Evaluating the Quality of Public Administration Services of Provincial Authorities in Vietnam: A Study of Ninh Binh Province

Abstract

Administrative procedure reform in Vietnam is implemented by the government and public authorities. The questions for administrative organizations are the following: how do the people assess the quality of public administration services; what should the offices do to improve the quality of public administration services? This study used the 7Ps Model of service marketing to evaluate the quality of public administration services of provincial authorities in Vietnam and to find the factors that affect them. The study took place in Ninh Binh province, which is known for implementing administrative reform effectively. By means of in-depth interviews with specialists who had worked for a considerable length of time in public administration and local citizens, this study developed criteria for assessing the quality of public administration services of provincial agencies. Through surveying 700 citizens, the study highlighted the quality of public administration services and factors influencing them. The research result showed the citizens’ satisfaction level of each P factor and each item belonging to it, and also the linear relationship between items and factor. Based on this result, the points that should be focused to improve the public service quality were highlighted.