VNU Journal of Science Education Research, Vol 32, No 5E (2016) 90 101 90 Factors Influencing Citizens’ Satisfaction with Public Administrative Services at the Grassroots Level Case Study of Tay Ho District Nguyen Phuong Mai1,*, Hoang Van Hao2, Nguyen Van Duy3 1 VNU University of Economics and Business, 144 Xuan Thuy Str , Cau Giay Dist , Hanoi, Vietnam 2 Institute of Training Research on Administration and Organizations, Nguyen Chi Thanh Str , Dong Da Dist , Hanoi, Vietnam 3 Ha Tay Community Co[.]