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Economic Analysis: Theory and Practice
 

The use of fuzzy logic tools to evaluate the quality of customs services

Vol. 15, Iss. 1, JANUARY 2016

PDF  Article PDF Version

Received: 23 October 2015

Accepted: 27 November 2015

Available online: 24 January 2016

Subject Heading: MATHEMATICAL METHODS AND MODELS

JEL Classification: C02, L32

Pages: 143-158

Gupanova Yu.E. Russian Customs Academy, Lyubertsy, Moscow Oblast, Russian Federation
vl-rfei@mail.ru

Importance The quality of governmental bodies' services is evaluated and this activity gains momentum as the new public administration concept is implemented so to satisfy users of the services.
Objectives The research examines whether it is possible to apply fuzzy logic tools to evaluate the quality of customs services when known economic and mathematical models turn to be inapplicable.
Methods The research is based on the methodology of the fuzzy set theory.
Results I determined the substance of customs services, their specifics that was meaningful for evaluating their quality, and identified users and customer of services. The article scrutinizes the process of building a fuzzy model of the customs services quality evaluation. I use MatLab's Fuzzy Logic Toolbox and refer to separate customs services to illustrate how the proposed approach may be implemented. Fuzzy Logic Toolbox helped assess the quality of the services and provided an illustrative presentation of the findings.
Conclusions and Relevance Considering limited and fuzzy information on the customs' performance, the fuzzy logic methodology constitutes the main tool to evaluate the quality of customs services. The findings may prove practicable for customs agencies to assess the quality of services they render. The assessment results represent a necessary basis to substantiate managerial decisions on improving the quality of services and respective management processes.

Keywords: customs services, quality, quality assessment, fuzzy logic, fuzzy sets

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