Title:
RELATE BETWEEN CHARACTERISTICS AND CITIZEN'S SATISFACTION FOR PUBLIC SERVICES: CASE IN VIETNAM

Authors:
Dr. Phuong Huu Tung, Dr. Nguyen Nghi Thanh, Viet Nam

Abstract:

Improving the quality of public services to meet people's satisfaction has made governments more aware of the need to provide public services following public needs and preferences. Most of the previous studies used qualitative methods to assess people's satisfaction with public services. The authors use a quantitative research method to explore the quality of public services in Vietnam using the SERVQUAL model and explore the relationship between personality traits and satisfaction with public services. The study was conducted in one-stop rooms in Hanoi city in June 2019, using a deliberate sampling method. Collect data through a survey of 500 votes, of which 350 are valid for citizens. The results of analysis by SEM model show all five factors of personality traits: Openness, Conscientiousness Neuroticism; extraversion; Greeablenes have a positive and significant effect on the remaining five factors through 2 coefficients, Regression Weights and P-value, both have reliable values. The conclusions of this study provide valuable data for Government policymakers.