MEASURING CITIZEN CREDIBILITY IN THE SERVICE OF STATE ADMINISTRATIVE AGENCIES – A CASE STUDY OF THE SOUTH CENTRAL COAST

Tóm tắt

Customer satisfaction is a crucial goal, influencing the success and sustainability of almost all service organizations. The study aims to measure citizen satisfaction and credibility with the services of state administrative agencies through a case study in the South Central Coast region. The article uses quantitative research methods to collect data from 456 citizens through a survey questionnaire with 38 observation variables and a 5-level Likert scale to assess citizens’ feelings about the services of State administrative agencies in the South Central Coastal region. This study used reliability, exploratory, confirm factor analysis, and structure equation modeling to test the hypotheses. The structure equation modeling analysis shows that citizen satisfaction is directly and positively affected by the quality of public administrative services and perceived value. Citizens’ credibility is positively affected by satisfaction. These findings suggest some implications for state administrative agencies in the South Central Coast region to improve citizen satisfaction and credibility in coming time.