Evaluation of Customer’s Satisfaction with Public Adminstrtive Services in Vietnam

• Main Authors: Quan Thuy Va, 管翠雲
• Other Authors: Chuang, Jen-Hui
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/r33czg

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 107 === By quantitative analysis, the author has developed a model of factors affecting customer’s satisfaction with public administrative services. administrative services at Vietnam. The survey time is the data collection of authoring from 3/2018 to 6/2018 with customer who used to public administrative services. By referring to the servqual of Parasuraman and Nguyen (2017), there are factors that directly influence customer’s satisfaction with public administrative services: (1) Tangibility; (2) assurance; (3) empathy; (4) reliability; (5) Responsiveness; (6) Emotional value Through the regression model, the results show that the factor has the positive effect on customer’s satisfaction with public administrative services. However, the Assurance has not effect on customer’s satisfaction with public administrative services.