Abstract
This study developes and tests a model of quality in the field of public administration services. Survey data includes 314 individuals and organizations who have used five types of public service in Dalat city. SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect on people satisfaction. Implications for managers are drawn from the results of this study.
Highlights
SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes
Implications for managers are drawn from the results of this study
THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE AND CITIZEN SATISFACTION – A STUDY IN DALAT CITY
Summary
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