Citizens’ satisfaction towards the service quality of one-stop-shop procedures in Can Tho city

Abstract

This study aims at identifying the factors affecting the level of citizens’ satisfaction towards the service quality of the one-stop-shop procedures in Can Tho City. Cronbach’s Alpha test, Exploratory Factor Analysis (EFA) and Linear Regression analysis were used in the study. Research data was collected from 278 people, who have been using administrative services under the one-stop-shop procedures in Can Tho City. Research results showed that three factors that affect the level of citizens’ satisfaction towards the service quality of the one-stop-shop procedures including the process and service capacity, the time, the feedback and the tangible means. In particular, the time factor and the feedback have the most powerful impact on citizen’s satisfaction towards the service quality of the one-stop-shop procedures.

Keywords

• sự hài lòng
• người dân
• cơ chế một cửa liên thông