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Abstract
This study developes and tests a model of quality in the field of public administration services. Survey data includes 314 individuals and organizations who have used five types of public service in Dalat city. SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect on people satisfaction. Implications for managers are drawn from the results of this study.
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Article Details
Issue: Vol 14 No 2 (2011)
Page No.: 73-79
Published: Jun 30, 2011
Section: Economics, Law and Management - Research article
DOI: https://doi.org/10.32508/stdj.v14i2.1931
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Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
How to Cite
Cao, H., & Le, H. (2011). THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE AND CITIZEN SATISFACTION – A STUDY IN DALAT CITY. Science and Technology Development Journal, 14(2), 73-79. https://doi.org/https://doi.org/10.32508/stdj.v14i2.1931
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