How do the quality dimensions of public administration services affect citizen satisfaction at Chauphu District, Angiang Province?

Abstract

Customers’ satisfaction is a vital goal, influencing the success and sustainability of almost all service organizations. The study’s objectives are two-fold: 1) to examine the service quality provided at the Survive Unit of People’s Committee of Chauphu district, Angiang Province; and 2) to identify the most important service quality dimensions that determine citizen satisfaction. The study adopts a quantitative technique employing a 26-item, seven-point Likert-scaled questionnaire to elicit the perceptions of 172 persons right after receivingservice performance results at the Unit. Analysis wasdone by using exploratory factor analysis (EFA), Cronbach’s Alpha, one-way analysis of variance with the least significantdifference (LSD) test, multiple regression, and standard descriptive statistics. Results indicate that (1) the five dimensions of SERVPERF represent a valid instrument to measure municipal service quality in Chauphu setting; and (2) all five service quality dimensions, namely Assurance, Tangibles, Reliability, Responsiveness and Empathy have significantly strong and positive on citizen satisfaction. Among the fives, Assurance showed to be the most important factor. The findings can be used as a benchmarkingguide for Chau Phudistrict officials to improve the crucial quality attributes and enhance citizen satisfaction.

Keywords

• chất lượng dịch vụ hành chính công, servperf, sự hài lòng, tỉnh an giang