Public service quality and citizens' satisfaction: evidences from the administrative center of Lamdong province
Nguyen, Thi Duy Thanh (2016)
Nguyen, Thi Duy Thanh
Johtamiskorkeakoulu - School of Management
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Administrative reforms and the quality of public services have been an emerged issue of Vietnamese Government and citizens in recent years. The aims of this study are measure and explore the factors affecting the satisfaction of people using the One-Stop Service (OSS) of Administrative Center of Lamdong province. This thesis, with the title: "Public service quality and citizens' satisfaction: Evidences from the administrative center of Lamdong province", reachs those objectives by developing and testing a model of service quality in the field of public administration. Data were collected from 236 individuals and organizations who have used the OSS in Lamdong province's Administrative Center. Structural Equation Model (SEM) Analysis indicates that the quality of the one-stop service includes four components: quality of officers, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect to the satisfaction of people. Besides, the facility additionally affects significantly the citizens' satisfaction of the OSS. Implications for managers are drawn from the results of this study.