TAILIEUCHUNG - Factors influencing citizens’ satisfaction with public administrative services at the grassroots level case study of Tay Ho district
Based on the literature of customer satisfaction with private-sector services and citizen satisfaction with public administrative services, this study systematically investigates differentiated features of public administrative services and their effects on citizens’ satisfaction with public administrative services. | VNU Journal of Science: Education Research, Vol. 32, No. 5E (2016) 90-101 Factors Influencing Citizens’ Satisfaction with Public Administrative Services at the Grassroots Level Case Study of Tay Ho District Nguyen Phuong Mai1,*, Hoang Van Hao2, Nguyen Van Duy3 1 VNU University of Economics and Business, 144 Xuan Thuy Str., Cau Giay Dist., Hanoi, Vietnam 2 Institute of Training - Research on Administration and Organizations, Nguyen Chi Thanh Str., Dong Da Dist., Hanoi, Vietnam 3 Ha Tay Community College, Thuy Xuan Tien, Chuong My Dist., Hanoi, Vietnam Received 22 November 2016 Revised 15 December 2016, Accepted 22 December 2016 Abstract: Research on public administrative services in recent years in Vietnam has addressed both theoretical and practical concerns. As there is an increasing demand to measure the performance quality in State administrative agencies, surveys on citizens’ satisfaction of public administrative services have been done in previous researches and by State agencies which have had the participation of social-political organizations. Based on the literature of customer satisfaction with private-sector services and citizen satisfaction with public administrative services, this study systematically investigates differentiated features of public administrative services and their effects on citizens’ satisfaction with public administrative services. A direct questionnaire survey has been administered in Tay Ho district, Hanoi to gather information for the regression analysis. The measurement scales in this study are adapted from the SERVPERF model with 7 components of public administrative services. Four hundred and forty returned questionnaires have been used for analysis. Research results show that the capacity and public-duty ethics of public servants have the strongest effect on citizens’ satisfaction, followed by time and cost for service delivery and facilities. Keywords: Public administrative service, citizens’ satisfaction, grassroots .
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