Verification of Criteria for Assessing Citizens' Satisfaction Issued by the Ministry of Home Affairs at a One-stop Office in the Industry and Trade Department of Binh Duong Province, Vietnam

Abstract

The study includes two research objectives: (1) identify and measure the factors affecting people's satisfaction; and (2) assess the importance of factors affecting people's satisfaction, thereby proposing suggestions to improve the set of criteria that are designed to assess people's satisfaction issued by the Ministry of Home Affairs of Vietnam. The essay employs a quantitative analytic approach to find elements impacting people's contentment. The survey sample was randomly selected from 350 individuals who had transactions at the one-stop shop of the Department of Industry and Trade of Binh Duong Province, Vietnam. The paper performs data processing using SPSS 20.0 software to examine the reliability of the scale using Cronbach's alpha coefficient, exploratory component analysis (EFA), correlation analysis, regression, and model testing theory. The findings showed that there are only 4 factors (with statistical significance) affecting people's satisfaction, including approachability (coefficient 0.316), administrative procedures (coefficient 0.384), civil servants (coefficient 0.529), and receiving and solving complaints and feedback (coefficient 0.145). The Ministry of Home Affairs should modify the criteria for assessing citizens' satisfaction with less focus on the results of public administrative service provision as this factor has no correlation with citizens' satisfaction.