The study on people's satisfaction towards public services of Viet Nam: Evidence of Tra Vinh Provincial center of Public Administrative Services

Abstract

The paper aims to provide some recommendations to improve the operational capacity of the Tra Vinh Provincial Center of Public Administrative Services and to improve the effectiveness and efficiency of management in the State administrative agencies. The study on people's satisfaction towards public services of Tra Vinh Provincial Center of Public Administrative Services was conducted by collecting primary data of 300 people who used public services provided by this Center from September 2018 to November 2018. By using the multivariate regression method, the author found that there were a number of factors affecting people's satisfaction towards public services at the Center, including procedures, service fee, and attitudes of the staff, empathy, staff capacity, and trust. These factors had an impact on people's satisfaction towards public administrative services performed by staff officers from Tra Vinh Provincial Center of Public Administrative Services. Since then, the study has proposed policy implications to improve people's satisfaction on service quality at the Center such as: Develop a flexible charge mechanism of public services; Enhance the sense of responsibility of staff officers; Pay attention to improving administrative procedures; Establish trustworthiness to people; Pay attention to professional improvement; and Build up a friendly and respectful team of staff.