The performance of public administrative service through the service quality and citizen’s satisfaction: The case of complaint’s settlement in Ho Chi Minh City Inspectorate

Abstract

In the tendency of New Public Management, improving the performance of public administrative organizations and public administrative services are very important, affecting the citizen’s satisfaction, enhancing people's confidence in government operations. The study explores the factors that influence the quality of complaint’s settlement and citizen’s satisfaction with the complaint’s settlement at Ho Chi Minh City Inspectorate, one of the public administrative services in Viet Nam. The study uses qualitative method and the theory of service performance to understand this phenomenon. Data from interviews of 30 people including 15 people who are civil servants of the Ho Chi Minh City Inspectorate and 15 citizens who make the complaints in Ho Chi Minh City Inspectorate. At the core of research, it is found that service quality affects the complainant's satisfaction and the performance of the administrative service as well as the administrative organization. There are three virtual factors affecting the service quality and citizen’s satisfaction, including the interaction between civil servants and complainants, the service outcome and the head’s accountability. In addition to this, environmental factors do not impact on the quality of complaint’s settlement in Ho Chi Minh City Inspectorate, while it is considered as a significant factor in assessing the quality of services perceived by customers or private services.