CHAPTER 5 IMPLICATIONS FOR POLICIES IMPROVING PUBLIC
5.5 THE LIMITATIONS OF THIS THESIS
This thesis Evaluating the satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board
Public opinion survey of people involved in using service in People’s Committee of Ben Cat Industrial Zones Management Board. Due to fear in evaluating state administrative agencies, some samples are not able to describe overall reality in administrative in Ben Cat Industrial Zones Management, some observation cannot be obtained because the user citizens are worry about the affection on their profiles assigned to administrative services.
Research methods measure satisfaction not to mention cultural factors, customs and practices affecting service satisfaction of the people, or some historical think for state administrative agencies.
Due to limited resources, limited time and limited quantity or accuracy of the observations, the subject cannot measure all the factors that impact people's satisfaction with the administrative service.
Implications for the next research
This thesis measure people's satisfaction about public administrative service applying the ISO in Ben Cat Industrial Zones Management Board has practical significance in the formulation of government policy in the administrative reform thus contributing to the development Socio-economic locally, creating the trust of people towards the state
administrative organization. This topic can expand on all areas of state administration, because there is currently no study that assessed people's satisfaction on the management of state government administrative agencies.
REFERENCES
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[3] Grönroos, C (1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4): 36-44.
[4] Hair, Jr. J.F Anderson, R.E, Tatham, RL & Black, WC (1998), Multivariate Data Analysis, Prentical- Hall International,Inc.
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[6] Jabnoun & Al-Tamimi (2003) “Measuring perceived service quality at UAE commercial banks”, International Journal of Quality and Reliability Management, (20), 4
[7] Lassar, WM, Manolis, C& Winor, RD (2000), Service quality perspectives and satisfation in private banking, International Journal of banking marketing, 181-199.
101
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McGraw-Hill, Journal of Psychoeducational Assessment.
[10] Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
[11] Spreng & Mackoy (1996), An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, 72(??), 201 - 214.
[12] Parasuraman, A., V. A. Zeithaml, & L. L. Berry (1985), Aconceptual model of service quality and its implications for future research, journal of marketing, 49(fall), 41-50.
[13] Parasuraman, A., V. A. Zeithaml, & L. L. Berry (1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing,64 (1): 12-40.
[14] Parasuraman, A., L. L. Berry, & V. A. Zeithaml (1991), Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67 (4): 420- 450.
Parasuraman, A., Berry, L. L. & Zeithaml, V.A. (1993), More on Improving Service Quality Measurement, Journal of Retailing, 69 (1): 140-47.
[15] Philip Kotler, Kevin Lane Keller (2006), Marketing management, Pearson Prentice Hall,New Jersey.
[16] Tony Bovaird & Elike Loffler (1996), Public management and governance, London and Newyork: Taylor & Francis Group, 138-144.
[17] Tse, D.K. & Wilton, P.C. (1988), Model of Consumer Satisfaction Formation: An Extension, Journal of Marketing Research, 25: 204-212,.
[18] Valarie A.Zeithaml and M.J.Britner (2000), Service marketing,Boston: Mcgraw-Hill.
[19] Winsmiewski, M & Donnelly (2001), Using SERVQUAL to access customer satisfaction with pubic sector service, Managing Service Quality, Vol 11, No 6: 380-388.
[20] Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60 (2): 31-46. 102
APPENDIX
APPENDIX QUESTIONNAIRE
CUSTOMER SURVEY FORM
Hello!
My name is Nguyen Hong Khanh. I am doing a master's thesis “Evaluating the satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board”
To complete this topic, I would like to receive the community assessment, objective opinion of you help me complete this topic.
Thank you and good luck!
Part I: You said your level of agreement with the following statements about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board
Please rate the degree of your agreement
Strongly disagree Disagree Neutral Agree Strongly Agree
1 The administrative service procedures
are public and transparent 1 2 3 4 5 2 Profiles are not errors, loss 1 2 3 4 5 3 You does not have to go back and forth
several times to make profile 1 2 3 4 5
4
Ben Cat Industrial Zones Management Board is a place where the citizens trust in relation to solve the public administrative service procedures
1 2 3 4 5
5 Profile reception and returning rooms
are spacious, airy 1 2 3 4 5
6 Profile reception and returning rooms have full amenities (refrigerator, table,
chair) 1 2 3 4 5
7 Profile reception and returning rooms
are relatively modern (automatic order 1 2 3 4 5
number, computer, profile searching machine ...)
8 The layout for administrative service
activities is reasonable 1 2 3 4 5 9 The administrative procedures and
forms are fully listed 1 2 3 4 5
10 The administrative officers have good
communication skills 1 2 3 4 5
11 The administrative officers have knowledge and skill in handling relevant
affair 1 2 3 4 5
12 The administrative officers are highly
proficient and relevant professions 1 2 3 4 5
13
The administrative officers receive, handle, consult, and resolving satisfactorily the problems of the citizens
1 2 3 4 5
14 Ben Cat Industrial Zones Management Board resolves the citizens' complaints
quickly and reasonably 1 2 3 4 5
15 The administrative officers have polite attitude when receiving and returning profile
1 2 3 4 5
16 The administrative officers have friendly attitude when answering the citizen's questions
1 2 3 4 5
17 The administrative officers do not cause harassment, inconvenience to citizens when dealing with profile
1 2 3 4 5
18 The administrative officers provide the
service with equity to all citizens 1 2 3 4 5 19
The administrative officers have high sense of responsibility for profile of
citizens 1 2 3 4 5
20 The citizens are easy to contact the
administrative officers 1 2 3 4 5 21 The administrative officers solve profile
with flexible and timely manner 1 2 3 4 5 22 The The reasonable requirements of
citizen are concerned and solved by the administrative officers officials
1 2 3 4 5
23 The administrative officers are easy to
understand the customer's requirements 1 2 3 4 5
24
The requirement of the administrative documents in Ben Cat Industrial Zones Management Board is reasonable (documents summiting as joining administrative services)
1 2 3 4 5
25 The posted time requirement to solve
administrative profiles is reasonable 1 2 3 4 5 26 The posted administrative process steps
are reasonable 1 2 3 4 5
27 The laws of public administrative
procedures are appropriate 1 2 3 4 5
28 You is very happy with the public
administrative service 1 2 3 4 5 29 You is completely satisfied with the
service attitude of Ben Cat Industrial Zones Management Board
1 2 3 4 5
30
In general, you satisfies when transacting public administrative service in Ben Cat Industrial Zones Management Board
1 2 3 4 5
PART II: RESPONDENT INFORMATION
Degree: Universal Secondary College University Working: Employees Profession Business
Age: Under 25 25 – under 35 35 – under 45 Over 45 Gender: Male Female
Thank you and good luck!
a. Listwise deletion based on all variables in the procedure. REL1 10.49 7.811 .556 .921 REL2 10.46 6.224 .802 .834 REL3 10.43 6.334 .825 .825 REL4 10.40 6.317 .838 .820
Scale Statistics
Mean Variance Std. Deviation N of Items 13.93 11.428 3.381 4
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's TAN5 14.01 10.208 .620 .866 TAN6 14.08 9.604 .702 .847 TAN7 14.41 8.834 .798 .822 TAN8 14.19 9.981 .684 .852 TAN9 14.22 9.619 .707 .846
Scale Statistics
Mean Variance Std. Deviation N of Items 17.73 14.616 3.823 5
a. Listwise deletion based on all variables in the procedure. RES10 13.34 12.150 .667 .910 RES11 13.26 11.641 .822 .881 RES12 13.36 11.038 .858 .872 RES13 13.44 10.789 .811 .881 RES14 13.59 11.060 .721 .902
Scale Statistics
Mean Variance Std. Deviation N of Items 16.75 17.321 4.162 5
a. Listwise deletion based on all variables in the procedure. ASS15 14.28 9.509 .728 .888 ASS16 14.12 10.231 .665 .901 ASS17 14.32 9.086 .823 .867 ASS18 14.34 9.055 .772 .879 ASS19 14.15 8.820 .806 .871
Scale Statistics
Mean Variance Std. Deviation N of Items 17.80 14.249 3.775 5
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's EMP20 11.48 5.245 .699 .800 EMP21 11.52 5.019 .746 .778 EMP22 11.52 5.559 .641 .825 EMP23 11.18 5.986 .664 .817
Scale Statistics
Mean Variance Std. Deviation N of Items 15.23 9.223 3.037 4
a. Listwise deletion based on all variables in the procedure. PRO24 10.15 7.701 .624 .818
PRO25 9.84 6.980 .719 .775
PRO26 9.76 7.365 .735 .768
PRO27 9.76 8.437 .620 .819
Scale Statistics
Mean Variance Std. Deviation N of Items
a. Listwise deletion based on all variables in the procedure.
SAT28 7.24 2.902 .753 .851
SAT29 7.26 3.038 .805 .806
SAT30 7.28 2.933 .760 .844
Scale Statistics
Mean Variance Std. Deviation N of Items 10.89 6.284 2.507 3
APPENDIX EFA The first
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .901
Bartlett's Test of Sphericity
Approx. Chi-Square 3227.528 df 351 Sig. .000
Component Transformation Matrix
Component 1 2 3 4 5 6
1 .493 .431 .407 .384 .411 .298 2 -.497 .150 -.375 .228 .067 .730 3 -.106 -.730 .468 .432 -.116 .194 4 .261 -.400 -.032 -.640 .445 .403 5 -.307 .313 .651 -.451 -.353 .235 6 .580 -.024 -.223 -.003 -.701 .350 Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
The second
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .896
Bartlett's Test of Sphericity
Approx. Chi-Square 2800.586 df 276 Sig. .000
Component Transformation Matrix
Component 1 2 3 4 5 6
1 .489 .430 .414 .393 .309 .394 2 -.470 .206 -.410 .211 .724 .009 3 -.070 -.726 .428 .401 .289 -.198 4 .264 -.366 -.056 -.647 .427 .439 5 -.360 .323 .661 -.460 .187 -.289 6 .580 .084 -.194 -.102 .282 -.727 Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
EFA DEPENDENT
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .739
Bartlett's Test of Sphericity
Approx. Chi-Square 260.004 df 3 Sig. .000
Component Matrixa
Component 1
SAT28 .890 SAT29 .918 SAT30 .894 Extraction Method: Principal Component Analysis.
a. 1 components extracted.
APPENDIX REGRESSION
Variables Entered/Removeda
Model Variables Entered Variables Removed Method
1 PRO, EMP, RES, REL,
TAN, ASSb . Enter a. Dependent Variable: SAT
b. All requested variables entered.
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1
Regression 88.102 6 14.684 98.021 .000b Residual 22.920 153 .150
Total 111.022 159 a. Dependent Variable: SAT
b. Predictors: (Constant), PRO, EMP, RES, REL, TAN, ASS