CITIZENS' SATISFACTION WITH THE SERVICE QUALITY OF KHMER CIVIL SERVANTS IN THE MEKONG DELTA, VIETNAM

Abstract

Civil servants are part of the human resources of the public sector. The contingent of civil servants is an essential component of human social resources whose contributions always play a significant role in the overall socio-economic development achievements of the country and the locality. In this study, the research paradigm “citizen satisfaction with the service quality of Khmer civil servants” was used and converted with “the SERVPERF model.” Research data were collected from survey results by questionnaires from 596 citizens in the Mekong Delta, Vietnam. SPSS 20 and AMOS 24 software are used to analyze and evaluate the scale. The results of the research structure show that there are six factors affecting citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam, including competency, professional qualifications, profession, sense of responsibility and coordination in performing tasks, ethical qualities, working style; sense of organization and discipline; citizen service attitude; progress and results of task performance. From the research findings, the discussion proposes implications for public policy management to improve citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam.