LAND USER SATISFACTION WITH PUBLIC ADMINISTRATIVE SERVICES AT LAND REGISTRATION OFFICE BRANCH IN BINH SON DISTRICT, QUANG NGAI PROVINCE
Vol. 131 No. 3C (2022), Original Article
Vol. 131 No. 3C (2022)

LAND USER SATISFACTION WITH PUBLIC ADMINISTRATIVE SERVICES AT LAND REGISTRATION OFFICE BRANCH IN BINH SON DISTRICT, QUANG NGAI PROVINCE

Original Article
https://doi.org/10.26459/hueunijard.v131i3C.6702
Published 2022-11-25
Ho Viet Hoang
Centre for Climate change study in Central Vietnam, University of Agriculture and Forestry, Hue University, 102 Phung Hung St., Hue, Vietnam
Le Thao Nguyen
University of Law, Hue University, Vo Van Kiet St., An Tay, Hue, Vietnam
Tran Thi Phuong
University of Agriculture and Forestry, Hue University, 102 Phung Hung St., Hue, Vietnam
Nguyen Bich Ngoc
Centre for Climate change study in Central Vietnam, University of Agriculture and Forestry, Hue University, 102 Phung Hung St., Hue, Vietnam
PDF

Keywords

Chi nhánh Văn phòng đăng ký đất đai huyện Bình Sơn, hành chính công, sự hài lòng Binh Son
Land Registration Office
land services
satisfaction

Abstract

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. Exploratory Factor Analysis and Multivariate Regression Analysis indicate that six factors affect user satisfaction: Reliability, Responsiveness, Competence of staff, Processes and procedures, Tangibility, and Service Attitude. Reliability has the most significant influence, while Service Attitude is the lowest. The study has also proposed several solutions to improve the quality of the land services at the Branch.

https://doi.org/10.26459/hueunijard.v131i3C.6702
PDF

References

  1. N. H. Hai & L. V. Hoa (2010), Criteria for evaluating the quality of public service delivery at state administrative agencies, Journal of State Organization, 3, 39–42.
  2. D. T. H. Ha (2007), State management of public services, Science and Technics Publishing House, Ha Noi.
  3. N. D. Bong (2005), Scientific and technical summary report for granting the government New research on the land management system to form and develop the real estate market in Vietnam, Land Planning Investigation Center - Ministry of Natural Resources and Environment, Hanoi.
  4. National Assembly of Vietnam (2013), Law No: 45/2013/QH13, Law on Land, National Political Publishing House, Hanoi.
  5. CECODES, VFF-CRT, RTA & UNDP (2019), Provincial Governance and Public Administration Performance Index in Vietnam (PAPI) 2018: Measures from People's Real Experiences, Key Research Report General book, Hanoi, Vietnam.
  6. Binh Son District Land Registration Office (2021), Summary report of activities in 2020, Quang Ngai.
  7. Government of the Socialist Republic of Vietnam (2011), Decree No. 43/2011/ND-CP dated June 13, 2011 on the provision of online information and public services on websites or web portals of state agencies, Ha Noi.
  8. Government of the Socialist Republic of Vietnam (2017), Decree No. 01/2017/ND-CP on amendments and supplements to some decrees details implementation of land law, Ha Noi.
  9. Kotler, P. and Keller, K. L (2006), Marketing management, New Jersey: Pearson Prentice Hall.
  10. Gronroos, C. (1978), A Service Oriented Approach to Marketing of Service, European Journal of Marketing, 12(8).
  11. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49.
  12. Bachelet, D (1995), Measuring satisfaction; or the Chain, the tree, and the Nest, Customer satisfaction Research, Brookers, R.(ed) ESOMAR.
  13. Kotler, P. (2000), Marketing Management: The Millennium Edition, Person Prentice Hall, Upper Saddle River.
  14. Zeithaml, V. A. and Bitner, M. J. (2000), Services Marketing: Integrating Customer Focus Across the Firm, Boston: Irwin McGraw- Hill.
  15. Kotler, P., and Keller, K. L. (2009), Marketing management, 13th end, New Jersey: Pearson Education Inc, Upper Saddle River.
  16. Sureshchandar, G. S., Rajendran, C., and Anantharaman, R. N. (2002), The relationship between service quality and customer satisfaction – a factor specific approach, Journal of Service Marketing, 16(4), 363–379.
  17. Hui, E. C. M. and Zheng, X. (2010), Measuring customer satisfaction of FM service in housing sector: a structural equation model approach, Facilities, 28(5/6), 306–20.
  18. Tabacknick, B. G. and Fedell, L. S. (1991), Using multivariate statistics (3, Ed), New York: HarperCollins.
  19. Hair, Jr. J. F Anderson, R. E., Tatham, R. L. & Black, W. C. (1998), Multivariate Data Analysis, Prentical-Hall International, Inc.
  20. H. Trong, C. N. M. Ngoc (2008), Analyzing research data with SPSS, Hong Duc Publishing House, Ha Noi.
  21. Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988), SERVQUAL: A Multi-Item Scale for Measuring Consumer Perception ò Service Quality, Journal of Retailing, 63(1), 12–39.
  22. Ramseook-Munhurrun, P., Lukea-Bhiwajee S. D. and Naidoo, P. (2010), Service quality in the public service, Journal of management and maketing research, 3(1), 37–50.
  23. L. Dan (2011), Assessing the satisfaction of the main service of the company and the organization, Journal of Science and Technology University of Danang, 44(3), 163–168.
  24. Lewis, B. (1993), Service quality: recent developments in financial services, International Journal of Bank Marketing, 11(6), 19–25.