Citizens satisfaction with public administrative servicesat the ward peoples committees of tay ho district

CITIZENS' SATISFACTION WITH PUBLIC ADMINISTRATIVE SERVICES AT THE WARD PEOPLE’S COMMITTEES OF TAY HO DISTRICT A DISSERTATION PAPER Presented to the Faculty of the Graduate Program of the College of Arts and Sciences Central Philippine University, Philippines In Collaboration with Thai Nguyen University, Vietnam In Partial Fulfillment Of the Requirements for the Degree DOCTOR OF MANAGEMENT HOANG VAN HAO MARCH 2017 i ACKNOWLEDGMENTS It is hard to imagine how this dissertation could have been completed without the encouragement and support from researcher’s academic supervisor, family and friends Firstly, he would like to thank his academic supervisor, Dr Reynaldo Nene Dusaran He was greatly honored to receive his guide, suggestions and feedbacks on each chapter with great patience Although the researcher and his academic supervisor live in two different countries, the academic discussion has not been affected Both direct and indirect meetings between them have been really effective These have helped researcher improve his expertise and insights, which finally improve the quality of this study The researcher also deeply grateful to his family, who had provided him with unconditional support throughout the whole process Over the last four years, his wife had taken the responsibility of taking care of their two sons His wife had never complained about it, so that he fully focused on studying Furthermore, she had read and given valuable opinions about this dissertation so that the content was expressed more precisely and professionally Next, the researcher would like to send his gratitude to his parents They had helped much in looking after his sons He is deeply indebted to his parents as they provided such help while they were in worse health than before His parents had only heard about the university from him, but they have been always ready to try their best to ensure his sisters' educational quality as well as his Finally, the researcher would like to thank his friends who had shared their research experience, especially in collecting and analyzing the data He also sends his loyal thanks to his peers in this PhD course who had brought to him many more experiences in study, work and life as well He really looked forward to working with them in the future The Researcher TABLE OF CONTENTS PAGE ACKNOWLEDGMENTS i LIST OF FIGURES ii LIST OF TABLES iii LIST OF ABBREVIATIONS v ABSTRACT vi CHAPTER I INTRODUCTION Background and Rationale of the Study Objectives of the Study Hypotheses Theoretical Framework Conceptual Framework 12 Operational Definitions 16 Significance of the Study 19 Scope and Limitations 20 II REVIEW OF RELATED LITERATURE AND STUDIES 21 Related Literature 21 Related Studies 32 III RESEARCH METHODOLOGY 37 Research Design 37 Population, Sample Size and Sampling Technique 39 Research Instruments 41 Data Gathering Procedure 49 Data Processing and Analysis 50 IV DATA PRESENTATION, ANALYSIS AND INTERPRETATION Respondents’ Characteristics 52 52 Respondents’ Perception of the Components of the Public Administrative Services 57 Respondents’ Perception of Satisfaction with Public Administrative Services 60 Differences in Citizens’ Perception of Public Administrative Services and Satisfaction according to their Personal Characteristics 61 Relationship between Citizens’ Perception of Public Administrative Services and their Satisfaction V SUMMARY, CONCLUSIONS AND POLICY RECOMMENDATIONS 71 77 Summary of the Key Findings 78 Conclusions 79 Policy Recommendations 81 REFERENCES 91 APPENDIXES 97 ii LIST OF FIGURES FIGURE PAGE Figure 1.1 Measuring Service Quality using SERVQUAL Model Figure 1.2 Performance Only Model (SERVPERF) 11 Figure 1.3 Conceptual Framework of the Study 14 Figure 1.4 Conceptual Framework of the Study (Adjusted after EFA) 15 Figure 2.1 The Nordic Model by Gronroos 23 Figure 2.2 The Kano Model 26 Figure 3.1 Research Process 38 iii LIST OF TABLES TABLE PAGE Table 3.1 List of Variables and Initial Items in the Survey Instrument 42 Table 3.2 Results of Reliability Test of Scales 44 Table 3.3 Result of the Seventh EFA with Scales of Independent Variables 46 Table 3.4 Result of EFA for Citizens’ Satisfaction 48 Table 3.5 Names and Abbreviations of Variables after EFA 49 Table 4.1 Distribution of Respondents as to their Characteristics 54 Distribution of Respondents as to Information Related to the Use 56 Table 4.2 Table 4.3 Table 4.4 Table 4.5 Table 4.6 of Public Administrative Services Descriptive Statistics of the Different Items and Components of 59 Public Administrative Services Descriptive Statistics for Different Items of Citizens’ Satisfaction 61 Mean Scores on the Different Components of Public 62 Administrative Services and Satisfaction by Gender Mean Scores on the Different Components of Public 63 Administrative Services and Satisfaction by Age Table 4.7 Mean Scores on the Different Components of Public 64 Administrative Services and Satisfaction by Marital Status Mean Scores on the Different Components of Public Table 4.8 Administrative Services and Satisfaction by Educational 65 Attainment Table 4.9 Mean Scores on the Different Components of Public 66 Administrative Services and Satisfaction by Occupation Table 4.10 Mean Scores on the Different Components of Public Administrative Services and Satisfaction by Income 67 iv Table 4.11 Mean Scores on the Different Components of Public 68 Administrative Services and Satisfaction by Frequency of Use Mean Scores on the Different Components of Public Table 4.12 Administrative Services and Satisfaction by Acquaintances in 69 Ward People’s Committees Table 4.13 Mean Scores on the Different Components of Public 70 Administrative Services and Satisfaction by Paying Extra Fee Table 4.14 Mean Scores on the Different Components of Public 71 Administrative Services and Satisfaction by Residence Table 4.15 Regression Results for Citizens’ Satisfaction 73 v LIST OF ABBREVIATIONS Symbol Explanation ANOVA Analysis of Variance EFA Exploratory Factor Analysis ISO International Organization for Standardization IT Information technology KMO Kaiser - Meyer - Olkin measure NPM New Public Management OLS Ordinary Least Square OSS One - Stop - Shop QFD Quality Function Deployment Sig Significance SIPAS Satisfaction index of public administrative service SPSS Statistical Package for the Social Sciences VFF The Vietnam Fatherland Front VAVN The Veterans Association of Vietnam vi ABSTRACT CITIZENS' SATISFACTION WITH PUBLIC ADMINISTRATIVE SERVICES AT THE WARD PEOPLE’S COMMITTEES OF TAY HO DISTRICT HOANG VAN HAO This study was conducted to evaluate the citizens' satisfaction with public administrative services at the Ward People’s Committees of Tay Ho District The one-shot survey design or the post-test only design was used to gather data from 440 randomly selected respondents allocated proportionately to the eight wards of Tay Ho District The survey instrument was tested for its reliability using the Cronbach’s Alpha Exploratory Factor Analysis (EFA) was used to reduce the number of items and factors from the initial seven factors with 33 items to five factors with 27 items after the EFA The instrument was translated to Vietnamese to allow easy understanding of the respondents and distributed to the randomly selected respondents All the data collected were processed using SPSS 20 Analysis made use of descriptive statistics and Multiple Regression Analysis, t-test and Analysis of Variance (ANOVA) to test the hypotheses of the study The study revealed that most if not the majority of the respondents were females, not more than 45 years old, married, university educated , working as employee, civil servant or freelancer; and with a monthly income of to 5M VND The majority of the respondents were occasional users of public administrative services, without acquaintances in the Ward People’s Committee, have not paid extra fee to avail of the services and residents of the ward where they avail the public administrative services The respondents generally have “Good” perception of the different components of the public administrative services and have “high” perceived satisfaction of the public administrative services There were no significant differences in the perception of the respondents of the different components of public administrative services and their satisfaction according to their gender, age, marital status, income, acquaintances in the Ward People’s Committee, payment of extra fee and residence However, significant differences were observed according to educational attainment, occupation and frequency of use of public administrative services All the five components of public administrative services were vii found to be significant determinants of satisfaction Civil servants’ capacity and publicduty ethics appeared to be the major determinant followed by time and cost and facilities while transaction and process of delivery showed to be the least ... COMMITTEES OF TAY HO DISTRICT HOANG VAN HAO This study was conducted to evaluate the citizens' satisfaction with public administrative services at the Ward People’s Committees of Tay Ho District The. .. components of public administrative services delivery at the Ward People’s Committees of Tay Ho District; ii determine the citizens? ?? satisfaction of the public administrative services at the Ward People’s... sample of citizens The population of Tay Ho District is about 130,000 people However, there was a portion of the population who not go to the Ward People's Committees for using public administrative