Land user satisfaction is one of the essential factors reflecting the quality of public administrative services provided by state administrative agencies. The study is based on a survey of 164 people using public administrative services at the Branch in 2018–2020. Đề tài Hoàn thiện công tác quản trị nhân sự tại Công ty TNHH Mộc Khải Tuyên được nghiên cứu nhằm giúp công ty TNHH Mộc Khải Tuyên làm rõ được thực trạng công tác quản trị nhân sự trong công ty như thế nào từ đó đề ra các giải pháp giúp công ty hoàn thiện công tác quản trị nhân sự tốt hơn trong thời gian tới.
z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf Hue University Journal of Science: Agriculture and Rural Development pISSN: 2588-1191; eISSN: 2615-9708 Vol 131, No 3C, 2022, P 13–26, DOI: 10.26459/hueunijard.v131i3C.6702 zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx 5t zy ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 00 vp LAND USER SATISFACTION WITH PUBLIC j7 ep 5u ei hw u5 r2 d9 sy rm rf bt 2p 26 r3 m z lcl l 1ig s7 m k zk ADMINISTRATIVE SERVICES AT LAND REGISTRATION tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d h8 o7 vy nư 4h j1 OFFICE BRANCH IN BINH SON DISTRICT, 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp izh QUANG NGAI PROVINCE tr a u6 lo z4 uo ek 2s sc de s9 yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc ig xq sa dp ws Ho Viet Hoang1*, Le Thao Nguyen2, Tran Thi Phuong1, Nguyen Bich Ngoc1 x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m 1n pe jx og z5 v6 Centre for Climate change study in Central Vietnam, University of Agriculture and Forestry, rn sb lt tw qj t9 31 4b g m 69 x0 q3 q0 lm eh Hue University, 102 Phung Hung St., Hue, Vietnam 8l b8 o ny 0x m 0k fw fq u0 qp 6s q4 University of Law, Hue University, Vo Van Kiet St., An Tay, Hue, Vietnam cb fr zu q l6w h tj3 rv m ds yn 4v hr 1l6 7f 71 v l7ư 8r m 42 56 * Correspondence to Ho Viet Hoang vh 0s x1 9o lc e9 t4 rv v1 bj ư0 27 o8 kp (Received: February 16, 2022; Accepted: May 18, 2022) 36 6b 1d m w cjq 2s 9d if j8h jj qw 4f l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 kq hr 2o o0 Abstract Land user satisfaction is one of the essential factors reflecting the quality of public administrative ưb e 5k xid fa 2e bw x2 qb n7 6s 0q 0g v th 0jq services provided by state administrative agencies The study is based on a survey of 164 people using public uy et ch zq xu f ư2 j ei4 4j4 c2 xs administrative services at the Branch in 2018–2020 Exploratory Factor Analysis and Multivariate Regression 5g p8 dư k gư oi5 rg l 0k i45 8v pw av sa Analysis indicate that six factors affect user satisfaction: Reliability, Responsiveness, Competence of staff, tv i 5k sl7 6y j te ga m zz 5c 1e 1e zg 4h Processes and procedures, Tangibility, and Service Attitude Reliability has the most significant influence, n1 v7 0p t g6 m 22 4a 5h 4q wf hd zv dy nx while Service Attitude is the lowest The study has also proposed several solutions to improve the quality uc d2 i8 jl rg 4w fo c8 8z lf ht kq 5t k1 ư9 ga kg qư sh a0 5c 59 of the land services at the Branch y0 o4 61 0p 44 5r u 7ig h2 rs 94 yc 8d so uj sv jku c ijfy Keywords: Binh Son, Land Registration Office, land services, satisfaction 8l xg zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg fu o 4n jof q5 ư3 s2 sh ưp 3y ky z2 ro f4 9p 71 s k4 jrw vf s1 no 7u 10 dp Introduction fq ex i pa civ ba pq 6y ưz r6 4c j4s 48 dy In the context of developing a socialist-oriented market economy and international integration, re v1 z8 cy tz4 vy 2u ay ko eu e2 d5 ek ds v1 m oy Vietnam needs to further accelerate the reform of state administration The administrative reform b1 1w jb sc ưư 66 gm pj a td 5i3 aa aims at building a strong democratic, transparent administrative system, gradually modernizing 40 0z lv wk 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq it to better serve basic and essential needs and ensuring the rights and basic obligations of the p j1c 47 d5 s4 pd q9 xv f8 gi 72 bv vq 3o people [1] In particular, the renewal of roles and responsibilities of the Government and the state 17 v u2 i3p py zx r xy yli ly vr yr p7 pi os om an r 5x pz m administrative apparatus in the management and organization of public service provision is an fs fh w 4ig 7e cw bs 26 xo 2q 50 4g essential task that needs to be solved [2] Regarding land management in Vietnam, although the rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y u8 ưi hk 0d implementation of the rights of land users has been prescribed by law, these regulations are not uy o5 69 92 bư ln gư 24 wk 95 vư zf hj j5 easily accessible, and the legal documents regulating and guiding implementation are ununiform yz 7h ft kư kg ew ư2 kc nư la w4 yy 8o 6z ưj ao 6iz [3] This makes land users face numerous difficulties in carrying out the procedures when dealing ac cv 6s 8f 2x dm hd f4 76 wy i0 s5 9a with land It is necessary to mention the procedures for declaration and registration at competent dt 86 9v us nr nv eo h io7 uo v2 s9 6o ox id m state agencies, and this is a mandatory requirement for land users when performing transaction m x pr e 8ln 6y w 81 79 da t4 9u in 9ls dg 2f rights related to land [4] The survey results of the Provincial Governance and Public wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Ho Viet Hoang et al ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 Administration Performance Index in Vietnam (PAPI) in 2018 show a negligible improvement in j7 ep 5u ei hw u5 r2 d9 sy rm rf bt r3 m 2p 26 the Public Administration Procedures Index from 2011 to the present [5] z lcl l 1ig s7 m k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d h8 o7 However, implementing public administrative services at the branch of the Land vy nư 4h j1 5ll 74 s5 50 kư re m s xii Registration Office in Binh Son district, Quang Ngai province, has not yet met the requirements w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp izh tr a u6 According to the statistical results of the Binh Son Land Registration Office in 2021, the rate of lo z4 uo ek 2s sc de s9 yh s6 0r rm sr 46 dr fa delay in the application for new issuance of a land-use-right certificate is 3.7%, and the delay rate nj r3 n7 pp g6 o5 3k m cc pc ig xq sa dp ws in the application for registration of land change is 5.6% Besides, administrative procedures at x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m pe 1n the office are still complicated for people, etc [6] This directly affects the people’s work jx og z5 v6 rn sb lt tw qj t9 31 4b g m 69 q3 x0 settlement, reducing people’s trust in the state administrative apparatus Because of the above q0 lm eh 8l b8 o ny 0x m 0k fw fq u0 qp 6s cb q4 reasons, the study of factors affecting people’s satisfaction with the quality of public fr zu q l6w h tj3 rv m ds yn hr 1l6 4v administrative services at the Branch of Land Registration Office in Binh Son District, Quang Ngai 7f 71 42 56 v l7ư 8r m vh 0s x1 9o lc e9 rv t4 Province, serves as a basis for proposing solutions to improve the quality of public administrative v1 bj ư0 27 o8 kp 36 6b 1d m w cjq jj qw 4f 2s 9d if j8h services at the unit is very necessary and has high practical significance l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 kq hr 2o o0 ưb e 5k xid fa 2e bw x2 qb n7 0g v th uy et ch zq xu f ư2 j ei4 4j4 Theoretical basis 0jq 2.1 6s Methods 0q xs c2 5g p8 dư k gư oi5 rg l 0k i45 8v pw sa av tv i 5k sl7 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 0p t g6 m 22 4a 5h 4q wf hd zv Public administrative service on land nx dy uc d2 i8 jl rg 4w fo c8 kq 8z lf ht According to Decree No 43/2011/ND-CP, dated June 13, 2011, on the provision of online 5t k1 ư9 ga kg qư sh a0 5c 59 y0 o4 0p 61 information and public services on websites or web portals of state agencies, Public 44 5r u 7ig h2 rs 94 yc 8d so uj sv c ijfy jku 8l xg administrative service is a not-for-profit service related to law enforcement in the domains zz qd oo 5u tg s ưu ojw xe xe tv 81 ew 05 managed by a state agency providing organizations and individuals with legally valid papers 9a rg fu o 4n jof q5 ư3 s2 sh ưp 3y ky z2 ro fq Each public administrative service is associated with an administrative procedure to completely f4 9p 71 s k4 jrw vf s1 no 7u 10 dp i pa civ ex settle a specific issue related to an organization or a person [7] Thus, it can be understood that ba pq 6y ưz r6 4c j4s 48 dy re v1 cy tz4 z8 public administrative services on land management are activities of State administrative agencies vy 2u ay ko eu e2 d5 ek ds v1 m oy 1w b1 that solve problems related to the rights and obligations of land users according to their jb sc ưư 66 gm pj aa a td 5i3 40 0z lv wk 3e 4c competence At a Land Registration Office, public administrative services include implementing ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd issuance of certificates of land-use rights, registering changes in land, and registering transactions q9 xv f8 gi 72 bv 3o vq 17 v u2 i3p py zx r xy yli ly vr yr p7 pi os om secured by land-use rights [8] an r 5x pz m fs fh w 4ig 7e cw bs 26 xo 2q 50 4g rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y Service quality u8 ưi hk 0d uy o5 69 92 bư ln gư Kotler defined the term ‘service quality’ as a service that a firm can hang on to its customer That 24 wk 95 vư zf j5 hj yz 7h ft kư kg ew ư2 kc nư is, in their opinion, customer retention is the best measure of service quality [9] Gronroos la w4 yy 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 suggested that the quality of service perceived by the customer has two dimensions – technical 76 wy i0 s5 9a dt 86 9v us nr nv eo io7 h or outcome dimension and the process-related dimension [10] Parasuraman, Zeitham, and Berry uo v2 s9 6o ox id m m x pr e 8ln 6y w 81 79 da t4 9u in 9ls 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 14 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Jos.hueuni.edu.vn ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 defined service quality as “the delivery of excellent or superior service relative to customer j7 ep 5u ei hw u5 r2 d9 sy rm rf bt r3 m 2p 26 expectation“ [11] z lcl l 1ig s7 m k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d h8 o7 vy nư 4h Satisfaction j1 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp Each researcher has different views on satisfaction (customers’ satisfaction) For example, izh tr a u6 lo z4 uo ek 2s sc de s9 yh s6 0r rm Bachelet argues that “Customer’s satisfaction is an emotional response of customers, resulting sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc ig xq from their experience with that product or service” [12] Kotler defines satisfaction as sa dp ws x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m 1n pe “Satisfaction is a feeling of satisfaction or disappointment of a person as a result of comparing the jx og z5 v6 rn sb lt tw qj t9 31 4b g m 69 actual received product (or outcome) in relation to their other expectations” [13] Zeithaml & x0 q3 q0 lm eh 8l b8 o ny 0x m 0k fw fq u0 Bitner define: “Customer’s satisfaction is the customer’s evaluation of a product or service in qp 6s cb q4 fr zu q l6w h tj3 rv m ds yn 4v hr 1l6 terms of whether the product or service meets the needs and expectations of the customer or not” 7f 71 42 56 v l7ư 8r m vh 0s 9o x1 [14] According to Kotler and Keller, satisfaction is “The degree to which a person’s sensory state lc e9 t4 rv v1 bj ư0 27 o8 kp 36 6b 1d m cjq w is derived from comparing the perception of a product with his or her expectations” [15] 2s 9d if j8h jj qw 4f l1 sy ls lq ym l w2 m 81 a9 7v ui pn 90 3o Overall, satisfaction is the comparison between actual perceived benefits and expectations kq hr 2o o0 ưb e 5k xid fa 2e bw x2 qb n7 6s 0q If actual benefits are not as expected, customers will be disappointed If the actual benefits meet 0g v th 0jq uy et ch zq xu f ư2 j ei4 4j4 xs c2 the set expectations, the customer will be satisfied; if the actual benefits are higher than the 5g p8 dư k gư oi5 rg l 0k i45 8v pw sa av tv i 5k sl7 customer’s expectations, the phenomenon of higher satisfaction or satisfaction will be created 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 0p t g6 m 22 4a 5h 4q wf hd zv dy nx The relationship between service quality and customer satisfaction uc d2 i8 jl rg 4w fo c8 8z lf ht kq 5t k1 ư9 ga kg qư sh a0 5c 59 y0 o4 According to Sureshchandar et al., strong relationships exist between service quality and 61 0p 44 5r u 7ig h2 rs 94 yc 8d so sv uj customer satisfaction while emphasizing that these two are conceptually distinct constructs from c ijfy jku 8l xg zz qd oo 5u tg s ưu ojw xe xe tv 81 the customers’ point of view Customer satisfaction and service quality are interrelated The 05 ew 9a rg fu o 4n jof q5 ư3 s2 sh 3y ưp higher the service quality, the higher the customer satisfaction [16] As Kotler and Keller state: ky z2 ro fq f4 9p 71 s k4 jrw vf s1 no 7u dp 10 “Satisfaction depends upon product and service quality” There is no doubt that sustainable ex i pa civ ba pq 6y ưz r6 4c j4s 48 dy v1 re competitive advantage lies in delivering high-quality service that will, in turn, result in satisfied z8 cy tz4 vy 2u ay ko eu e2 d5 ek v1 m oy ds customers [15] Hui and Zheng claimed that higher service and management quality increases b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z lv wk customer satisfaction levels, and the effect of service quality is more significant than the effect of 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd q9 xv f8 gi 72 bv management quality [17] 3o vq 17 v u2 i3p py zx r xy yli ly vr yr p7 pi os an r 5x pz m fs fh w 4ig 7e cw Methodology om 2.2 bs 26 xo 2q 50 4g rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y u8 ưi Data collection hk 0d uy o5 69 92 bư ln gư 24 95 wk We collected the primary data through direct interviews with people by using a pre-designed vư zf j5 hj yz 7h ft kư kg ew ư2 kc nư la yy w4 survey form on the content related to people’s satisfaction with the quality of administrative 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 76 wy services in three commune-level administrative units These communes are selected via i0 s5 9a dt 86 9v us nr nv eo h io7 uo v2 s9 6o geographic areas To be more specific, Chau O town is a representative of the district centre; Binh ox id m m x pr e 8ln 6y w 81 79 da t4 9u in 9ls 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 15 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Ho Viet Hoang et al ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 Tri commune represents a coastal area, and Binh Minh commune is a representative for a j7 ep 5u ei hw u5 r2 d9 sy rm rf bt r3 m 2p 26 mountainous area z lcl l 1ig s7 m k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d h8 o7 Sample size According to Tabachnick and Fidell [18], for Multivariable Regression vy nư 4h j1 5ll 74 s5 50 kư re m s xii Analysis, the minimum sample size for the survey is calculated according to the formula w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp izh tr a u6 lo z4 uo ek 2s (1) sc s9 de n = 50 + × m yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc ig xq sa dp ws where n is the number of samples in the survey, and m is the number of independent variables x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m 1n pe jx og z5 v6 rn sb Therefore, the minimum sample size with six independent variables (Reliability, lt tw qj t9 31 4b g m 69 x0 q3 q0 lm eh 8l b8 o ny 0x m Responsiveness, Competence of staff, Processes and procedures, Tangibility, and Service 0k fw fq u0 qp 6s cb q4 fr zu l6w q Attitude) is n = 50 + × = 96 h tj3 rv m ds yn 4v hr 1l6 7f 71 42 56 v l7ư 8r m vh 0s 9o x1 Exploratory Factor Analysis According to Hair et al [19], the minimum sample size is five lc e9 t4 rv v1 bj ư0 27 o8 kp 36 6b 1d m w cjq times the total number of observed variables 2s 9d if j8h jj qw 4f l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 (2) kq hr 2o o0 n=5×m ưb e 5k xid fa 2e bw x2 qb n7 6s 0q 0g v th 0jq uy et zq ch where n is the number of samples to be investigated, and m is the number of observed variables xu f ư2 j ei4 4j4 xs c2 5g p8 dư k gư oi5 rg l 0k i45 8v pw av sa The research has 31 observed variables; therefore, the minimum sample size 155 tv i 5k sl7 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 0p t g6 m 22 5h 4a To satisfy these requirements, the minimum number of samples is 155 to estimate the 4q wf hd zv nx dy uc d2 i8 jl rg 4w fo c8 8z lf ht kq factors affecting people’s satisfaction with the quality of public administration at the Branch of 5t k1 ư9 ga kg qư sh a0 5c 59 y0 o4 61 0p Land Registration Office in Binh Son district However, to increase the reliability of the survey 44 5r u 7ig h2 rs 94 yc 8d so uj sv c ijfy jku 8l xg data and avoid the case that many people not answer or misunderstand the content of the zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew question, we set 10% more (16 questionnaires) After one month, from April 5th to May 5th, 2021, 9a rg fu o 4n jof q5 ư3 s2 sh ưp 3y ky z2 ro fq f4 9p 71 s k4 jrw vf s1 we received 164 valued feedbacks no 7u 10 dp ex i pa civ ba pq 6y ưz r6 4c j4s Sampling We used a simple random sampling method based on the list of people who 48 dy re v1 z8 cy tz4 vy 2u ay ko eu e2 came to conduct transactions at the branch of the Land Registration Office in Binh Son district, d5 ek ds v1 m oy b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z lv wk 4c 3e Quang Ngai, in 2018–2020 ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd q9 xv f8 gi 72 bv 3o vq 17 v u2 i3p Data processing py zx r xy yli ly yr vr The collected data were entered into the SPSS software and sorted by removing duplicate or unrelated values, fixing structure errors, filtering out unexpected exceptions, handling missing data, etc This can help to avoid using incorrect information that leads to wrong conclusions p7 pi os om an r 5x pz m fs fh w 4ig 7e cw bs 26 xo 2q 50 4g rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y u8 ưi hk 0d uy o5 69 92 bư ln gư 24 wk 95 vư zf j5 hj yz 7h ft kư kg ew ư2 kc nư la w4 yy Data analysis 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 76 wy i0 s5 9a dt Reliability of the scale 86 9v us nr nv eo h io7 uo v2 s9 6o ox id We used the 5-level Likert scale and evaluated the reliability of the scale by using Cronbach’s m m x pr e 8ln 6y w 81 79 da t4 in 9ls 9u Alpha coefficient Cronbach’s Alpha coefficient, named after the American educational 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 16 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Jos.hueuni.edu.vn ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 psychologist Lee Joseph Cronbach, represents a statistical test used to check the rigor and j7 ep 5u ei hw u5 r2 d9 sy rm rf bt r3 m 2p 26 correlation between observed variables [20] It is used first to remove inappropriate variables z lcl l 1ig s7 m k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d h8 o7 Conclusion rule: vy nư 4h j1 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c zq y h3 iz8 0.8 ≤ Cronbach’s Alpha ≤ 1: Good scale 4g 8g to ưp izh tr a u6 lo z4 uo ek 2s sc de s9 yh s6 0r rm 0.7 ≤ Cronbach’s Alpha ≤ 0.8: Usable scale sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc ig xq sa dp ws x6 ys 42 0.6 ≤ Cronbach’s Alpha ≤ 0.7: Can be used if the concept being studied is new or new to 1v 3g ajk j4 l 86 tsj nm 3m 1n pe jx og z5 v6 respondents in the research context rn sb lt tw qj t9 31 4b g m 69 x0 q3 q0 lm eh 8l b8 o ny 0x m 0k The item-total correlation coefficient greater than 0.3 shows that the corresponding fw fq u0 qp 6s cb q4 fr zu q l6w rv m h tj3 variables are correlated with the whole scale [20] ds yn 4v hr 1l6 7f 71 42 56 v l7ư 8r m vh 0s x1 9o lc e9 t4 rv Therefore, the criterion for choosing the scale in the study is the Cronbach’s Alpha v1 bj ư0 27 o8 kp 36 6b 1d m w cjq 4f 2s 9d if j8h jj qw coefficient of 0.6 or higher, and the item-total correlation coefficient is greater than 0.3 l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 kq hr 2o o0 ưb e 5k xid fa 2e bw x2 qb n7 6s 0q 0g v th 0jq Exploratory Factor Analysis uy et ch zq f ư2 j ei4 4j4 xu The KMO coefficient (Kaiser-Meyer-Olkin) is an index used to consider the appropriateness of xs c2 5g p8 dư k gư oi5 rg l 0k i45 8v pw av sa Exploratory Factor Analysis (EFA) The value of KMO must reach a value from 0.5 to 1, which is tv i 5k sl7 6y j te ga m zz 5c 1e 1e 4h zg v7 n1 a sufficient condition for factor analysis to be appropriate [20] 0p t g6 m 22 4a 5h 4q wf hd zv nx dy uc d2 i8 jl rg 4w fo c8 8z lf ht kq The Bartlett’s test of sphericity is used to consider if the observed variables in the factor are 5t k1 ư9 ga kg qư sh a0 5c 59 y0 o4 61 0p correlated or not The Bartlett’s test has a statistical significance (Sig Bartlett’s test < 0.05), 44 5r u 7ig h2 rs 94 yc 8d so uj sv c ijfy jku 8l xg showing that observed variables are correlated with each other in the factor [20] zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg o 4n jof fu The eigenvalue represents the variation explained by each factor, and only those with an q5 ư3 s2 sh ưp 3y ky z2 ro fq f4 9p 71 s k4 jrw vf s1 no 7u 10 dp ex i pa civ intinial eigenvalue ≥ are kept in the analytical model ba pq 6y ưz r6 4c j4s 48 dy re v1 Total Variance Explained The percentage variation of the observed variables explained by z8 cy tz4 vy 2u ay ko eu e2 d5 ek m oy ds v1 the factors must be greater than 50% The extracted variance used is Principal Component b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z Analysis with Varimax Rotation to minimize the number of variables with large coefficients at lv wk 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd q9 xv f8 gi the same factor, and the factors are not correlated 72 bv 3o vq 17 v u2 i3p py zx r xy yli ly Factor loading, also known as a factor weight, represents the correlation relationship vr yr p7 pi os om an r 5x pz m fs fh w 4ig 7e cw between the observed variable and the factor The higher the factor loading coefficient, the greater bs 26 xo 2q 50 4g rư ưd a3 31 ze k5 u1 b9 the correlation between that observed variable and the factor [20] In the rotation matrix table, the 2y ur 6c 9y u8 ưi hk 0d uy o5 69 92 bư ln gư 24 wk 95 vư zf j5 hj yz 7h coefficient of the uploaded observations should be greater than 0.5 (50%) ft kư kg ew ư2 kc nư la w4 yy 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 76 wy i0 s5 Multivariate regression analysis 9a dt 86 9v us nr nv eo h io7 v2 uo Based on previous research [2, 21–23], as well as characteristics of public administrative services, s9 6o ox id m m x pr e 8ln 6y w 81 79 da t4 9u in 9ls we built a research model for the factors affecting customers satisfaction on administrative 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 17 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Ho Viet Hoang et al ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 services in Binh Son district, Quang Ngai province, on the SERVQUAL scale The regression j7 ep 5u ei hw u5 r2 d9 sy rm rf bt r3 m 2p 26 model is written in the following form z lcl l 1ig s7 m k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 p m 1d (3) o7 h8 Y = β1 × X1 + β2 × X2 + β3 × X3 + β4 × X4 + β5 × X5 + β6 × X6 + ε vy nư 4h j1 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c y h3 iz8 zq where Y is the customer satisfaction; Xi is independence variables (Reliability, Responsiveness, 4g 8g to ưp izh tr a u6 lo z4 uo ek 2s sc s9 de Competence of staff, Processes and procedures, Tangibility and Service Attitude); βi is the yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc regression coefficient of the dependent variables; ε is the regression error ig xq sa dp ws x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m 1n pe Table Factors affecting people’s satisfaction with the quality of public administrative services jx og z5 v6 rn sb lt tw qj t9 31 4b g m 69 at Binh Son Land Registration Office and its items x0 q3 q0 lm eh 8l b8 o ny 0x m 0k fw fq u0 qp 6s cb q4 fr zu No q l6w Factors and items h tj3 rv m ds yn 4v hr 1l6 Factor ID 7f 71 56 v l7ư 8r m Tangibility Fully equipped application reception and result return area Relatively modern equipment for receiving records and returning results 42 I vh 0s x1 9o lc e9 t4 rv v1 bj ư0 27 o8 kp 1d m 36 6b TAN1 w cjq 2s 9d if j8h jj qw 4f l1 sy ls lq m 81 ym l w2 TAN2 a9 7v ui pn 3o 90 kq hr 2o o0 e 5k xid The area for receiving documents and returning results is logically arranged and scientifically convenient for transactions The department that receives documents and returns results is spacious, airy, and clean ưb fa 2e bw x2 TAN3 qb n7 6s 0q 0g v th 0jq uy et ch zq xu f ư2 j ei4 4j4 xs c2 5g p8 k gư oi5 TAN4 dư rg l 0k i45 8v pw sa av tv i 5k sl7 6y j te ga m zz 5c 1e 1e The sanitary block is clean and hygienic TAN5 The parking area is spacious, comfortable and convenient for travelling II Processes and procedures The requirements for the composition of documents and procedures are reasonable and legal The procedures are transparent and clear, and the processing steps are reasonable The time to process dossiers follows a reasonable listing process 10 The time to return documents is not late compared with the appointment letter 11 The fees for application procedures are appropriate III Service attitude 12 The staff have a polite attitude when receiving dossiers and returning results 13 The staff not discriminate but serve equally for all people 14 The staff have a friendly and enthusiastic attitude when answering people’s questions 15 The staff clearly and thoroughly guide the process of handling documents 16 The staff not have an unpleasant or troublesome attitude when handling documents IV Responsiveness 17 People can easily contact and communicate with the document handling staff RES1 18 The staff try to understand the needs and aspirations of the people RES2 4h zg n1 v7 0p t g6 m 22 4a 5h 4q wf hd zv nx dy uc d2 TAN6 i8 jl rg 4w fo c8 8z lf ht kq 5t k1 ư9 ga kg qư sh a0 5c 59 y0 o4 61 0p 44 5r u 7ig h2 rs 94 yc 8d so uj sv c ijfy jku 8l xg PROC1 zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg jof fu o 4n PROC2 q5 ư3 s2 sh ưp 3y ky z2 ro fq f4 9p s k4 jrw 71 PROC3 vf s1 no 7u 10 dp ex i pa civ ba pq 6y ưz 4c j4s r6 PROC4 48 dy re v1 z8 cy tz4 vy 2u ay ko eu e2 d5 ek ds v1 m oy PROC5 b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z lv wk 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq j1c p ATT1 47 d5 s4 pd q9 xv f8 gi 72 bv 3o vq 17 v u2 i3p py zx ATT2 r xy yli ly vr yr p7 pi os om an r 5x pz m fs fh w 4ig 7e cw bs 26 ATT3 xo 2q 50 4g rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y u8 ưi hk 0d ATT4 uy o5 69 92 bư ln gư 24 wk 95 vư zf j5 hj yz 7h ft kư kg ew ATT5 ư2 kc nư la w4 yy 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 76 wy i0 s5 9a dt 86 9v us nr nv eo h io7 uo v2 s9 6o ox id m m x pr e 8ln 6y w 81 79 da t4 9u in 9ls 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 18 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Jos.hueuni.edu.vn ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 j7 ep 5u ei hw u5 r2 d9 sy rm 19 RES3 People can express their opinions directly to the leader RES4 rf bt The people’s questions are answered enthusiastically and satisfactorily by the staff 2p 26 r3 m s7 m z lcl l 1ig 20 k zk tf de 8b 86 s g6 itd ca 0c r0 e 29 al9 The staff have special attention and guidance for difficult cases RES5 V Reliability 22 The documents are returned to people without errors, omissions, or losses 23 People not have to make several visits to process the application 24 The meeting schedule is public and convenient for transactions VI Competence of staff 25 The staff receiving applications have good communication skills 26 The staff receiving applications have the knowledge and skills to handle the job 27 The staff receiving the application are skilled in professional ability 28 The staff can answer questions and give proper instructions when people need advice p m 1d 21 h8 o7 vy nư 4h j1 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp izh tr a u6 z4 lo REL1 uo ek 2s sc de s9 yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 REL2 3k m cc pc ig xq sa dp ws x6 ys 42 1v 3g ajk REL3 j4 l 86 tsj nm 3m 1n pe jx og z5 v6 rn sb lt tw qj t9 31 4b g m 69 x0 q3 q0 lm eh 8l b8 o ny 0x m 0k COM1 fw fq u0 qp 6s cb q4 fr zu q l6w h tj3 rv m yn ds COM2 4v hr 1l6 7f 71 42 56 v l7ư 8r m vh 0s x1 9o lc e9 COM3 t4 rv v1 bj ư0 27 o8 kp 36 6b 1d m w cjq if j8h jj qw 4f 2s 9d COM4 l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 kq hr 2o o0 ưb e 5k xid fa 2e After running the regression model, we evaluated and verified the parameters of the bw x2 qb n7 6s 0q 0g v th 0jq uy et ch zq xu f ư2 j ei4 4j4 regression analysis To test the fit of the model, we used R2adjusted for the sample data set However, xs c2 5g p8 dư k gư oi5 l 0k i45 rg R2adjusted may not be valid when generalizing, so the F test must be used 8v pw sa av tv i 5k sl7 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 0p t g6 m 22 Besides, it is necessary to check the multicollinearity with the Variance Inflation Factor 4a 5h 4q wf hd zv nx dy uc d2 4w i8 jl rg (VIF) (VIF < 2) for studies using the Likert scale In addition, the independence of errors or the fo c8 8z lf ht kq 5t k1 ư9 ga kg qư a0 sh correlation of the residuals can be tested by using the Durbin Watson test Lastly, the higher the 5c 59 y0 o4 61 0p 44 5r u 7ig h2 rs 94 yc so 8d standardized Beta coefficient of a variable, the stronger the impact of that variable on customer uj sv c ijfy jku 8l xg zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg fu o 4n jof satisfaction q5 ư3 s2 sh ưp 3y ky z2 ro fq f4 9p 71 s k4 jrw vf s1 no 7u ex ba pq 6y ưz r6 4c j4s 48 dy The reliability of the scale i pa 3.1 civ Research results and discussion 10 dp re v1 z8 cy tz4 vy 2u ay ko eu e2 d5 ek ds v1 m oy b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z The reliability of scale in Table shows that the Cronbach’s Alpha coefficient of all factor groups lv wk 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq p j1c is greater than 0.6 Besides, the item-total correlation coefficients of the component variables are 47 d5 s4 pd q9 xv f8 gi 72 bv 3o vq 17 v u2 i3p py zx all greater than 0.3 Thus, the scale with six factors and 28 observed variables ensures good r xy yli ly vr yr p7 pi os om an r 5x pz m fs fh w 4ig 7e cw bs 26 quality xo 2q 50 4g rư ưd a3 31 ze k5 b9 u1 2y ur 6c 9y u8 ưi hk 0d uy o5 69 92 bư ln gư 24 wk 95 vư zf j5 hj yz 7h ft kư kg ew ư2 kc nư la w4 yy 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm hd f4 76 wy i0 s5 9a dt 86 9v us nr nv eo h io7 uo v2 s9 6o ox id m m x pr e 8ln 6y w 81 79 da t4 9u in 9ls 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 19 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx Vol 131, No 3C, 2022 5t zy Ho Viet Hoang et al ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 w lf3 vp 00 Table The results of analysis of scale quality with Cronbach’s Alpha coefficients j7 ep 5u ei hw u5 r2 d9 sy rm rf bt 2p 26 r3 m z lcl l 1ig s7 m Factor k zk tf de 8b Number of variable Cronbach’s Alpha 0.804 0.775 0.803 0.797 0.815 0.832 86 s g6 itd No ca 0c e 29 al9 Tangibility Competence of staff Service Attitude Processes and procedures Responsiveness Reliability r0 p m 1d h8 o7 vy nư 4h j1 5ll 74 s5 50 kư s xii re m w ql 8x bd 7c zq y h3 iz8 4g 8g to ưp izh tr a u6 lo z4 uo ek 2s sc de s9 yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc ig xq sa dp ws x6 ys 42 1v 3g ajk j4 l 86 tsj nm 3m 1n pe jx og z5 v6 rn sb lt tw qj t9 31 4b g m 69 Source: SPSS data processing results x0 q3 q0 lm eh 8l b8 o ny 0x m 0k fw fq u0 qp 6s cb q4 fr zu q l6w Analysis of factors affecting people's satisfaction h tj3 rv m ds yn 4v hr 1l6 7f 71 3.2 42 56 v l7ư 8r m vh 0s x1 9o lc e9 The factor analysis shows that KMO is 0.695, which satisfies 0.5 ≤ KMO ≤ 1, so EFA is suitable for t4 rv v1 bj ư0 27 o8 kp 36 6b 1d m cjq w actual data In addition, Bartlett’s test of sphericity has zero statistical significance; thus, it can be 2s 9d if j8h jj qw 4f l1 sy ls lq ym l w2 m 81 a9 7v concluded that the observed variables are linearly correlated with each other in each factor group ui pn 3o 90 kq hr 2o o0 ưb e 5k xid fa 2e bw x2 qb n7 0q 6s The total value of cumulation is 60.565% (>50%) In addition, the eigenvalues of the factors 0g v th 0jq uy et ch zq xu f ư2 j ei4 4j4 c2 xs are all greater than one, and the sixth factor has the lowest eigenvalue of 1.727 (>1) Besides, the 5g p8 dư k gư oi5 rg l 0k i45 8v pw sa av sl7 tv i 5k factor loading coefficients of all variables are greater than 0.5 Thus, EFA with the factor extraction 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 22 0p t g6 m method and varimax factor rotation acquires six independent variables and 25 observed variables 4a 5h 4q wf hd zv nx dy uc d2 jl rg 4w i8 (after running the analysis EFA four times, three invalid variables, namely ATT4, RES5, and fo c8 8z lf ht kq 5t k1 ư9 ga kg qư sh a0 5c 59 COM1, are removed) affecting people’s satisfaction with the quality of administrative services at y0 o4 61 0p 44 5r u 7ig h2 rs 94 yc 8d so uj sv the Branch of Land Registration Office at Binh Son district c ijfy jku 8l xg zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg Factor has six items, including TAN1, TAN2, TAN3, TAN4, TAN5, and TAN6 These fu o 4n jof q5 ư3 s2 sh ưp 3y ky z2 ro fq f4 9p items are related to people’s perception of Tangibility and are encoded as F1 71 s k4 jrw vf s1 no 7u 10 dp ex i pa civ ba pq 6y ưz 4c j4s r6 Factor has five items, including PROC1, PROC2, PROC3, PROC4, and PROC5 These 48 dy re v1 z8 cy tz4 vy 2u ay ko eu e2 d5 ek items are related to people’s perception of Processes/procedures and are encoded as F2 ds v1 m oy b1 1w jb sc ưư 66 gm pj aa a td 5i3 40 0z wk lv Factor has four items, including ATT1, ATT2, ATT3, and ATT5 These items are related 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd q9 xv f8 gi 72 bv to people’s perception of Service Attitude and are encoded as F3 3o vq 17 v u2 i3p py zx r xy yli ly vr yr Factor has four items, including RES1, RES2, RES3, and RES4 These items are related to p7 pi os om an r 5x pz m fs fh w 4ig 7e cw bs 26 xo 2q 50 4g rư ưd a3 31 people’s perception of Responsiveness and are encoded as F4 ze k5 b9 u1 2y ur 6c 9y u8 ưi hk 0d Factor has three items, including REL1, REL2, and REL3 These items are related to uy o5 69 92 bư ln gư 24 wk 95 vư zf j5 hj yz 7h ft kư kg ew ư2 kc nư la people’s perception of Reliability and are encoded as F5 w4 yy 8o 6z ưj ao 6iz ac cv 6s 8f 2x dm Factor has three items, including COM2, COM3, and COM4 These items are related to hd f4 76 wy i0 s5 9a dt 86 9v us nr nv eo h io7 uo v2 s9 6o ox id m people’s perception of the Competence of staff and are encoded as F6 m x pr e 8ln 6y w 81 79 da t4 9u in 9ls 2f dg wf qg 3s oq y3 pq 7g p6 7w zs py 9ư eư j o8 ts2 4z t8 5j ns dg p5 ct zs qc o2 3i 7v yu tư ox vc 20 ư2 ưc 2m bn 52 cs zd ri7 56 l8 6t 8w jf 26 rv ưz r5 b 7c m dd as ga q9 jk a zz j yto 6js 8j e9 df 38 da v7 m 66 x 82 bl 5ư eh cr z0 ưj 5d z3 s0 lx 6g ft 8ư cc p5 6u gq s 9r l0c u m eu d2 x 3n i05 i8 ưj z0 6d z5 di z1 fsj qr wq e3 17 3m o1 z8 m ưf zo ưy lq 1o 4c or 00 7x ư6 ky k0 j 8n u6 m 9v ư3 89 vfu lg e3 ye qb 9d m af cd ul xy cx 5t zy ps iu nb up wz ux j7u b2 v t7 v9 sy lyh p 4ip 7s ưy 7c 51 yn vo a oư m wz d5 cq q2 vp 00 j7 ep 5u ei hw u5 r2 d9 Table KMO, Bartlett’s test, eigenvalues and cumulative variance w lf3 sy rm rf bt 2p 26 r3 m 86 ca 0c e 29 al9 5ll 74 s5 50 kư re m ql bd 7c zq y h3 iz8 4g 8g to ưp izh a u6 SigBartlett’s Test of Sphericity lo z4 uo ek 2s sc de s9 yh s6 0r rm sr 46 dr fa nj r3 n7 pp g6 o5 3k m cc pc Cumulative (Total Variance Explained) (%) ig xq sa dp ws x6 ys 42 1v 3g ajk j4 tsj nm 3m 1n pe jx og Source: SPSS data processing results l 86 z5 v6 rn sb lt tw qj t9 31 4b x0 q3 q0 lm eh 8l b8 o ny 0x m Table Factor analysis g m 69 0k fw fq u0 qp 6s cb q4 fr zu q l6w h tj3 rv m ds yn 4v hr 1l6 7f 42 56 v l7ư 8r m vh 0s F3 71 x1 9o lc e9 t4 rv v1 bj ư0 27 o8 kp 36 6b 1d m w cjq 2s 9d if j8h jj qw 4f l1 sy ls lq ym l w2 m 81 a9 7v ui pn 3o 90 kq hr 2o o0 ưb e 5k xid fa 2e bw x2 qb n7 6s 0q 0g v th 0jq uy et ch zq xu f ư2 j ei4 4j4 xs c2 5g p8 dư k gư oi5 rg l 0k i45 8v pw sa av tv i 5k sl7 6y j te ga m zz 5c 1e 1e 4h zg n1 v7 0p t g6 m 22 4a 5h 4q wf hd zv nx dy uc d2 i8 jl rg 4w fo c8 8z lf ht kq 5t k1 ư9 ga kg qư sh a0 5c 59 0.665 0.787 0.811 0.701 0.718 y0 o4 61 0p 44 5r u 7ig h2 rs 94 yc 8d so uj sv c ijfy jku 8l xg zz qd oo 5u tg s ưu ojw xe xe tv 81 05 ew 9a rg fu o 4n jof q5 ư3 s2 sh ưp 3y ky z2 0.790 0.655 0.780 0.836 ro fq f4 9p 71 s k4 jrw vf s1 no 7u 10 dp ex i pa civ ba pq 6y ưz r6 4c j4s 48 dy re v1 z8 cy tz4 vy 2u ay ko eu e2 d5 ek ds v1 m oy b1 1w 0.691 0.786 0.788 0.725 F6 F5 Factor F4 Items F2 F1 0.656 0.741 0.712 0.713 0.677 0.744 jb sc ưư 66 gm pj aa a td 5i3 40 0z lv wk 4c 3e ư5 e3 hư hn 3f 9w 79 3p hq p j1c 47 d5 s4 pd q9 xv f8 gi 0.863 0.847 0.858 72 bv 3o vq 17 v u2 i3p py zx r xy yli ly vr yr p7 pi os om an r 5x pz m fs fh w 4ig 7e cw bs 26 xo 2q 50 4g rư ưd 0.837 0.820 0.766 TAN1 TAN2 TAN3 TAN4 TAN5 TAN6 PROC1 PROC2 PROC3 PROC4 PROC5 ATT1 ATT2 ATT3 ATT5 RES1 RES2 RES3 RES4 REL1 REL2 REL3 COM2 COM3 COM4 tr Qualified 8x >50 w 60.565 s xii Qualified j1 >1 4h 1.727 vy nư Qualified h8