Influence of personality traits on people's satisfaction with public service in Hanoi city, Vietnam

Tung, Phuong Huu; Ly, Le Thi Khanh

doi:10.21744/lingcure.v5ns4.1968

Cited by 3 publications

(1 citation statement)

References 67 publications

(95 reference statements)

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“…This is the most important factor because, for the people, the results of the provision of public administrative services have the most direct impact. The results of public administrative service provision positively affect people's satisfaction (Tung & Ly, 2021). Hypothesis 4 is constructed as below: H4.…”

Section: H2 Simplified Administrative Procedures Have a Positive Impa...mentioning

confidence: 99%

Verification of Criteria for Assessing Citizens' Satisfaction Issued by the Ministry of Home Affairs at a One-stop Office in the Industry and Trade Department of Binh Duong Province, Vietnam

Son

2023

SL J. Soc. Sci. Hum.

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The study includes two research objectives: (1) identify and measure the factors affecting people's satisfaction; and (2) assess the importance of factors affecting people's satisfaction, thereby proposing suggestions to improve the set of criteria that are designed to assess people's satisfaction issued by the Ministry of Home Affairs of Vietnam. The essay employs a quantitative analytic approach to find elements impacting people's contentment. The survey sample was randomly selected from 350 individuals who had transactions at the one-stop shop of the Department of Industry and Trade of Binh Duong Province, Vietnam. The paper performs data processing using SPSS 20.0 software to examine the reliability of the scale using Cronbach's alpha coefficient, exploratory component analysis (EFA), correlation analysis, regression, and model testing theory. The findings showed that there are only 4 factors (with statistical significance) affecting people's satisfaction, including approachability (coefficient 0.316), administrative procedures (coefficient 0.384), civil servants (coefficient 0.529), and receiving and solving complaints and feedback (coefficient 0.145). The Ministry of Home Affairs should modify the criteria for assessing citizens' satisfaction with less focus on the results of public administrative service provision as this factor has no correlation with citizens' satisfaction.

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Section: H2 Simplified Administrative Procedures Have a Positive Impa...mentioning

confidence: 99%

Verification of Criteria for Assessing Citizens' Satisfaction Issued by the Ministry of Home Affairs at a One-stop Office in the Industry and Trade Department of Binh Duong Province, Vietnam

Son

2023

SL J. Soc. Sci. Hum.

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Effect of healthcare workers’ personalities on health service quality: A case study of hospitals on the Malaysia-Indonesia border

Komari

Djafar

2023

Problems and Perspectives in Management

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The personality of healthcare workers, including doctors, nurses, and any employee who directly provide supportive services to a patient, is vital in health service quality, contributing to the hospital’s brand image. Malaysia has successfully built that brand image attracting many Indonesians to have health treatment in this country. This study aims to examine the effect of healthcare workers’ personalities on health service quality at Malaysian hospitals. The study adopted the Big Five Traits and SERVQUAL models to measure healthcare workers’ personalities and health service quality. One hundred respondents from the families in West Kalimantan, Indonesia, who had health treatment in Malaysia, were selected to respond to the statements based on a Likert scale. The regression model was employed in data analysis in which the healthcare worker’s personality was an independent variable, and health service quality was a dependent variable. The regression test results show that agreeableness and emotional stability positively and significantly influenced health service quality at the 5% level, with each coefficient of 0.332 and 0.701. Due to less varied responses, conscientiousness, extraversion, and openness to experience did not significantly influence health service quality. That was supported by the high average index of health workers’ personalities (4.14) and hospital services (4.27), indicating that the respondents agreed with healthcare workers’ excellent personalities and health service quality in Malaysia. Each indicator in healthcare workers’ personalities also significantly correlated with each indicator in health service quality. Acknowledgment The authors thank the Faculty of Economics and Business, Tanjungpura University, for funding this study.

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An Exploration of the Role of Quantitative Management Techniques in Public Service Satisfaction Enhancement

Zhu

2024

Applied Mathematics and Nonlinear Sciences

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Under the background of service-oriented government construction, quantitative management techniques have been widely used in public services, and it is more and more important to study the relationship between them and public service satisfaction. In this paper, the quantitative management strategy of public service is proposed based on the relationship between public service satisfaction and quantitative management technology. Then, a quantitative Kano model is used to analyze the audience demand for public services. Finally, the effect of improving public service satisfaction is evaluated using the independent sample t-test method. The ranges of values of satisfaction X when the quantitative management technique is not used, satisfaction Y when the technique is used, overall importance r, and overall satisfaction α are [0.2248, 0.6402], [0.3239, 0.8441], [0.4016, 0.9587], and [0.6099, 1.3579], respectively, and the fact that X<Y and the values of r and α are higher suggests that quantitative management techniques have an enhancing effect on the satisfaction of public service demand. The public service satisfaction scores of the group using quantitative management techniques are all greater than those of the group not using them, and the significance of the t-tests of the four satisfaction dimensions of public services are all less than 0.05, indicating that quantitative management techniques have a significant effect of enhancing the satisfaction of public services in all dimensions. This paper provides empirical evidence for the use of quantitative management techniques to improve user satisfaction and promote the development of high-quality public services.

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Influence of personality traits on people's satisfaction with public service in Hanoi city, Vietnam

Cited by 3 publications

References 67 publications

Verification of Criteria for Assessing Citizens' Satisfaction Issued by the Ministry of Home Affairs at a One-stop Office in the Industry and Trade Department of Binh Duong Province, Vietnam

Verification of Criteria for Assessing Citizens' Satisfaction Issued by the Ministry of Home Affairs at a One-stop Office in the Industry and Trade Department of Binh Duong Province, Vietnam

Effect of healthcare workers’ personalities on health service quality: A case study of hospitals on the Malaysia-Indonesia border

An Exploration of the Role of Quantitative Management Techniques in Public Service Satisfaction Enhancement

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