NATIONAL ECONOMIC UNIVERSITY BUSINESS SCHOOL BUSINESS SCHOOL BUSINESS REGISTRATION SERVICE QUALITY AT THE DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI Bachelor of Business Administration in English[.]
NATIONAL ECONOMIC UNIVERSITY BUSINESS SCHOOL BUSINESS SCHOOL BUSINESS REGISTRATION SERVICE QUALITY AT THE DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI Bachelor of Business Administration in English (E-BBA) Thesis Student: Pham Thuy Duong Class: EBBA4A Supervisor: PHAM SY LONG, MBA HANOI, 2016 ACKNOWLEDGEMENT Firstly, I would like to express my sincere gratitude to my supervisor, Mr.Pham Sy Long for the mentoring and continuous support of my thesis, for his patience, motivation, and immense knowledge His guidance helped me in all the time of research and writing of this thesis I could not have imagined having a better advisor and mentor for my thesis study Meanwhile, I also would like to express my deepest gratitude to all faculties, professors and coordinators of the NEU Business School The four-year studying at NEU helped me to acquire all necessary insights and skills to accomplish the thesis. My sincere thank also goes to Mrs.Pham Thi Kim Tuyen, the Director of the Business registration Department, who provided me an opportunity to intern at the DPI in Hanoi, and who gave access to the research facilities Without her precious support, it would not be possible to conduct this research Afterwards, I would like to give my regard to my friends of EBBA, especially Nguyen Phuong Linh, Vu Dai Trang and Le My Khanh Huyen for helping me a lot in this study They have contributed their knowledge and efforts to provide me data and information to finish the thesis Special thanks to them for standing by my side ups and downs Last but not least, I would like to thank my family: my parents and my younger sister for supporting me spiritually throughout writing this thesis within the limited time frame and my life in general The thesis would not be completed without all of these supports Pham Thuy Duong, Hanoi, January 2016 TABLE OF CONTENT ACKNOWLEDGEMENT LIST OF TABLES LIST OF FIGURES ABBREVIATION .7 EXECUTIVE SUMMARY CHAPTER 1: INTRODUCTION 10 1.1 Rationale .10 1.2 Research Objectives 12 1.3 Research Question 12 1.4 Research Methodology 12 1.4.1 Research method 12 1.4.2 Data analysis 13 1.4.3 Data collection 13 1.4.4 Research Process 16 1.5 Research Scope .16 1.6 Research Structure 17 CHAPTER 2: THEORETICAL BACKGROUND OF BUSINESS REGISTRATION SERVICE AND SERVICE QUALITY 18 2.1 Basic concept 18 2.1.1 Definitions of Service .18 2.1.2 Definitions of Service Quality 19 2.2 Business Registration Service .20 2.2.1 Definition of Business registration Service 20 2.2.2 Characteristics of Business Registration Service 22 2.3 Model for measuring service quality 23 2.3.1 Customer satisfaction (Zeithaml, 2006) 23 2.3.2 SERVQUAL Model (Parasuraman et al, 1985) .25 2.3.3 SERVPERF Model (Cronin and Taylor, 1992) 30 2.3.4 Model used in thesis .30 2.4 Factors affecting Business Registration Quality 31 2.4.1 External factors .31 2.4.2 Internal factors 33 CHAPTER 3: FINDINGS ON BUSINESS REGISTRATION SERVICE QUALITY AT THE DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI 34 3.1 OVERVIEW OF DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI 34 3.1.1 General information .34 3.1.2 Office of Planning and Investment in Hanoi 34 3.2 Dimensions and Attributes to measure business registration service quality at the Development of Planning and Investment in Hanoi .45 3.3 Evaluation of business registration service quality in DPI 47 3.3.1 Respondent profile 47 3.3.2 Five-service-quality-dimension evaluation 48 3.4 Summary of gaps between enterprises’ perception and expectation towards business registration service quality at the DPI in Hanoi 70 3.5 Causes of gaps found between enterprises’ perceptions and expectations 71 3.5.1 The organizational structure of the business registration department is not really reasonable: .71 3.5.2 Capacity and qualification of staffs and civil servants is uneven 72 3.5.3 System of legal documents specialized business registration overlap and is lack of clarity .73 3.5.4 Online information system to register is still developing and not complete 73 CHAPTER 4: SOLUTION FOR IMPROVING BUSINESS REGISTRATION SERVICE QUALITY AT THE DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI .74 4.1 Orientation to develop business registration service quality of the DPI in Hanoi 74 4.2 Solutions to improve business registration service at the DPI in Hanoi .74 4.2.1 Improving infrastructure and facilities 74 4.2.2 Solutions for the organizational structure of business registration agency 75 4.2.3 Workforce development 75 CONCLUSION 77 LIST OF REFERENCES 78 APPENDICES 79 APPENDIX – SURVEY QUESTIONNAIRES 79 APPENDIX – QUESTIONS FOR IN-DEPTH INTERVIEW 83 LIST OF TABLES Table 1-1: The Number Of Enterprises From 2012-2014 11 Table 2-1 Dimensions and attributes to measure service quality 26 Table 3-1: Table Of Attributes 46 Table 3-2 Mean score of reliability dimension 49 Table 3-3: Mean score of responsiveness dimension 54 Table 3-4: Mean score of empathy dimension 58 Table 3-5: Mean score of assurance dimension 62 Table 3-6: Mean score of tangibles dimension 66 Table 3-7: Overall assessment of business registration service at the DPI in Hanoi 70 List of Figures Figure 1-1: The Process Of Conducting Survey 16 Figure 2-1: Customer Satisfaction – Zeithaml (2006) 24 Figure 2-2: Servqual Model To Assess Service Quality 27 Figure 3-1 Organizational structure of the department of planning and investment in hanoi 35 Figure 3-2 Inter-settlement process of business established registration dossiers within working days 42 Figure 3-3 Inter-settlement process of business edited registration dossiers 43 Figure 3-4 Author’s propose model 45 Figure 3-5: Gap (P-E) Of Reliability Dimension 53 Figure 3-6: Gap (P-E) Of Responsiveness Dimension 57 Figure 3-7: Gap (P-E) Of Empathy Dimension 61 Figure 3-8: Gap (P-E) Of Assurance Dimension 65 Figure 3-9: Gap (P-E) Of Tangibles Dimension 69 Figure 3-10: Overall service quality dimensions 71 ABBREVIATION DPI: Department of Planning and Investment LGUs: Local government units OSS: One-stop system ODA: Official development assistance EXECUTIVE SUMMARY Nowadays, it cannot be denied that enterprises have played a very important role in the development of economy in the city Every enterprise has to take in business registration in order to establish and operate a business As a result, the Committee of the city in general, the Department of Planning and Investment in Hanoi in particular, pay special attention to the business registration service quality and narrow the gap between expectation and perception of enterprises about that service Objectives: To identify the dimensions to evaluate the service quality of the DPI in Hanoi To analyze the current business registration service quality situation at the DPI in Hanoi to find out the causes and gap between enterprises’ perception and expectation To suggest recommendations to enhance the quality of business registration service at the DPI in Hanoi The research’s second data gathered from a variety of sources namely organizational reports, academic studies, authorized books, newspaper articles which related to service quality and business permit registration Besides, information from the Department of Planning and Investment in Hanoi’s official website and other related researches is also used and covered with sources at the end of this research Primary data is obtained through two ways included questionnaire survey and in-depth interview The research has analyzed five dimensions of customer service based on the SERVQUAL model of Parasuman: Reliability, Responsiveness, Empathy, Assurance and Tangibles After analyzing the data, the author’s survey has found out the gaps between enterprises’ perception and expectation After interviewing five people in the business registration department, the author can identify the reasons for those gaps and some recommendations to improve the business registration service quality at the DPI in Hanoi Among five dimensions, after surveying, Tangibles is the best dimension with the lowest gap (-1.23) and Empathy is the worst dimension with the highest gap (-2.05) Overall, business registration service quality at the DPI in Hanoi was evaluated at 2.85 in term of perception while the expectation of the service was hoped at 4.57 After findings about current situation about business registration service quality at the DPI in Hanoi, the author found out some causes leading to the gaps between enterprises’ perceptions and expectations, namely: The organizational structure of the business registration department is not really reasonable; Capacity and qualification of staffs and civil servants is uneven; System of legal documents specialized business registration overlap and is lack of clarity; Online information system to register is still developing and not complete Therefore, the DPI in Hanoi should improve the business service quality and narrow the gap to bring satisfaction for enterprises in the city ... quality at the Department of Planning and Investment in Hanoi To analyze the current situation of service quality at the Department of Planning and Investment in Hanoi; find out and narrow the. .. the components of service quality for business registration at the Department of Planning and Investment in Hanoi to evaluate customer satisfaction The theme: ? ?Business registration service quality. .. IMPROVING BUSINESS REGISTRATION SERVICE QUALITY AT THE DEPARTMENT OF PLANNING AND INVESTMENT IN HANOI .74 4.1 Orientation to develop business registration service quality of the DPI in Hanoi