Determinants of Citizens Satisfaction to the Quality of Public Administrative Services: A Case Study of One-stop-shop Model at District Level in Vietnam

Abstract

The objective of this study is to study exploring factors that affect the level of citizens satisfaction toward the quality of public administrative services under One Stop shop model in two District Peoples Committees (DPC) in Thai Nguyen Province, Vietnam. By looking at many reference model studies and other research results about determinants of level of citizens satisfaction from both domestic researchers in the country and other foreign researchers, the study has identified the three factors that affect people's satisfaction with quality of public administration services, which are Accessibility, Administrative Procedures and Staffs Capacity. The three factors are analyzed between two different regions in the province, and among three different services. DPCs of two different regions are Thai Nguyen and Pho Yen. The three different services studied in the research are Issuing ID card, Certificate of Land-use right and Business Registration. The study is a quantitative analysis. Using a survey data from Department of Home Affairs of Thai Nguyen, with the support of SPSS 16.0 software for running multiple linear regression model, a sample of 442 respondents collected at two sub-district levels of the province are divided into three groups for deeper analysis and comparison. Hence, some findings have been found. Among three factors proposed in the research model, factor Staffs Capacity is found to have the most impact on the satisfaction level of the citizen in most of regions and services, which again emphasizes the role of human capacity in handling and bringing the quality of service. Following is Administrative Procedures, this factor also influences significantly on the satisfaction level of citizens in both districts and in Certificate of Land-use right service. Accessibility, however, is proved to be not a significant determinant of the satisfaction level. The reason can be explained by looking at the sources people in the province usually access to get the information of services, people consistently do not care about how convenient or easy of the services accessibility, going to the administrative office or asking others has become a habit of the citizen for years The differences of relative influence of each factor on satisfaction level are explained based on the characteristic of each region and of each service. Hence, it can be said that the component of determinants of citizen satisfaction level are different depending on the service implementation in each location and in each type of services. At the end, the research proposes some policy implications to improve the quality and better deliver the services to citizens. To be specific, a more effective allocation of human resources along with training and retraining programs for the civil servants are two main recommendations made to increase the efficiency of staffs capacity. For administrative procedures, simplifying and removing unnecessary procedures is suggested to make it easier and clearer for the citizens to follow and understand, and more effective for the administrative agencies to deal with while resolving citizens requests.