| Summary: | 碩士 === 樹德科技大學 === 經營管理研究所 === 103 === Public sector taking a large proportion of Vietnam total employment and state budget. Public administration reform in Viet Nam, which was embarked on from the 1990s, has aimed to improve the country’s public administration system to make it respond better to the needs for more effective governance when Viet Nam is building its socialist‐oriented market economy. The ultimate objective of the reform process is to build a public administration system that is democratic, clean, strong, professional, modernized, effective and efficient.
Enhancing performance of public administration service is also the important issue that Danang People’s Committee have been paying attention. Performance of public administration service is expressed through customer evaluation on perceived service quality. Hence, this study aims to research influence of service quality on Danang Finance department’s customer satisfaction. The variables used in this study is exceed from Cronin and Taylor (1992) and Marzin et al. (2012) with approach of SERVPERF model. Five independent variables including Tangibles, Reliability, Employees, Procedures, Empathy are expected to have effects on Customer satisfaction.
.The questionnaire was used for data collecting of Danang customers who using Finance department’s public administration services (137 respondents with responsive rate is 91.3%). After factor analysis, the results show that all independent variables have positive effects on Customer satisfaction except ‘Tangibles’ because the regression analysis does not support this hypothesis. The outcomes express that Empathy is the most important element should be concerned by Finance department to enhance customer satisfaction. In addition, the study also supplies some managerial implications to Finance department in continuing stage of reforming process.
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