Customs House Agents (CHAs) are responsible for ensuring that goods imported into or exported from a country are cleared through customs according to the specific country's customs laws and regulations. Every day, CHAs encounter multiple difficulties while performing their functions; this paper will provide an empirical study of the operational, regulatory, technological, financial and infrastructure challenges CHAs in India face. Data for this research was obtained from 60 logistics and customs professionals who completed a structured questionnaire. The data analysis consisted of percentage analysis, descriptive statistics, Pearson's correlation, multiple regression, one way ANOVA, independent sample t-test and chi-square test analyses. The digital system (ICEGATE) was determined to be the most significant predictor of CHA performance (beta = .748; R2 = .56; p < .001); CHA performance was negatively impacted by: 1) the complexity of regulations; 2) the burden of documentation; 3) the unavailability of financial resources; and 4) the state of the infrastructure. ANOVA, t-tests and chi-square showed no statistically significant differences between the departments, gender or experience levels of CHA employees indicating that challenges confronted by CHAs are experienced uniformly through the gross workforce of CHAs. Recommendations include simplification of regulatory processes, accelerating technology upgrades and targeting capacity building efforts to enable efficient and support enhanced customs clearance in India and likewise improve India's competitiveness in global trade.
B et al. (2026) studied this question.