Abstract
The study aims to analyze the impact of public service quality on citizen satisfaction and trust with State administrative agencies in Hanoi using quantitative methods. From data provided by 475 citizens using public services of State administrative agencies in Hanoi, the structural equation model (SEM) was applied to evaluate the impact of public service quality on citizen satisfaction and trust. The results show a positive relationship between public service quality with citizen satisfaction and trust. The excellent public service quality will increase citizen trust with State administrative agencies. The result of the study suggests some significant implications for State administration agencies to increase citizen satisfaction and trust.
Keywords: Public service quality, satisfaction, State administrative agencies, trust.
JEL classification: J88.
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, 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
