Compliance Of The Bureau Of Customs Code Of Conduct: Impact On Customers’ Satisfaction And Service Quality

Abstract

This study investigates the compliance of the Bureau of Customs (BOC) Port of Aparri with its Function-Specific Code of Conduct (CMO No. 25-2010) and its impact on customer satisfaction among customs brokers. A descriptive-correlational research design was employed, utilizing total enumeration of 38 customs brokers registered under the Chamber of Customs Brokers Inc. Northern Luzon chapter and 10 customs officials holding operational functions at the BOC Port of Aparri. Data were gathered using structured questionnaires, adapting the BOC Function-Specific Code of Conduct (CMO 25-2010) to measure compliance and OCOM Memo No. 47-2023 for customer satisfaction on service quality. Statistical tools included weighted mean for compliance and satisfaction levels, T-test to assess differences in compliance perceptions between groups, and ranking for challenges encountered by brokers. The findings reveal a notable perceptual gap, Bureau of Customs officials at the Port of Aparri generally assess themselves as highly compliant with the Code of Conduct, whereas customs brokers hold a less favorable view, particularly regarding public accountability, transparency, resistance to external pressures, and policies on gifts. This disparity significantly impacts customer satisfaction and perceived service quality. The study also determined that demographic and professional factors of customs brokers, such as age, sex, position, years of experience, type of transaction, and port location, significantly influence their perception of BOC's compliance and their overall satisfaction, particularly concerning service dimensions like cost, integrity, processing efficiency, and responsiveness. The challenges identified by customs brokers, including technical issues, corruption, and inefficient processes, highlight critical areas for improvement in BOC's compliance enforcement and service delivery. These issues underscore the need for the BOC to align internal perceptions with external realities to foster greater trust and satisfaction among stakeholders.