brokers) were surveyed to report their importance perception of the SRAs. An assessment model with fuzzy analytic hierarchy process is then constructed to evaluate their perceived weights for those SRAs. The results indicate that the SRAs of KCO website with the high priority for improvement are:“the accuracy of website information＂,“the integrity and richness of website information＂,“the update rate of website information＂, and “the search functionality of website information＂. Finally, the weights of SRAs may provide customs officers to make policy inference in improving the service quality of websites.