26. Assessing the level of satisfaction of land users with public administrative procedures related to land at the branch of Gia Vien land registration office, Ninh Binh province

Abstract

The study was conducted to assess the satisfaction level of land users regarding public administrative procedures on land affairs at the Gia Viễn district branch of the Land Registration Office, Ninh Bình province. A sociological survey method was employed to collect data from 100 households and individuals who had carried out land-related administrative procedures at the branch. The assessment framework consisted of five groups of criteria with a total of twenty-one indicators reflecting different aspects of public administrative service delivery in the land sector. The research findings indicate that the average scores of the five criteria groups ranged from 3,67 to 4,10, demonstrating a relatively high level of satisfaction among land users with respect to the accessibility of procedures, implementation process, staff competence and attitude, service fees and charges, as well as feedback mechanisms. Among the twenty-one indicators, two indicators achieved an average score ranged from 4,21 to 4,31, reflecting very high satisfaction, particularly concerning the availability of multiple feedback channels (such as hotlines, suggestion boxes, websites, and digital applications). In addition, thirteen indicators were rated satisfactory, with average scores ranging from 3,79 to 4,19, while six indicators received average ratings (from 3,31 to 3,38), indicating moderate satisfaction levels. These results suggest that certain aspects still require improvement in order to enhance the overall quality and efficiency of public administrative services in the field of land management at the local level.