EVALUATING THE CITIZEN SATISFACTION WITH THE QUALITY OF PUBLIC ADMINISTRATION SERVICES IN THE HANOI CAPITAL

Tác giả: Nguyễn Danh Nam, Uông Thị Ngọc Lan; Số trang: 11

Abstract
Citizen satisfaction is the essential factor to evaluate public administration services quality provided by State administrative agencies. The study aims to identify the factors affecting citizen satisfaction with the quality of public administration services in the Hanoi capital. The study surveyed 475 citizens who are using public administration services at State administrative agencies. The results of regression analysis identified five factors: (i) facilities; (ii) publicity and transparency; (iii) assurance; (iv) responsiveness; (v) reliability affecting citizen satisfaction with the quality of public administration services in the Hanoi capital. Based on the research results, the study proposes solutions to improve public administration services quality in the Hanoi capital.
Keywords: public administration services, satisfaction, citizen, Hanoi.
JEL classification: M38, O2.

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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 506, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373