Đánh giá sự hài lòng của công dân đối với chất lượng dịch vụ hành chính công trên địa bàn Thủ đô Hà Nội
Chuyên mục: Quản trị - Quản lý - TẠP CHÍ KINH TẾ & QUꢀN TRỊ KINH DOANH SỐ 18 (2021)
ĐÁNH GIÁ SỰ HÀI LÒNG CỦA CÔNG DÂN ĐỐI VỚI CHẤT LƯỢNG
DỊCH VỤ HÀNH CHÍNH CÔNG TRÊN ĐỊA BÀN THỦ ĐÔ HÀ NỘI
Nguyễn Danh Nam1, Uông Thị Ngọc Lan2
Tóm tắt
Sự hài lòng của người dân là yếu tố cần thiết để đánh giá chất lượng dịch vụ hành chính công do cơ quan
hành chính nhà nước cung cấp. Nghiên cứu nhằm xác định các yếu tố ảnh hưởng đến sự hài lòng của
người dân đối với chất lượng dịch vụ hành chính công trên địa bàn Thủ đô Hà Nội. Nghiên cứu khảo sát
475 công dân đang sử dụng dịch vụ hành chính công tại các cơ quan hành chính Nhà nước. Kết quả phân
tích hồi quy đã xác định được 5 yếu tố: (i) cơ sở vật chất; (ii) công khai và minh bạch; (iii) sự đảm bảo;
(iv) khả năng đáp ứng; (v) độ tin cậy, ảnh hưởng đến sự hài lòng của người dân đối với chất lượng dịch
vụ hành chính công của Thủ đô Hà Nội. Trên cơ sở kết quả nghiên cứu, tác giả đưa ra các giải pháp nâng
cao chất lượng dịch vụ hành chính công trên địa bàn Thủ đô Hà Nội.
Từ khóa: dịch vụ hành chính công, sự hài lòng, người dân, Hà Nội.
EVALUATING THE CITIZEN SATISFACTION WITH THE QUALITY OF PUBLIC
ADMINISTRATION SERVICES IN THE HANOI CAPITAL
Abstract
Citizen satisfaction is the essential factor to evaluate public administration services quality provided by
State administrative agencies. The study aims to identify the factors affecting citizen satisfaction with the
quality of public administration services in the Hanoi capital. The study surveyed 475 citizens who are
using public administration services at State administrative agencies. The results of regression analysis
identified five factors: (i) facilities; (ii) publicity and transparency; (iii) assurance; (iv) responsiveness;
(v) reliability affecting citizen satisfaction with the quality of public administration services in the Hanoi
capital. Based on the research results, the study proposes solutions to improve public administration
services quality in the Hanoi capital.
Keywords: public administration services, satisfaction, citizen, Hanoi.
JEL classification: M38, O2.
focusing on implementing. These authorities are
considered the supply aspect of government and
have the heaviest impact on the quality of public
administration services. The study focuses on the
evaluation by citizens regarding the quality of
public administration services provided by
provincial authorities. It identifies the factors
needed to focus on to improve the quality of
public administration services. This study took
place in the Hanoi capital, a dynamic local and
active at innovation, administrative reform, and
efforts to improve the quality of public
administration services. The results are limited.
So, it is necessary to evaluate the public
administration service quality in the Hanoi capital
and find ways to improve it.
1. Introduction
Recent trends in public administration
emphasize quality management, citizen orientation,
and performance results (Alford, 2002; Heinrich,
2002; Kadir et al., 2000; Laszlo, 1997; Rowley,
1998; Wisniewski, 2001). Vietnam is not the
exception. Service quality improvement is an
essential strategy leading to success for public or
private organizations (Parasuraman, Zeithaml, &
Berry, 1985; Zeithaml, Bitner, & Gremler, 2009).
Hanoi is the capital of Vietnam, with a population
size of 8.053.663 citizens. The population growth in
Hanoi is a cause public organizations are facing
increasing pressure to provide quality and efficient
public services to the people. Public service is an
integral part of government operations in all
countries to achieve economic, social, and human
development targets (Ramseook-Munhurrun,
Lukea-Bhiwajee, & Naidoo, 2010).
Providing public administration services is
the simple function of government authorities.
One of the factors to evaluate the effectiveness
and credibility of the government assessed is by
examining the quality of public administration. In
the Hanoi capital, administrative procedure
reform is a “hot” issue that government agencies
at all levels, special, provincial authorities, are
2. Theoretical Background
2.1. Service quality
Service quality is customer comparison
between the quality of service they expect and the
actual quality of service they receive (Parasuraman
et al., 1985). Gronroos (1984) argues that the
quality of service includes technical quality and
functional quality. Technical quality reflects what
the customers obtain from the service experience.
Hence, it takes into account the effectiveness of the
service provided to the customers. Functional
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quality, on the other hand, reflects the perception of
how service is delivered. The quality of service is a
customer’s assessment of the better service. It is a
form of attitude and the consequences from
comparing with what is expected and received.
(Zeithaml, 1996). Lehtinen (1982) said that the
quality of service must be evaluated on two
aspects: the process of service delivery and the
results of the service.
The quality of public administration services
is an essential measure for the operation of State
administrative agencies. However, profitability is
not the purpose of public authorities. Because they
also have to perform many other functions such as
stable support for growth, adjusting the pace of the
development for social, and the direction of
development. The quality of public administration
services is the ability to satisfy people’s
requirements for public service delivery. So, the
quality of public administration services is also not
out of the general characteristics of service quality.
2.2. Citizen Satisfaction
Customer satisfaction or customer
disappointment is the customer’s response to the
difference between the expectations before
consuming the product and the perceived product
after using the service (Fornell, 1995). Customer
satisfaction is customer assessment for a product
or a service that has met its needs and expectations
(Zeithaml & Bitner, 2000). Satisfaction is the
degree of a person’s sensory state. It starts by
comparing the results received from the
product/service with the expectations of the
person. Expectations are people’s wishes or
expectations. It comes from personal needs,
previous experiences, and external information
such as advertising, bulletin, word of mouth from
friends, family, etc. Individual needs are the
factors formed from people’s perception of
wanting to satisfy something as communication
needs, eating, rest, etc. (Philip Kotler, 2001).
Customer satisfaction is an overall customer
attitude toward a service provider, or an emotional
response to the difference between what a
customer foresaw and what they receive, with the
fulfillment of some needs, targets, or wants
(Hansemark & Albinsson, 2004).
handling administrative procedures. Therefore,
the first hypothesis proposed in this study is:
H1: Facilities has a positive effect on the
quality of public administration services
Reliability: reliability is the ability to
perform services correctly with what has been
committed to the people. For example, solving
work is correct and complies with the law,
creating safety for people when handling
administrative procedures. Thus, the second
hypothesis proposed in this study is:
H2: Reliability has a positive effect on the
quality of public administration services
Responsiveness: Mention the attitude of civil
servants, desire, and willingness to help people
when making transactions. A civil servant with a
friendly attitude, respect for citizen satisfaction will
help people feel comfortable when accessing public
administration services, conducting transactions
with State agencies, help citizens feel respected,
mastered, and enjoy the services they require. So,
the third hypothesis proposed in this study is:
H3: Responsiveness has a positive effect on
the quality of public administration services
Assurance: assurance includes capacity,
knowledge, skills, and experience in the work of
civil servants. If civil servants have knowledge
and skills, the processing of dossiers for people
will be quick and effective. The fourth hypothesis
proposed in this study is:
H4: Assurance has a positive effect on the
quality of public administration services
Transparency: transparency is fairness and
non-bureaucracy, corruption. Create the best
conditions for people in handling administrative
procedures, have good advice when people need a
reminder, and take care of all the people. Therefore,
the fifth hypothesis proposed in this study is:
H5: Transparency has a positive effect on the
quality of public administration services
Publicity: publicity is the publicity of
regulatory information, the process of solving
work, and papers in the handling administrative
procedures at State administrative agencies in the
Hanoi capital so that people can compare in the
process of handling work. So, the sixth hypothesis
proposed in this study is:
H6: Publicity has a positive effect on the
quality of public administration services
3. Methodology and Hypothesis
3.1. Hypothesis
Facilities: includes houses, equipment,
information tools, scientific work processing
lines, and other technical means of service. Good
facilities mean meeting basic needs for people in
The relationship between service quality and
citizen’s satisfaction
Service quality and customer satisfaction are
two different but closely related concepts in
service research (Parasuraman et al., 1988).
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Previous studies have shown that service quality
causes customer satisfaction (Cronin & Taylor,
1992). Service quality includes different
components and is a factor that leads to customer
satisfaction (Parasuraman et al., 1985, 1988). Few
studies focus on testing the level of an explanation
of service quality components for customer
satisfaction, particularly in public service (Lassar
et al., 2000). Thus, the seventh hypothesis
proposed in this study is:
H7: The quality of public administration
services has a positive effect on citizen
satisfaction
Facilities
Control Variables (gender,
age, education, occupation)
H1 (+)
Reliability
H2 (+)
Responsiveness
H3 (+)
H4 (+)
H5 (+)
H6(+)
H7 (+)
Quality of public
administration services
Citizen satisfaction
Assurance
Transparency
Publicity
Figure 1: Study framework
Source: The authors propose
In the study, the observed variables using the
5-level Likert scale and details in Table 1. Table 1
shows that six groups of factors affecting citizen
satisfaction with the quality of public
administration services in the Hanoi capital.
Table 1: The scale of factors affecting citizen satisfaction with
the quality of public administration services
Abbr
Variables
Facilities
Source
Parasuraman,
1985
FAC1
FAC2
The state agencies have a convenient location
Profile transaction offices are easy to recognize and reasonable to create an
equal opportunity for communication.
FAC3
FAC4
Profile transaction office has enough seats for people to transact
Well-equipped with chairs, desks, computers for searching, procedures, and
other supporting tools.
FAC5
There are adequate drinking water, safe parking, and other ancillary facilities.
Reliability
Parasuraman,
1985
REL1
REL2
REL3
REL4
REL5
The agency has always followed the published work-handling process
The agency secures the personal information of people.
The agency is always interested in the problems of people.
People and organizations always believe in the advisory work of the agency.
People are always getting timely results from the agency.
Responsiveness
Parasuraman,
1985
RES1
RES2
RES3
RES4
Civil servants always handle work very on time
Civil servants always listen to comments from people.
Civil servants never refuse to answer the questions of people.
The agency regularly updates timely changes in policies, processes, and
regulations for administrative procedures.
RES5
The agency regularly informs people about changes to administrative
procedures in the media and mass media.
Assurance
Parasuraman,
1985
ASS1
ASS2
Civil servants always have a courteous and peaceful attitude towards people
and organizations in handling work.
Civil servants have the full professional knowledge to answer the questions
and problems of people.
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ASS3
ASS4
Civil servants have skills and flexibility in handling difficult situations.
Civil servants always guide people and organizations to complete
administrative procedures.
ASS5
Civil servants are experienced and knowledgeable about the legal provisions
for administrative procedures.
Transparency
Le Dan, 2011
TRA1
TRA2
The agency is always treating people fairly.
People and organizations do not have to pay extra for administrative
procedures in a better way.
TRA3
TRA4
TRA5
The agency will give the necessary advice if people need
Civil servants do not cause trouble, harassment with people.
Civil servants do not receive money from people.
Publicity
Authors’
PUB1
Procedures for receiving, returning results, answering, and resolving
administrative procedures publicized
research
PUB2
PUB3
PUB4
The charges publicized
The civil servants always wear a civil servant card while working.
The civil servants always notify citizens at the right time when their requests
have not been handling.
PUB5
PUB6
Time to receive and return results publicized.
People may give their opinions in many forms (document, telephone, email,
or face to face meeting)
Quality of public administration services
Authors’
Q1
Q2
Q3
The quality of public administration services is the same as expected of people.
The quality of public administration services as committed to people
The quality of public administration services is now much better than before
Citizen Satisfaction
research
Authors’
research
CS1
CS2
CS3
CS4
CS5
CS6
CS7
You are satisfied with the facilities at the State agency.
You are satisfied with the publicity at the State agency.
You are satisfied with the service attitude at the State agency.
You are satisfied with the responsiveness at the State agency.
You are satisfied with the reliability of the State agency.
You are satisfied with the transparency at the State agency.
You are satisfied when coming to trade at the State agency.
Source: Compiled by authors
proceeded for citizens using public services at the
People’s Committees of Hanoi City from August
2020 to October 2020. Survey forms are sent
directly to the citizen.
3.2. Methodology
3.2.1. Sample size
The data analysis method used for this study
is the analytical method based on the exploratory
factor analysis model. This method also requires at
least 200 observations (Gorsuch, 1997). Hatcher
(1994) determines the minimal sample size to be
equal to five times the observations. Another
experience in defining the sample size for EFA is
that the number of observed variables must be at
least five times as much as the number of factors
(Hoang and Chu, 2005). Besides, according to
Comrey, 1973 and Roger, 2006, to get the best
outcome from the regression, the minimal sample
size must meet the requirement: n ≥ 5*m (where n
is the sample size, m is the number of observations
of a model). This study has 41 observed variables,
so the number of samples needed is 41 * 5 = 205.
Besides, to avoid the low probability of a vote
recovery, the authors will take the sample size of
500 observations and collect 475 appropriate
surveys after cleaning the data. The survey
3.2.2. Data analysis
The valid questionnaires are tests for data
analysis. All data coded, input, processed, and
analyzed using SPSS 26. The data analyzed:
evaluating the reliability through two tools
includes a Cronbach Alpha coefficient and
exploratory factor analysis (EFA). Cronbach
Alpha coefficient uses to remove the trash
variables. The variables with the Corrected item-
total Correlation less than 0.3 will disqualify, and
the scale will be selected when the Cronbach
Alpha coefficient is higher than 0.6. Exploratory
factor analysis with a factor loading of less than
0.5 and extracted into two factors with differences
less than 0.3 will reject. The Eigenvalue is higher
than 1.00, and the total variance extracted is
higher than 50%. Besides, the KMO and Bartlett
Test uses to test the validity of the data. F-test in
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the variance analysis table is used to test a
hypothesis about the suitability of the overall
linear regression model. If Sig. <0.05 the
regression model is suitable for the data set and
can be used. The variance inflation factor (VIF)
uses to check the multi-collinearity phenomenon
(VIF <10).
4. Results and Discussion
4.1. Sample Characteristics
Data in table 2 describes the characteristics of
the 475 public administration service users,
specifically their gender, age, education,
occupation.
Table 2: Sample characteristics
Characteristics
Number
Percent
Gender
Age
Male
Female
258
217
54.3
45.7
Under 30
30 – 45
46 – 60
125
198
101
51
26.3
41.7
21.3
10.7
More than 60
Education
Under high school
High school
64
75
138
198
13.5
15.8
29.1
41.6
Intermediate education and college
University and Post – Graduate
Occupation
Students
Civil servants
25
82
5.3
17.3
Employee (all kinds of enterprises)
189
113
27
39.8
23.8
5.6
8.2
Freelance
Pensioner
Others
39
Source: Authors Analysis
The results showed that more than half of the
respondents (54.3 percent) were males, and 45.7
percent were females. In terms of their age, 68
percent were aged 45 years and below. The results
show that the education level of the citizens using
public administration services at the People
Committees of Hanoi City is higher than the
average level because 41.6 percent of citizens
have University degrees, and 29.1 percent of them
have Intermediate education and College
qualification. About career, 39.8 percents are
employees or staff working in enterprises (all
kinds of enterprises). 23.8 percents are
freelancers. Civil servants working in State
organizations account for 17.3%.
4.2. Reliability Test of Scales
Table 3 showed the Cronbach Alpha
coefficient of the scales. All scales have a
Cronbach Alpha coefficient which is higher than
0.6. The highest one is “Reliability” with a
coefficient of 0.850, and the lowest one is “Citizen
Satisfaction” with a coefficient of 0.884. All 41
items have a Corrected item-total correlation
greater than 0.3. So, all scales meet the reliable
requirement for further analysis.
Table 3: Results of Reliability Test of Scales
Factors
Cronbach’s Alpha
Facilities (FAC)
0.842
Reliability (REL)
Responsiveness (RES)
Assurance (ASS)
Transparency (TRA)
Publicity (PUB)
0.850
0.844
0.845
0.843
0.840
0.784
0.749
Quality of public administration services (Q)
Citizen Satisfaction (CS)
Source: Authors Analysis
analysis to test the significance of the scales. The
result of Exploratory factor analysis shows that
the observed variables including three groups.
4.3. Exploratory Factor Analysis (EFA)
EFA with Scale of Independent Variables:
The 31 items were subjected to Exploratory factor
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And each component of them has a dependent
relationship in the comparison in the main factor
being higher than 0.5.
The result of Bartlett’s test shows that the
variables are generally in correlation with each
other with Sig = 0.000; KMO coefficient = 0.570;
Eigenvalue coefficient = 1.273; Sums of Squared
Loadings = 81.4 percent. This test proves that the
scales are appropriate.
Table 4: Results of EFA of Independent Variables
Observed variables
Component
1
2
3
4
5
PUB4
TRA5
TRA1
TRA3
PUB5
PUB6
PUB1
TRA2
PUB2
TRA4
PUB3
RES3
RES1
RES4
RES5
RES2
REL3
REL4
REL5
REL2
REL1
ASS3
ASS2
ASS4
ASS1
ASS5
FAC4
FAC5
FAC1
FAC2
FAC3
0.892
0.881
0.879
0.878
0.874
0.864
0.859
0.829
0.828
0.814
0.801
0.874
0.840
0.826
0.820
0.819
0.842
0.822
0.800
0.783
0.756
0.830
0.821
0.813
0.803
0.789
0.853
0.846
0.800
0.800
0.710
KMO (Kaiser-Meyer-Olkin Measure of Sampling Adequacy) = 0.570
Bartlett's Test of Sphericity
Approx. Chi-Square
df
7832.748
465
Sig.
0.000
Sums of Squared Loadings
81.4%
into a group. And each of them has a dependent
relationship in comparison with the factor loading
being higher than 0.5.
EFA with Scale of Dependent Variable
EFA with Scale of Quality of Public
Administration Services Variable
EFA with Scale of Quality of Public
Administration Services Variable
The result of Bartlett’s test shows that the
variables are generally in correlation with each
other (Sig = 0.000; KMO coefficient = 0.733;
Eigenvalue coefficient = 2.435; Sums of Squared
Loadings = 81.17 percent). This test proves that
the scales are appropriate.
The three items of quality of public
administration services variable were subjected to
Exploratory factor analysis to test the significance
of the scales. The result of the Exploratory factor
analysis showed that the observed factors divide
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Table 5: Results of EFA of quality of public administration services variable
Observed variables
Component
1
Q2
Q3
Q1
0.819
0.809
0.774
KMO (Kaiser-Meyer-Olkin Measure of Sampling Adequacy) = 0.733
Bartlett's Test of Sphericity
Approx. Chi-Square
df
223.631
3
Sig.
0.000
Sums of Squared Loadings
81.17%
Source: Authors analysis
EFA with Scale of Citizen Satisfaction
Variable
test shows that the overall variation is in
correlation with each other (Sig = 0.000; KMO
coefficient = 0.907; Eigenvalue coefficient =
5.388; Sums of Squared Loadings = 76.97
percent). The proves that the scale of Citizen
Satisfaction is appropriate for further analysis.
The scale of the dependent variable Citizen
Satisfaction includes three items used in
Exploratory factor analysis. The results show that
all seven items belong to a single element with a
high coefficient value. Moreover, the Bartlett’s
Table 6: Results of EFA of Citizen Satisfaction Variable
Observed variables
Component
1
CS6
CS7
CS2
CS5
CS3
CS1
CS4
0.899
0.896
0.886
0.878
0.869
0.860
0.853
KMO (Kaiser-Meyer-Olkin Measure of Sampling Adequacy) = 0.907
Bartlett's Test of Sphericity
Approx. Chi-Square
df
885.534
21
Sig.
0.000
76.97%
Sums of Squared Loadings
Source: Authors analysis
Reliability Test of Scales with New
Variables
Cronbach Alpha coefficient higher than 0.6. Thus,
all of the variables and scales meet the reliability
requirements for the regression analysis.
Five independent variables that modify by
the results of exploratory factor analysis become
(1) Facilities; (2) Publicity and transparency; (3)
Since the dependent variable Citizen
Satisfaction and the quality of public
administration services variable have no changes
in the composition of the scales, there was no need
to test again for reliability. However, a reliability
test of scale for the five independent variables
performed. All of the new variables have a
Assurance;
Reliability.
(4)
Responsiveness;
(5)
Facilities
Control Variables (gender,
age, education, occupation)
Publicity and
transparency
Quality of public
administration services
Assurance
Responsiveness
Reliability
Citizen Satisfaction
Figure 2: Adjusted study framework and hypotheses
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three dimensions that correlated most strongly
with the quality of public administration services
were “reliability” (r = 0.545), “service attitude” (r
= 0.511), and “facilities” (r = 0.498). In addition,
the quality of public administration services has
correlated with citizen satisfaction (r = 0.484).
4.4. Correlation Analysis
Correlation analyses use to establish the
relationships
among
the
service-quality
dimensions. As is evident from Table 7, there
were positive correlations among the various
dimensions. Correlation analysis showed that the
Table 7: Results of correlation analysis
CS
Q
FAC
PUB
ASS
RES
REL
Pearson
Correlation
Sig. (2-tailed)
CS
1
0.484**
0.483**
0.504**
0.418**
0.535**
0.419**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
N
475
Pearson
Correlation
Sig. (2-tailed)
N
Q
0.484**
1
0.498**
0.416**
0.511**
0.474**
0.545**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
FAC
PUB
ASS
RES
REL
0.483**
0.498**
1
0.333**
0.372**
0.579**
0.630**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
0.504**
0.416**
0.333**
1
0.534**
0.335**
0.399**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
0.418**
0.511**
0.372**
0.534**
1
0.451**
0.516**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
0.535**
0.474**
0.579**
0.335**
0.451**
1
0.474**
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
Pearson
Correlation
Sig. (2-tailed)
N
0.419**
0.545**
0.630**
0.399**
0.516**
0.474**
1
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
0.000
475
475
**. Correlation is significant at the 0.01 level (2-tailed).
Source: Authors Analysis
factors had positive and statistically significant
coefficients with Sig. < 0.05. That shows a
positive relationship between the five factors and
the quality of public administration services. This
result is consistent with the research hypothesis.
At the same time, the regression coefficient of the
reliability factor was highest, reaching β5 = 0.223,
followed by assurance (β3 = 0.213) and facilities
(β1 = 0.159). As a result, reliability is the most
influential factor in the quality of public
administration services. The least impact factor is
the publicity, transparency factor with β2 = 0.113.
So, the regression model of quality of public
administration services is the following:
4.5. The Regression Results
According to hypotheses and the relationship
between the factors in the proposed model,
research will conduct a regression analysis to
identify factors that affect citizen satisfaction.
The authors will analyze 2 regression model
are as follows:
Model 1: Quality of Public Administration
Services (Y1) = β0 + β1 * Facilities + β2 *
Publicity and transparency + β3 * Assurance + β4
* Responsiveness + β5 * Reliability
Model 2: Citizen Satisfaction (Y2) = β0 + β1
* Quality of Public Administration Services.
The first regression model has the quality of
public administration services as the dependent
Quality of Public Administration Services
(Y1) = 0.159 * Facilities + 0.113 * Publicity and
transparency + 0.213 * Assurance + 0.143 *
Responsiveness + 0.223 * Reliability
variable
and
five
factors
(Reliability;
Responsiveness; Assurance; Publicity and
transparency; Facilities) as the independent
variable. Regression results showed that six
64
Chuyên mục: Quản trị - Quản lý - TẠP CHÍ KINH TẾ & QUꢀN TRỊ KINH DOANH SỐ 18 (2021)
Table 8: Results of Regression Analysis of model 1
Unstandardized
Coefficients
Standardized
Coefficients
Beta
Collinearity
Statistics
Model
t
Sig.
B
Std. Error
Tolerance
VIF
(Constant)
0.617
0.148
0.112
0.193
0.131
0.204
0.281
0.089
0.080
0.080
0.079
0.086
2.199
1.675
1.402
2.409
1.649
2.369
0.036
0.000
0.000
0.017
0.000
0.019
FAC
PUB
SA
RES
REL
0.159
0.113
0.213
0.143
0.223
0.498
0.687
0.573
0.597
0.505
2.006
1.456
1.745
1.674
1.980
1
a. Dependent Variable: Q
Source: Authors Analysi
The second regression model has citizen
satisfaction as the dependent variable and quality
of public administration services as the
independent variable. Regression results showed
that the quality of public administration services
factor had positive and statistically significant
coefficients with Sig. < 0.05. That shows a
positive relationship between the quality of public
administration services and citizen satisfaction.
This result is consistent with the research
hypothesis. The regression model of citizen
satisfaction is:
Citizen Satisfaction (Y2) = 0.484 * Quality
of Public Administration Services
Table 9: Results of Regression Analysis between the quality of public
administration services and citizen satisfaction
Unstandardized
Coefficients
Standardized
Coefficients
Collinearity
Statistics
Model
(Constant)
t
Sig.
B
Std. Error
Beta
Tolerance
VIF
1.760
0.447
0.230
0.070
7.639
6.373
0.000
0.000
1
Q
0.484
1.000
1.000
a. Dependent Variable: CS
Source: Authors Analysis
Reliability and assurance are the most
considerable impact on the quality of public
administration services and citizen satisfaction.
This trend requires the operational capacity of
government at all levels and civil servant
knowledge. It plays a vital role in the
administrative reform that Vietnam has just
achieved in enhancing the knowledge quality of
civil servants, especially for the ones working at
the grassroots level. In the market economy,
people pay more attention to the ethical values of
the officials to gradually build up a new public
institution to serve citizens well. More and more
people will be satisfied with public administrative
services when moral principles and standards
have been codified into legal enforcement and
observed strictly by the civil servants.
6. Conclusion
This study develops
a
model and
empirically tests its applicability in service
delivery at a grassroots level. The study has tested
the scales of the public administration service
quality based on the SERVQUAL model and the
scale of the previous studies. There are five
components
when
considering
public
administration services and citizen satisfaction in
Vietnam. To compare with the other studies, the
factors and impact levels on citizen satisfaction
have some differences. Thus, it can say that the
service quality commented on by customers is
different in different fields. Hence, the previous
judgment is correct in saying that the elements of
service quality are changeable due to the market
and research sectors. Public administration
services have their features, so it is necessary to
adjust some scales.
The findings show that the relationship
between citizen perceptions of public
administration service quality and citizen
satisfaction with the service of public
administrative agencies at the People Committee
of Hanoi City. Five factors that affect citizen
satisfaction include reliability, responsiveness,
assurance, publicity and transparency, facilities.
This study provides helpful information for
City People Committees as the foundation for
build policy to advance citizen satisfaction with
the public administration services at the grassroots
level. Although government agencies traditionally
focus on internal measures of performance,
external performance measures from a citizen
perspective employed. The latter approach
generally takes citizen satisfaction surveys or
other relevant survey data measuring government
65
Chuyên mục: Quản trị - Quản lý - TẠP CHÍ KINH TẾ & QUꢀN TRỊ KINH DOANH SỐ 18 (2021)
performance perceived by citizens. Thus, the
results from the surveys at Hanoi City have
practical significance when the country has
initiated administrative procedure reform for a
long time. The OSS model also has been
confirmed as to its effectiveness in delivering
public administrative services to the citizens.
Government officials at all levels may also find
some relevance in this study.
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Thông tin tác giả:
Ngày nhận bài: 04/6/2021
- Đơn vị công tác: Trường Đại học Tài nguyên và Môi trường Hà Nội Ngày nhận bản sửa: 30/7/2021
1. Nguyễn Danh Nam
Ngày duyệt đăng: 30/9/2021
2. Uông Thị Ngọc Lan
- Đơn vị công tác: Trường Đại học Tài nguyên và Môi trường Hà Nội
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