Public service is a service which is provided by the government to people living within its jurisdiction, either directly (through the public sector) or by authorizing provision of services in order to maintain the effectiveness and justice of the society. When citizens using the public services, there are several affecting their satisfaction.
With the view of the state managers, administrative researchers believe that public services are the activities of state agencies to implement the state management and ensure the supply of necessary public services for citizens and government. This emphasizes the role and responsibility of the state for the public service delivery that the main factor of public services is to meet the basic needs of both society and community, while the implementation is undertaken by the state agencies or private sector.
Public administrative services are made by the state administrative agencies through two basic functions: managing all areas of eco-society and providing the public services for organizations and citizens. In other words, "public administrative services are activities for state administrative agencies to serve the basic rights and obligations of organizations and citizens, based on legal and administrative authorization of the government” (Le Chi Mai,
2006). Some countries use the concept of “public services” for all types of services instead of
“public administrative services”; however, these countries admit that public services are supplied by state agencies to citizens and organizations.
2.6.1. Officials’ Attitude and Responsibility
The first factor is the official‟s attitude and responsibility. If officials have suitable attitude, they can make citizens feel comfortable. If officials show unfriendly attitude, or even aggressive, impolite attitude, the citizens may feel dissatisfied with the public services.
Servant‟s attitudes affect public service quality (Nguyen Toan Thang, 2010). When Servants have suitable attitudes with citizens, they may easily accept some inconvenience in service process. These are officials and specialists directly handling the dossiers and communicating with citizens who have improper attitude will create bad image in the eyes of the citizens, reducing the satisfaction of the citizens with the authorities. Friendly, sincere, courteous, sympathetic, sharing ... in the process of handling work, reception of civil servants, officials greatly affect the satisfaction of the people. Civil servants also need to behave confidently, properly, in accordance with code of conduct. When people communicate with each other, the urge to calm, gently explain, motivate, share, not angry, insult or use force to others. The servants‟ attitude will affect the consideration for the citizen's property and a clean and neat appearance of contact personnel, manifesting as politeness, respect, and friendliness. When servants show high level of responsibility with the service they provide citizens, the citizens may feel really satisfaction (Do Huu Nghiem, 2010).
2.6.2. Official’s Competence
The second factor is official‟s competence. If the officials have high ability to deal with citizens, it is easy for people to feel satisfied with public services. Official‟s competence affects the possession of the required skills and knowledge to perform the service. Staff competency is the ability to perform well-assigned tasks; this is very important criteria,
showing the decisive in the public administrative service. Based on previous research, the author uses the qualitative methodology to build the "Employee Competency" factor.
Capacity is the synergy between knowledge, skills and attitudes that affect work; they are interrelated in the execution of the task (Nguyen Toan Thang, 2010). The capacity of civil servant civil servants to perform their duties includes a number of factors, such as their qualifications, their capacity for training, skills and experience in their work as well as the spirit and attitudes of civil servants. Civil servants' capacity to perform public service tasks greatly affects the satisfaction of the citizens.
2.6.3. The Cost for Public Service
The third factor is the cost for public service. Even though the fees for public service were regulated and published by government, there are some other fees that citizens have to pay officials to gain the priority. These fees may make the customers feel disappointed because they were treated unequally. Even though, the costs for public service are not very high, however, the other costs that the citizens have to pay for using public service may be expensive. Transparency of service charges will increase the satisfaction of local people with public administrative services in the Thai Nguyen province. If citizens have to pay the unreasonable fee, they may feel very dissatisfied with public service (Nguyen Quoc Nghi et al, 2015).
2.6.4. The Time for Public Service
The fourth factor is the time for public service. Because time is one of the most valuable factors, therefore, saving the time for citizens means that administrative make them more satisfied with the services. Waiting time is the big problem with public service quality.
When people have to spend so much time for public services, they may lose other
opportunities. In case of time is very important for them, the long waiting time may cause them dissatisfied with the services. When citizens have to wait for their turn for a long time, they may feel dissatisfied (Nguyen Quoc Nghi et al, 2015).
2.6.5. The Facility Used for Providing Services.
The fifth factor is the facility used for providing services. If public service agencies were equipped, the service process will be faster and better. Beside the cost and procedures, public service quality also can be affected by facilities that help employees provide the services. Facilities help providing services better and faster. Facilities providing services include such factors as: service providing place, equipment, tools and other technical facilities; especially those in the reception room where the citizens are in contact with the civil servants representing the administration (Nguyen Quoc Nghi et al, 2015).
2.6.6. The Procedures to Provide the Public Services
The last factor is the procedures to provide the public services. In public service, procedures are very important. If clients or citizens understand the procedures of service provision, it is easy for them to deal with employees during service process. If the procedures are not well-designed, citizens may feel inconvenient. The administrative procedures include the requirement for the composition of the application dossier, the process of processing the dossier, and the contact between the processor and the individual using the service. This is a mandatory principle and a procedural process that requires improvement in the application process and requires objectivity from the fact that administrative procedures are cumbersome; Continuity is an important requirement for improving service quality (Nguyen Quoc Nghi et al, 2015).