Abstract
This study is aimed to determine the factors that affect the level ofcitizens’satisfaction on the quality of public services at the peope’s committee of Hoang Van Thu ward, Thai Nguyen city. The Cronbach’sAlphatest,exploratoryfactor analysis (EFA) and multiple-variable linear regression analysis were used in the study. Research datawere collected from 200 people who usedpublic services. The research results show that four factors affect the level of citizens’ satisfaction, including: administrative procedures, people, trust and facilities. In particular, the factor administrative procedures has the most impact on citizens’satisfaction.
Keywords: Service quality, public administration, the people, satisfaction.
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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
