Study on People’s Satisfaction With the Quality of Public Administrative Services at the People’s Committee of Tuy Phong District, Binh Thuan Province

Abstract

The study aims to identify factors affecting people’s satisfaction with the quality of public administrative services at the People’s Committee of Tuy Phong district, Binh Thuan province. Survey data was collected by interviewing 287 people who needed to use public administrative services in Tuy Phong district. Research results show that there are six factors affecting people’s satisfaction, with the level of impact in order from strongest to lowest as follows: (1) Staff capacity (Beta = 0.285); (2) Service attitude (Beta = 0.161); (3) Monitoring and commenting mechanism (Beta = 0.160); (4) Reliability (Beta = 0.148); (5) Facilities (Beta = 0.133); and (6) Procedures (Beta = 0.125). Based on the results, the authors propose a number of implications appropriate to the characteristics of the locality for the leaders of the People’s Committee of Tuy Phong district to research solutions to improve the quality of public administrative services in the district.