How to Boost People's Satisfaction of The Public Administrative Services’ Quality: Research In Lien Hoa, Lac Thuy, Hoa Binh, Vietnam

Abstract

This article examines people's satisfaction of the quality of public administrative services mainly based on the research in Lien Hoa Commune, Lac Thuy District, HoaBinh Province, Vietnam. Its objective is aimed at finding out the current situation of people's satisfaction of the quality of public administrative services as well as factors affecting the quality of public administrative services. To do so, both quantitative and qualitative analysis methods are used to identify factors affecting the quality of public administrative services. Data includes both primary and secondary data sources. Secondary data are collected through published books, newspapers, reports, and research documents. Primary data are collected through a survey of 150 people at different demographic criteria who were provided with public services in Lien Hoa commune, Lac Thuy district, HoaBinh province via Google Drive tool. With the method of linear regression analysis and exploratory factor analysis (EFA), the authors have pointed out 4 factors that have significant influence on satisfaction of the quality of public administrative services including (1) material facilities; (2) staff competency; (3) administrative procedure; (4) customer trust in the area. Based on the research results, the authors have proposed several solutions to improve the quality of public administrative services in Lien Hoa Commune in particular and the country in general to aim at boosting people's satisfaction.