Assessing the effect of digitized port system on service delivery at the customs division of the ghana revenue authority
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Date
2023
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Publisher
KNUST
Abstract
Ports facilitate international trade and logistics, which enables them to help the economic development of countries and regions. The delays that occur during the port's clearing procedure have drawn a lot of criticisms. Some importers and exporters complain about the strenuous procedures they go through to clear their products, claiming that they must pass through around 23 distinct points. The main objective of the study is to assess the effect of digitized port system on service delivery. For the industry participants, the research would be of considerable value on the grounds that the customs division of the ghana revenue authority would be able to fully utilize the digitized port systems in delivery a better service which can also grow other equally vital sectors of the division. Also, operational performance will be examined to determine the role it plays in this relationship. In academia, the research would be used as a resource for students looking to research a related subject. The first objective of the study was to determine the relationship between digitized port system and service delivery at the port. The study found a significant and positive relationship between the digitized port system and service delivery. The second objective was to determine the effect of operational performance on service delivery. The study found that operational performance positively and significantly impacts service delivery. The third objective confirmed that operational performance moderates the relationship between digitized port system and service delivery. The study recommended that to build distinctive business at the port, it is prudent to ensure that most of the operations at the port are digitized. It is recommended for further studies to look at how service delivery enhances customer satisfaction at the port.
Description
A thesis submitted to the department of supply chain and information systems, institute of distance learning in partial fulfillment of the requirements for the award of the degree of master of science in logistics and supply chain management