Factors Affecting Customers' Satisfaction on Public Service Quality at the Social Insurance Agency of Lao Cai Province, Vietnam

Abstract

Applying the servqual model (Parasuraman et al., 1988), in this study, the authors proposed a model to assess customer satisfaction with the quality of public services at the insurance agency in Lao Cai province, Vietnam. The study used a combination of qualitative and quantitative research methods. The research model is tested with the survey data of customers participating in using public services at the social insurance agency of Lao Cai province. The results of the regression anal ysis show that the five factors affecting customer satisfaction with the quality of public services at the social insurance agency are arranged in order of decreasing importance as follows: responsiveness, service capacity, empathy, reliability, and tangible means.