Perception of the performance of the Customs Service in Honduras from the experience of the customs agent as a key system user

Abstract

Customs brokers play a key role in international trade, acting as intermediaries between foreign trade operators and the customs administration. In Honduras, these professionals are duly authorized to operate at various customs offices nationwide, handling procedures related to the import, export, and transit of goods. Their experience and technical knowledge are essential to ensure compliance with customs regulations, streamline clearance times, and guarantee the legality of operations. This study analyzed the perception of customs service performance based on the direct experience of customs brokers, who face various challenges such as the lack of unified criteria, excessive bureaucratic processes, constant system changes, limited access to key personnel, and insufficient training of public officials. Additionally, issues related to transparency, professionalization, and system modernization were identified. The results highlight an urgent need to strengthen institutional capacities, promote professional ethics, and improve communication between authorities and users. The voice of the customs broker is essential in building a more efficient, fair, and competitive system that drives the country’s foreign trade and enables a more agile and transparent logistics environment.