CAC NHAN TO ANH Hl/dNG DEN SU HAI LONG CUA KHACH HANG DOI VGfl DjCH VU CHI TRA Ll/ONG HUU TAI Bl/U DIEN TP NGA BAYJJNH HAU GIANG BDlVANTR!NH,LeTH!MfHO Cdi tiin hogt Song chi trd litong hifu Id mgt nhihtg did truang Idn cua Bing, Nhd midc nhdm cdi cddi thd tuc hdnh dilnh cong PhifOng tiiScdii trd Ittang huu tbdng qua Bifu dien ta logi hinh didivucdng,mangtinhxdhmcao,layhieuqudxdhdildmmuctiiuhogtSdng.VanSiSdtrald BUu iSin phdi biit xem xet, nhdn dgng vd Sdnh gid cdc nhdn to dnh hifdng Sin si/hdi ldng cda Ididch hdng nhdn li/Ong hiiu tgi Biiu dien, trin cctsd Sd Bdu dien si ndng cao sU hdi ldng cda Ididch bdng svt dung dich vu Digidi quyet vdn de tren, tdc gid thuc hiin nghien cub Xdc nhdn tidnh hi/img Sin su hdi Idng dia khdch hdng Sol vdi djch vu chi trd liOng huu tgi Bitu iTiin (ren iSa TP Ngd Bdy, tinh Hdu Giang" lir khda: Thu tuc banh chlnh cong, TP Ngd Bdy, dich vu, Hgu Olang v y Id hai khdi niem cd q u a n he gan giii vdi Tuy ' I I [ ! I ! I \ ' FACTORS AFFECTING CUSTOMER SATISFACTION WITH n h i i n , vdn cdn nliieu y kien khae iJiau v^ moi quan PENSION PAYMENT SERVICE AT POST OFFICES IN NGA BAY he giiia chat l u p n g dieh v y va s y hai ldng cua khach CITY, HAU GIANG PROVINCE hang Cdc n h a nghien eiiu Parasuraman, Zeithaml, Bui Van Trinh, LeThi My Ho Bitner, Bolton va Drew (1985) img h p quan diem sy Improving pension payment is one of the major policies of the State to reform public administrative procedures The method of pension payment through the post office is a form of public service, highly social, taking social efficiency as the operational objective The problem is that the post office must consider, identify and evaluate the factors affecting the satisfaction of pension customers at the post office, on the basis of which the post office will improve satisfaction of customers using the service To solve the above problem, the author conducted the study "Factors affecting customer satisfaction with the pension payment sermce at the post office in Nga Bay city, Hau Giang province " hdi ldng ddn tdi chat l u g n g djch vy, coi cha't lugng Keywords: Public administrative procedures, Nga Bay dty, service, la mgt khai nien* tdng quat ndi len s y hdi Idng a i a Hau Gang khaeh hdng sir d y n g djch vu Trong dd, chat dich v y n h u Id s y lupng gia td'ng quat dai hgn, s y hai long Id sy d a n h gia chuyin bift qua giao djch N h a nghien ciiu Cronin (1992) k h u y i n cao rirng, ehat l u g n g djch vu la tien td eua s y hai long ciia khach h a n g va dnh h u d n g cd y ngMa d&i k h u y n h h u d n g mua hang Trong dd, nhieu nha nghien eiiu khac cho rang, chat l u p n g djeh v y Id thdnh p h a n d u y nhat tgo nen s y thda mdn a i a khach hang Nhiing nha nghiin ciiu theo t r u d n g phai eho rang, s y thda man eua khach h a n g p h y thupc h o a n todn vdo chat lugng djdi v y d u p c cung ling Zeithaml & Bitner (2000) chp rdng, day Id khdi n i i m p h a n biet Sy thda mdn k h a d i hang l u p n g djch v y chi tap trung vao eae thdnh p h a n cy the eiia djch vy Ngay nhdn bdi: 13/5/2020 Ngdy hodn thiin biin tdp: 21/5/2020 Ngdy duyit Sang: 4/6/2020 Thdng qua lupc khao cae tdi lieu nghien cuu ket h p p thdp lugn vdi chuyen gia vd khdch h a n g nhgn l u o n g h u u tgi b u u dien, cimg vdi ket qua n g h i i n ciiu so bg, tdc gid xay d y n g m d hinh nghien ciiu cac nhan Ca sd ly thuyet va m6 hinh nghien cuTu td a n h h u d n g den s y hai ldng ciia khach h a n g doi vdi djeh v y ehi trd luong h u u tgi b u u dien tren dja bdn Sy hai long ciia khdch h a n g vd chat l u p n g djch TP Nga Bdy, tinh Hgu Giang, bao gdm n h d n to: (1) S y tin egy (TC); (2) S y d a p ling (DU); (3) N d n g lye H I N H I : M d HINH NGHIEN CCfl otXUAT p h y c v y (PV); (4) Khd n a n g tiip cdn (KN); (5) P h u a n g Sy On cjy tiin hiru h i n h (HH) PhUdng phdp nghian cuTu Sir dip ling S\r hai long ciia Ddi t u p n g khdp sat cua n g h i i n ciiu ndy la n h i i n g -H K i n g luc phgc I'D f n g u d i n h g n l u o n g h u u tai b u u d i e n tren dja b a n -1 TP N g a Bay Dii lieu n g h i i n ciiu d u p c k h a o sat tir +H;_.^ \ kh^ch hing nhgn \ Immg him tai Bmi / " " t ! ^ Kha n^ng tiep c i n 230 d d p v i i n , theo p h u c m g p h d p ehpn mdu t h u g n tien Sau t h o n g ke m d td, d a n h gia t h a n g b a n g Phinmg ben hihi hinh Cronbach's Alpha va n h a n to khdm pha, thi hoi quy bpi la p h u o n g p h a p d u g c sir d y n g de p h a n tich eae Hga6n: Tdc gii ii xual, (2020} to c h u a d u g c n g h i i n ciiu n h a n to dnh h u d n g den s y hdi ldng a i a can b g h u u tri Cdc ket qud kie'm d i n h t r i n cho tiiay, m d hinh hoi ddi vdi chat l u g n g djch v y chi trd l u o n g h u u tgi Buu dien tren dja ban TP N g a Bdy, tinh H g u Giang quy la phii hprp va cd y nghia ihong ke vdi he sd beta Ket qui phSn ti'ch chua chuah hda la: Sir hii long = 0,281+0,122»TC + 0,161*DU-I0,269nPV+ 0,188"KN+0,155»HH Phdn tich t u o n g q u a n cac bien n h a n td s y tin eay, sy d a p ling, kha ndng p h y c vy, kha n a n g tiep can Md h i n h hieu chinh g o m n h a n to dupc sap xep va p h u d n g tien hiiu l u n h cho thay, eac b i i n dgc Igp tiieo thii t y miie d p anh h u d n g gidm dan: N d n g lyc cd t u o n g q u a n vdi bien p h y thudc la s y hdi long a i a p h y c vy, khd nang tiip cgn, sy d a p iing, phucmg tien khdch hdng nhgn l u o n g h u u tgi b u u dien va deu cd y hCru hinh va s y tin cay n h a n to tuong iing vdi 25 nghia de d u a vao m d h i n h n g h i i n cim bien q u a n sat co anh h u d n g den sy hai long ciia khach Hdi q u y tuyen tinh Id p h a n tich sir d y n g tiep theo h a n g nhan luong h u u tgi b u u d i i n t r i n dja ban TP va t h u d u p e ket q u a n h u Bang 1, Beta chud'n hda: Nga Bay, Nhiing ket qud nghien eiiu la nen tang |33>p4 >p5 >p2>pi, dd ede n h a n to dnh h u d n g den eho viee de xuat eac h a m y quan tri tai Buu dien TP sy hai long eiia khaeh h a n g nhgn l u o n g h u u tgi b u u N g a Bay dien Ian lup^ m g n h n h a t la n a n g lye p h y c v y (PV)>khd Ket ludn vd ham "^ q u i n tri nang tiep cgn (KN)>Phuong tien hiiu h i n h (HH)>sy d d p ling (DU)>sy tin egy (TC) Ket qua phan tieh cho thay, cd n h a n t d a i J i h u d n g den s y hai long eiia khach hang ddi vdi djch vy chi Bang cho thay, he so xac djnh R^ (R-quare) la 0,528 vd R^ hieu ehinh la 0,518 nghia la m d h i n h tuyen tra l u o n g h i n i tai Buu dien tren dia TP Nga Bay, tinh tinh da xay d y n g phii h p p Cac bien dpc lap trpng m d H a u Giang vd miie d p dnh h u d n g d u p c sap xep theo h i n h d a giai thich d u p c 51,8% (>50%) s u bien thien thii ty giam dan: N a n g luc p h u c vy, khd nang tiep cua bien p h y thudc H a y ndi each khac, cac n h a n to cgn, s u d a p iing, p h u o n g tien hiiu liinh va s y tin egy PV, KN, H H , DU, TC giai thich d u g e 51,8% s y thay Tir ket qua p h a n tieh trin, tac gia de xuat h a m ddi s y hai long eiia khaeh h a n g nhgn luong h u u tai y q u d n trj n h a m n a n g cao s y hai l d n g ciia khach b u u dien, cdn Igi 49,2% d u p c giai thich bdi eae n h a n h a n h n h a n l u o n g h u u tgi b u u d i i n tren dia ban TP, N g a Bay BANG 1: KET QUA PHAN TICH HOI QUY BOI He so hoi quy H£s£h6iquy chua chuin h6a diuan hda Gii tri - Ve ndng liec phuc vu: Buu difn Gia tri 06 phong kilm lljnh Sig 1,337 0,183 1,312 Sai so diuan n i n djnh ky td chiic eac khda boi dai phuong sai(VIF) d u o n g ky ndng n g h i i p v y chuyen mdn, kha nang iing xir giai d a p thdc 0,281 0,211 0,122 0,043 0,149 2,827 0,005 1.429 dp ciia n g u d i ve h u u eho dgi ngii DU 0.161 0,044 0,195 3,688 0,000 1,362 n h a n vien b u u dien; Td chiic cae PV 0,269 0,046 0,321 5,853 ^0,000 KN 0,188 0,047 0,213 3,985 0,000 1,149 0,197 4,007 0,000 'l,312 Hing so HH mac hen quan cac chinh sach va ehe cupc thi ve nghiep vy chuyen mdn, eae van de xa hpi khac, tir dd M eang n a n g eao chat l u p n g djch vu eiia d o n vi tiong viec thye hien chi Ngudn: kit qui phin rkhdOli^ khio sit 230 khicli hing liuiiH (2020) CHI TIEU DANH GIA 0 PHU HOP CUA MO HINH R 0,727 R2 0,528 R2 Qoledi R2 hilu diuan udc thay chinh li/ong llol 0,518 0,36682 0,528 Fthay doi 50,178 Sig.F thay a6\ 0,000 _ Ngudn Ket qui ptidn tich dQMu khio sit 210 ktiictt Mng timi tri, (2020) trd luong hxru cho ngudi huu tri Ddi voi nhirng nhan vien mdi vd nhan viin cii lam cdng tdc tryc tiep ehi tra luong huu, can phai lam cho hp hii'u rd tam quan trpng ciia viec gdp phan an sinh xa hpi, nhiem vy cao cd ma Nha nudc da giao cho nganh Buu dien, de phyc vy ngudi ve huu mot each linh hogt, sang tgo cd hiiu qud khdng ehi don thuan la chi trd luong huu ma nhan vien buu dien cdn gdp phan tang gia trj an sinh xa hgi; Doi mdi phong each, tinh than giao djch, the hien sy van minh, ljch sy ciia nhan vien ddi vdi ngudi hudng luong huu Cae try sd eua Buu dien vdn hda xa thudng xuyen bj ddng ciia cac ngdy khdng cd chi trd, Buu diin tinh can phdi ehi dao cho nhan vien Buu dien van hda xa phdi tryc thudng xuyen tai eac dja die'm de kjp thoi tra ldi nhiing vudng mdc aia khach hang ve cae ehe dp bdo hiem xa hpi, ve quy trinh va cdc thu tyc chi trd, cae ddi tupng hudng can cung cap thdng tin ve djch vy chi trd HguSn:likgiHlf ait, (2020) thugn tien dia diem ehi tid - V? phucmg ti^n hiru hinh: Thye hien cdi tgo ndng cap lai try sd Biru diin vdn hda xd phyc vy cdng tac chi tra dugc tot hon; Bd sung them saeh bdo phyc vy ngudi hudng ngoi chd den lupt ehi tia Can a i tinh lunh thye te ehi tra tgi dii'm chi tra, Buu diin thye hien tiang b j day dii ghe ngoi chd eho ddi tugng hudng tgi don vj; Trang bj day du binh nude uong ndng Ignh tgi diem chi tid phyc vy doi tugng, dam bao ve sinh sgch se tgi diem chi tra -Vi Slf ddp UTig: An toan tien m^t tgi diem ehi tid can dupc dam bdo Theo dd, can quan tam dau tu, trang bj ket sat, thiing dyng tien phyc vy cdng tac - Ve su- tin cdy: Buu dien nen thdng bdo kip thdi, chi tra cho Buu dien huyen, cac diem chi tid ddng doi '0' chinh xac ed sy thay dd'i liin quan van de tra chi tugng, sd tien phai chi ldn trd luong huu nhu ddi ljch chi trd, dja diem chi tra Tai lieu tham khdo: Cac che dp hudng, quy trinh chi trd thudng xuyen cd sy thay ddi theo cdc van ban hudng dan ciia bdo Phgm Tnfdng Siang (2016), Bdnh gid sifhdl long cua ngUdi dang hifdng trg cap bdo hiim xd hdi vdi cdng tdc chi trd gua bifu diin tai tinh Vinh Long, ludn hiem xa hgi, vi vgy Buu dien can egp nhgt kjp thdi nhung thay dd'i nay, to ehiic tap huan cho can bp vdn Viae si, Tnsimg Bgi hpc Trd Vinh; tryc tiep chi trd di' nhiing thay dpi den dugc vdi Nguyen Thi Hd (2014), Nghiin cdu sifhdl ldng cda khdch hdng hifdng lifong ngudi hudng i\hanh nha't Can cii danh sdch chi tra huu tri sddung djch vu chi trd tuang hdu qua tntti diin tgi tinh Tdy Ninh ludn Bao hie'm xd hpi huyen chuyen sang, Buu dien vdn Thge si, Tnfdng Bgi hgc Cdng nghi TP Hd Oil Minh; can chia tien, kie'm dim trudc cho timg ddi tugng Huj^h Thanh Hodng (2013) Cdc gidif^dp ndng cao su hdi tdng dia khddi trudc thye hien chi trd nham dam bdo cdng tae hdng vi dich vu BHXH cua ca quan BHXH TP Hd Chi Minh, ludn vdn Thge si chi trd nhanh va ehinh xac hern Tnfdng Bai hoc Kmh te TP Hd Chi Mmh; - Vi khd ndng tiip can: Can tuyen truyen kjp thdi cae Ahmad R., M vd Ahmad N, G (2015) Investigate the relationdiip betvrtai ehinh sach den ngudi hudng lupng huu thdng qua cdc the quality of insurance semces and satisfachon ofreSrees and pensanmi^ kenh: bao, ti vi, phat dja phuong, can bg tujen the 5adal Security ofKborasan Pazavi, Science Journal (C5J), M 36, No: truySn phii hgp vdi dja hinh va thdi gian cy the Cae Special Issue (2015) 1S5N 1300-1949; die'm ehi tra dgt tgi vj tri phii hgp di Igi aia khach Taylor, S.A (1992), The roles of service quality, consumer satishction, and hdng nhgn luong huu; Bin phdng ehi tra luong value in Quinn's (1992) paradigm of services Journal of Marking: Theory huu phdi ed day du phuong tipn hiiu hinh phyc vy and Practice Vol No fall PP-14-25 tgo sy g'an giii, de tiep cgn, day thgt sy mang y ngMa Thdng tintdc gid nhat cho ngdy hpi ngp va egp nhgt thdng tin lan giiia nhirng ngudi ve huu; Buu diin can nghiin ciiu PGS., TS Bui Van Trinh, Trudng Bai hgc Can Tha md them cdc die'm chi tid mdi tgo cho ngudi hudng Le Thi My Hd, Bdo hiem xd hdi huyin Long My Hdu Giang Email: le^imyho@gmail.com ... thdi, chi tra cho Buu dien huyen, cac diem chi tid ddng doi '0' chinh xac ed sy thay dd'i liin quan van de tra chi tugng, sd tien phai chi ldn trd luong huu nhu ddi ljch chi trd, dja diem chi tra... bdo cdng tae hdng vi dich vu BHXH cua ca quan BHXH TP Hd Chi Minh, ludn vdn Thge si chi trd nhanh va ehinh xac hern Tnfdng Bai hoc Kmh te TP Hd Chi Mmh; - Vi khd ndng tiip can: Can tuyen truyen... n cho tiiay, m d hinh hoi ddi vdi chat l u g n g djch v y chi trd l u o n g h u u tgi Buu dien tren dja ban TP N g a Bdy, tinh H g u Giang quy la phii hprp va cd y nghia ihong ke vdi he sd beta