IMPROVING THE QUALITY OF CUSTOMS BROKER SERVICES AS AN EXAMPLE OF UAB „GRANITO BROKER COMPANY

Abstract

The article examines the quality of the services of customs brokers and its problems, based on the scientific works of both foreign and Lithuanian authors. Theoretical analysis allows revealing the main factors determining the quality of customs brokers' services. The article was prepared by applying systematic scientific literature analysis, comparison and generalization methods, according to the scientific literature of foreign authors and the conducted researches. After the analysis, it was established that, in order to improve the quality of customs brokers' services, companies should pay attention to the reliability, promptness of the staff and the timeliness of the service. The private sector of customs brokers must take into account global problems, national and European Union regulations, guidelines that determine the directions in which the development of the customs broker sector should take place, improving the quality of services. Analyzing the regulations for improving the quality of services, it was found that, in order to improve the quality of the provided customs brokers' service, it is necessary to make decisions related to technological innovations, which would help the customer to carry out customs procedures faster and more safely. Also, automation, implementation of information systems, which would allow more efficient organization of customs procedures and prompt provision of information to customers. Digital transformation is also important, which would contribute not only to the efficiency of customs procedures, but also to the reliability of information and the reduction of errors. Adopting these decisions would increase customer satisfaction with the services provided by customs brokers, ensure the efficiency of customs procedures and high quality of customs brokers' services.