- 學位論文
The Relationship between Service Quality and Citizen Satisfaction of Ha Giang City Government‘s Public Services in Vietnam
The Relationship between Service Quality and Citizen Satisfaction of Ha Giang City Government‘s Public Services in Vietnam
並列摘要
Ha Giang City, which is an economical, cultural and social center of Ha Giang City, was established on September 27th 2010 on the basis of the expansion and upgrading of Ha Giang Town. The city has an area of 130.3 square kilometer and population of 67,000 people at the moment. In recent years, the rapid growth urbanization in Ha Giang City has affected to the pubic services which are related to environment, such as, refuse, waste water collection, disposal of solid waste, and waste water and solid waste treatment. The environmental services in Ha Giang City play an important role in the development of the city as well as contribute to protect environment of the City. In this context, the study takes into account the importance of citizen satisfaction and it is measure through the proxy namely perceived service quality. Furthermore, the perceived service quality is assessed through the survey of questionnaire and it is defined as the application of the ACSI scale. Using quantitative research method, the author has examined the relationship between citizen satisfaction and aspects of perceived service quality. Results show that both of perceived service quality and citizen satisfaction are quoted in significant relationships.