Evaluating Satisfaction of Citizens on Quality of Public Administration Services in the Central Highlands of Vietnam

摘要

In order to assess the satisfaction of the citizen on the quality of public administrative services in the Central Highlands, research interviewed a randomized direct of 2000 citizens in 2017. Using SPSS to analyze EFA and regression, the results of the study have identified six groups of factors that affect the satisfaction of citizens is reliability; procedures; cost and time; employers, civil servants and officials; facilities and care, supporting. All factors have a positive impact on people's satisfaction, especially procedures; supporting; cost and time are the most significant factors. Therefore, research has recommended some solutions to improve people's satisfaction, such as completing the process; improve the quality of cadres, civil servants and officials; promote care and support the people.