IMPACT OF PUBLIC SERVICE QUALITY ON CITIZEN SATISFACTION AND TRUST WITH STATE ADMINISTRATIVE AGENCIES – AN EMPIRICAL INVESTIGATION IN HANOI

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.