DO Ll/CfNG CUNG ifNG

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qUANTRI-QUANLt

DICH Vy HANH CHINH CONG CAP QUAN THEO KINH NGHIEM THl/C TlilN CUA DOANH NGHIEP VA NGlTCfl DAN QUAN GO VAP, THANH PHO HO CHI MINH

• N G U Y I N NGOC DUY PHUONG - HUYNH THUY THUY UNH

TOM TAT:

Nghien cffu ndy dffdc thffc hien nham do Iffdng cung ffng dich vu hanh cbinb cdng cap Quan theo kinh nghiem tbffe tidn cua doanh nghidp va ngffdi ddn tai Uy ban Nhdn ddn qudn Gd Vd^p, Tbdnh phd' Hd Cbi Minb. Phffdng phdp nghidn cffu dinh Iffdng dffdc sff dung khdo sat 300 doanh nghiep va ngffdi dan qua kiem dinh phdn tich dp tin cay Cronbach's Alpha, phdn tich nhdn td' kham pha EFA va pban Ueh hdi quy bpi. Ke't qua da xdc dinh 2 nban idcd anb hffdng trffc tie'p ddn cam nhan cbd't lffdng cung ffng dich vu hdnh cbinh cdng, sap xd'p tbeo thff tff giam d^n: Ddng cam - dam bao va Ie phi. Tff dd, nghien cffu de xud't cac bam y chinh sdch nham nang cao chd't Iffdng cung ffng dich vu hanh cbinb cdng phuc vu ngffdi dan va doanh nghiep.

Tiif khoa: Cung ffng dich vu hdnh ehinh cdng, cdm nhan cbd't Iffdng dich vu, doanh nghidp, ngffdi dan.

1. Dat va'n de

Hidn nay, dd't nffdc ta dang phat trien manh me, dac bidt la xu the' ddn chu hda, todn cau bda va bpi nhap dang ddt ra nhffng yeu cau, thach thffc dd'i vdi Nbd nffdc trong vide cung ffng dieb vu cdng ngay cdng cao hdn. Nbd nffdc cd trach nhiem phuc vu nhan ddn, the bidn bang cdc boat ddng eung ffng dich vu hdnh chinh cdng cbo ngffdi dan mdt each chuydn nghidp, hidu qua. Do dd, thffc hien td't trach nhidm quan ly nha nffdc dd'i vdi dich vu hdnh chinh cdng Id yd'u to lao mem tin cua cdng ddn dd'i vdi nha nffdc. Theo dd nhieu chu trffdng, chinb sdch mdi dffdc eu the bda trong ede dd dn, ke hoach, chffdng trinh hdnb ddng phdt trien kinb id', xa hdi nham thu hut dau iff, bd trd ede tbdnh phan

kinh Id' pbat trien tao banb lang phap ly thdng Ibodng thudn ldi ebo nha dau tff, doanh nghiep de nang cao ddi sd'ng ngffdi dan. Uy ban Nhdn ddn Thdnh pbd' Hd Cbi Minh da ban banb kd' hoach Irien khai nhffng nhiem vu, gidi phap cbu ye'u cai thien chi sd'hieu qua qudn irj banb chinh cdng cd'p tinb giai doan 2016 - 2020, trong dd cung ffng dieb vu hanh chinh cdng la mdt trong nhffng ndi dung quan trpng.

Qudn Gd Vd'p Id mdt trong nhffng ddn vi bdnb chinh trffc thude Thanh phd' Hd Chi Minh, da thffc hien td't dffdng Id'i chii trffdng eua Dang va Nha nffdc vd cdng tde edi cdch hanh chinb, ndng cao bidu Iffe quan ly Nbd nffdc, ndng cao chat Iffdng thffc hien cd chd mdt cffa, mdt effa tidn thdng trong

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TAPCHiCdNGTHlftfNG

bien quan sdt cho 7 tbanh phdn; thang do cam nhan cba't Iffdng dieb vu bdnb ehinh cdng dffdc do Iffdng bang 4 bid'n quan sat. Do dd, ta't ca cac thang do sau khi kidm tra dp tin cdy Cronbach's Alpha se dffdc dffa vao phdn tich nhan td EFA.

4.3. Phdn tich nhdn td khdm phd EFA

Ke't qud kiem dinh 29 thang do bie'n ddc lap ebo thd'y sig = 0.000, KMO = 0.956(>0,5). Ke't qua phdn lich EFA (Idn 1) ebo thd'y, vdi phffdng pbap trich nhdn to' principal component, nhffng phep quay Varimax cho phep trich dffdc 4 nhan id' tff 29 bie'n quan sat ed bie'n TG3 tai d 2 nhan to, vdi be sdtai lan Iffdt la 0.516 va 0.537, khdng tbda dieu kien hdi tu vd khdng ridng bidt, ndn ta loai bid'n nay kbdi ma Iran xoay va phffdng sai trich tich luy dffdc la 66.202% (dat yeu cdu >50%), gia tri Eigenvalue tff 1.160 - 14.327(>1), cac he sd tdi nbdn id' eua cac bie'n quan sat cdn lai ddu Idn bdn 0,5, thang do dat yeu cau. Ke't qua kidm dinh 28 thang do bid'n ddc lap cho thd'y sig = 0.000, KMO = 0.955(>0,5). Ke't qua pban tich EFA (lan 2) cbo tha'y, vdi phffdng phdp trich nbdn id' principal component, phep quay Vanmax cho pbep trich dffdc 4 nhan to' va phffdng sai inch tich luy dffdc la 66.428% >50%; gid tri Eigenvalue la iff 1.141 - 13.811 (> I), cache soldi nhan id' cua cac bie'n quan sat deu Idn hdn 0,5, thang do dat ydu cdu.

Ke't qua kiem dinb cac bie'n quan sdl phu thupc cho tha'y sig = 0.000, KMO = 0.839 (>0.5). Kd'l qua pban tieb EFA cho tha'y, vdi phffdng phdp trich nhan to principal component, phep quay Varimax ebo pbep tricb dffpc mdt nhan td vdi 03 bie'n quan sdt vd phffdng sai tricb tich luy dffdc la 77.220%

>50%; gid in Eigenvalue Id 3.089 (>1), cac be sd tai nhan td'cua cdc bie'n quan sat deu Idn bdn 0,5, thang do dat yeu cau,

4.4. Phdn tich tUdng quan

Ma Iran tffdng quan cho thd'y mffc y nghia cua eae hd so ra't nhd (sig = 0.000<0,05) ndn cac be sd tffdng quan cd y nghTa thd'ng kd vd deu du dieu kidn de dffa vao phdn tich hdi quy.

4.5. Phdn tich hoi quy (Bang 2)

Trong dd, ddng earn nang Iffe (DCNL), Tin cdy dap ffng (TCDU), Phffdng tidn hffu binb (HH), Le phi (LP).

108 So 3-Thang 3/2019

Bang 2. Ket qua hoi quy Bien

d9cl$p Hang so DCNL TCDU HH LP

H$ sff hoi quy(B)

150 .677 1 X)63

,059 .178

H$so Beta

.660 .057 .052 .178

Miicy nghTa .341 .000 .285 .154 .000

Thefng tie da cjng tuyfti Dung sai

.289 .300 .629 .567

ViF

3 460 3.330 1.590 1.796 Nguon: DCt lieu phdn tich, 2019 Ke't qua kiem dinh cbo tha'y He sd' R^ hieu ehinh 0.746 cho thd'y 74.6% sff bid'n thidn cua bien phu thude dffdc giai thich bdi cdc bie'n dpc lap. Trj sd thd'ng ke F = 220.742 vdi gid tri Sig. ~ 0.000 chffng td md binb hdi quy phu hdp vdi lap dff lieu.

Durbin-Watson la 1.935<3 kbdng ed sff tffdng quan giffa cac bie'n trong md binb. He so VIF cua cac bid'n deu cd gid tri <10 ebffng td khdng xay ra hien tffdng da cdng tuyd'n.

Tff kd'l qua cho thd'y cdc nbdn to'anh hffdng den cam nhdn cha't Iffdng dieb vu banb chinb cdng co 2 nhan td cd y ngbia thd'ng ke vd tdc ddng dffdng (+). Cd 2 nhdn id' khdng cd y ngbia thd'ng kd.

Bieu dd tan so cua phan dff chudn hda cho thay pban pbd'i chuan cua phan dff xd'p xi chua'n Mean

= -I.71E-15 (gid In trung binh gan bang 0) va do Idcb chuan Std. Dev = 0.993 (dp lech ebuan gin bang 1). Do dd cd the ke't luan gia thuyd't phan phd'i chuan cua phan dff khdng bi sai pham. Thdng ke phan tich cdc hd so hdi quy, hd so' phdng dai phffdng sai VIF (Variance Inflation factor - VIF) dat gid tri Idn nha't la 3.460 va nhd nha't la 1.796 (nbd bdn 10) cbo tha'y cac bid'n ddc lap nay khdng cd quan be chat ebe vdi nhau ndn kbdng cd hien Iffdng da cdng tuyd't xay ra. Do dd, mdi quan he giffa cdc bie'n ddc lap kbdng anh hffdng dang ke den kd'l qua giai tbicb cua md binh hdi quy. Nhif vay, md hinh hdi quy tuye'n linh tren Id phu hdp.

Phffdng trinh hdi quy chuan bda:

YcNCL =-660*DCNL + .178*LP Thd'ng ke pbdn tieb eae bd so bdi quy cho thiiy 4 bid'n ddc lap DCNL, TCDU, HH, LP deu tac dpng cung ebieu vao bid'n pbu thude (CNCL) vi he sdbdi quy chuan hda (p) cda cae bien nay th dffdng. So sdnh mffc dd tac dpng eiu 4 bie'n nSv vdo bie'n phu thude cam nhan chd't lUdng dich vy hdnb cbinh cdng (CNCL) theo thff tif gj^ni dan nhff sau: la tba'y bid'n DCNL cd tac do'no man!)

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QUAN TR!-QUAN LY

nhd't (p= 0.677), tie'p theo la bidn LP (P = 0.178).

Nhffvay cdc gia thuyd't H4,5 va H6 ddu dffpc chd'p nhdn 6 dp tin edy 95%. Dieu nay cho thd'y ddng cdm - dam bao vd Id phi deu tao ndn cbd't Iffdng dich vu hdnh chinb cdng.

5. Ke't luan va de xua't ham y chinh sach Ket qua nghidn cffu khang dinh cd 2 nhan td cd quan he ddng bid'n de'n cam nbdn cbd't Iffdng dich vu hanh cbinh cdng tai qudn Gd Va'p nbuHg vdi mffc dp dnh hffdng khac nhau. Nghien cffu nay cung cung edlhem ly thuyd't eiia Gronross (1984), Parasura- man vd cdng sff (1985, I988)va nhffng nghidn cffu trffdc ddy. Ngodi ra, nghidn cffu ddng gdp, bo sung vdo mang de tai cung ffng cbd't Iffdng dich vu khu vffc hanh chinb cdng bdn eanb mdt loat cac ngbidn ciJu khde ve de lai cha't Iffdng djcb vu. Nbdm nghidn cffu de xud't 2 ham y ehinb sach nbff sau:

Mot Id, ke't qua nghien cffu ebo tba'y ddng cam - dam bao Id nbdn id' ed mffc dp anh hffdng Idn nhd't de'n cam nhdn cha't Iffdng dieb vu hdnb cbinh cdng.

[;. Vl vdy, dd nang cao ddng cam vd ddm bdo eua ddi

!\ ngu cdn bd, cdng cbffc cdn thffc bidn cdc ham y j; ehinb sach sau: tuyen dung nhdn sff phai dam bao li dung quy dinb, bdi dffdng kid'n tbffe chuyen mdn, 11 nghiep vu cbo cdn bd, cdng cbffc ed pbam chat,

;ji nang Iffe hoan tbdnh nhiem vu, cd kie'n thffc long I. bdp, dnh thdng nghidp vu, trffc tie'p xff ly, gidi

quyd't, giai tbicb yeu cau ngffdi dan mdt each hdp ,: ly vd nhanh nha't bdng each id cbffc ke' hoach ddo ." lao dai ban, ngan ban de cap nhdt kip tbdi cac van

^f^ ban quy dinb phdp ludt, id chffc hpc tap kinh

|.[ ngbiem de trang bi kie'n thffc va ky nang giai quyd't i|, cdng vide td't hdn. Tdng cffdng ky ludt, ky cffdng;

ehd'n ehinh, pbai gidi quyd't bd sd cho ngffdi ddn va doanb ngbidp Imh boat, khdng effng nhae, xff ly ngay cdc trffdng hdp vi pham.

Hai Id, kd't qua ngbidn cffu cho thay Id phi la nban id ed mffc dp anh hffdng de'n cam nhdn chd't Iffdng dich vu hdnb cbinb cdng. Vi vdy, can thffc bidn edc ham y cbinb sach sau: qudn tridt cdng chffc, vien cbffc cdi thidn thdi dp thffc hidn cdng vu, dam bao vide cdng kbai bang gia phi. Id phi khi giao dich hanh chinh cdng rd rdng, minh bach vd tinh trung thffc kbi thu phi, tranh nhung nhidu, vdi vinh trong mpi trffdng hdp vd ed ehd' dd hd trd nhffng trffdng hdp kbd khan nhff hd ngheo, hd gia dinh chinh sach; Xdy dffng ed che giam sat khi thu phi ngffdi dan, doanb nghiep dd'i vdi can bp cdng chffc bang each trang bi tbie't bi camera quan sdt, theo ddi, kiem tra sd sdch trong vide thu le phi bdng ngay eua can bd cdng chffc.

Ngbidn cffu dd dat dffpe muc tidu ban dau ddt ra la do Iffdng cung ffng dich vu hdnh cdng ca'p quan theo kinb ngbiem ibffc lien cua doanh nghidp va ngffdi dan tai qudn Gd Va'p, Thanh pbd Ho Cbi Minb va danh gid mffc dd tdc dOng eua tiing nhan Id' de'n earn nhan cbd't Iffdng dich vu hdnh chinb cdng cua ngffdi ddn, doanh nghidp. De tai nghien cffu ndu len dffdc va'n de con tdn ddng va de xua't cdc bdm y cbinb sach cbo cac Idnb dao quan ly nbd nffdc cd gdc nbin todn didn hdn va ed nhffng bien phdp phii hpp viec ndng cao cung ffng djeh vu hanh chinh cdng va ndng cao cha't Iffdng can bd, cdng chffc trong thdi diem hidn nay Id bd't sffe can thie't, nhdm ddp ffng yeu cau nhiem vu phdt trien kinh Id' - xa hdi cua dia phffdng •

TAI LIEU THAM KHAO:

I Chinh pha (2011). Nghi quyi't 30c/NQ-CP Ban hdnh Chuang trinh tdng the cdi cdch hdnh chinh nhd nudc giai doan 2011-2020.

2. Le Chi Mai (2006). Dich vu hdnh cliinh cdng. NXB Ly ludn chinh tri. Hd Ndi.

3. Amanfi. J. B. (2012). Service quality and customer satisfaclion in public sector organizations: A case study of the commission on human rights and administrative justice. Commonwealth Executive Masters in Business Administration.

4. Gibson C. (2009). Using SERVQUAL to assess the customer satisfaction level of the Oregon HIDTA ISC Analytical unit. Hatfield School of Government Executive Master of Public Administration Cohort.

5. Gronroos, C (1984). A Service Quality model and its Marketing Imlications. European Journal of Marketing, 18(4), 36-44.

6. Nguyin Ngoc Duy Phuc/ng vd Nguyen Vdn Nam (2017). Do ludng cung Ung dich vu cdng cdp Qudn theo kinh nghiim thuc tiin cda doanh nghiep vd ngUdi ddn: Hdm JJ thuc thi chinh sdch. Tap chi Cdng Thuong, 7(5), 218-224.

7. Parasuraman, A , Zeithaml, V., Berry. L.L., (1985). A conceptual model of service quality and its implycations for tuture reseach. Journal of marketing, 49 (fall), 41-50.

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TAPGHJCONfiTHirUNG

bien quan sdt cho 7 tbanh phan; thang do earn nhan cbd't Iffdng dich vu hanh cbinb cdng dffdc do Iffdng bang 4 bid'n quan sal. Do dd, ta't ea eae thang do sau khi kiem tra dp tin cay Cronbach's Alpha se dffdc dffa vdo phan tich nbdn id EFA.

4.3. Phdn tich nhdn to khdm phd EFA

Ket qua kiem dinh 29 thang do bid'n ddc lap cho tha'y sig = 0.000, KMO = 0.956(>0,5). Kd't qua phan tieb EFA (lan I) cho tba'y, vdi phttdng phap trich nhdn id' principal component, nhffng phep quay Varimax ebo phep trich dffdc 4 nhdn td' iff 29 bid'n quan sdt cd bid'n TG3 laid 2 nhan to, vdi he sdtai lan Iffdt Id 0.516 va 0.537, khdng tbda dieu kidn hdi tu va khdng rieng bidt, nen la loai bien nay khdi ma Iran xoay vd phffdng sai tricb tich luy dffdc Id 66.202% (dat yeu cau >50%), gid tri Eigenvalue iff 1.160 -

I4.327(>1), cac he sd' tai nbdn to' cua cac bie'n quan sdt cdn lai deu Idn hdn 0,5, thang do dat yeu cau. Kd't qua kiem dinh 28 thang do bie'n ddc lap cho tha'y sig = 0.000, KMO = 0.955(>0,5). Kd't qua pbdn tich EFA (lan 2) cbo tha'y, vdi phffdng phap trich nhan to' principal component, phep quay Varimax cho phep inch dffdc 4 nbdn to va phffdng sai tricb lich luy dffpe Id 66.428% >50%; gid tri Eigenvalue la tff 1.141 - 13.811 (>1), cdcbe sd'tai nban td' eua eae bie'n quan sdt deu Idn hdn 0,5, thang do dat ydu cau.

Ke't qua kidm dinh edc bie'n quan sat pbu tbudc ebo tba'y sig = 0.000, KMO = 0.839 (>0,5). Ke't qua phdn tich EFA ebo thd'y, vdi phffdng phdp trich nhan id' principal component, phep quay Varimax cho phep tricb duac mot nhdn td' vdi 03 bie'n quan sdl va phffdng sai trich tieb luy dffdc la 77.220%

>50%; gia tri Eigenvalue la 3.089 (>1), cdc he so' tdi nbdn td'cua cdc bie'n quan sat deu Idn hdn 0,5, thang do dat ydu cau.

4.4. Phan tich tidfng quan

Ma trdn tifdng quan ebo thd'y mffc y nghia eua eae he sd rd't nbd (sig = 0.000<0,05) nen cdcbe so tffdng quan cd y nghia thd'ng kd vd deu du dieu kidn dd dffa vao phdn tich hdi quy.

4.5. Phan tich hoi quy (Bdng 2)

Trong dd, ddng cam ndng Iffc (DCNL), Tin cay dap ffng (TCDU), Phffdng tien bffu hinb (HH), Le phi (LP).

Bdng 2. Ket qua hoi quy Bien

ddc i$p Hang so DCNL TCDU HH LP

H$ so hoi quy(B)

150 .677 .063 059 .178

H#sci Beta

.660 .057 .052 178

MOcy nghTa .341 .000 .285 .154 000

Thfing i<§ da c^ng tuyen Dung sai

.289 .300 .629 .557

ViF

3.460 3.330 1.590 1.796 Ngudn: Dd lieu phdn tich, 2019 Ke't qua kiem dinh cbo tba'y Hd so' R^ hieu ehinb 0.746 cbo thd'y 74.6% sff bie'n thien cua bien phu thupc dffdc gidi thich bdi cdc bie'n dpc lap. Tri sd thd'ng kd F = 220.742 vdi gia tri Sig. = 0.000 chffng td md hinh hdi quy phii bdp vdi lap dff lieu.

Durbin-Watson la 1.935<3 khdng cd sff tffdng quan giffa cac bid'n trong md binh. He sd VIF eua cac bid'n deu cd gia tri <10 chffng to khdng xay ra hien tffdng da cdng tuye'n.

Tff ke't qua cho tba'y cdc nhdn td anh hffdng den cam nbdn chat Iffdng dich vu hanh chinb cdng co 2 nbdn td cd y ngbia thdng ke va tac dpng dffdng (+). Cd 2 nbdn td'khdng cd y nghia thd'ng ke.

Bieu do tan sd'eua phan dff chuan hda cho thd'y pban phd'i chuan cua pbdn dff xa'p xi chuan Mean

= -1.7IE-15 (gid tri trung binb gan bdng 0) va dp lech ebuan Std. Dev = 0.993 (dp Idch chuan gan bang 1). Do dd cd the kd't ludn gia ihuye't phdn phdi chuan cua phan dff kbdng bi sai pbam. Thdng ke phan lich cdc he so' bdi quy, be sd' phdng dai phffdng sai VIF (Variance Inflation factor - VIF) dat gia tri Idn nhd't Id 3.460 vd nhd nhd't Id 1.796 (nbd hdn 10) cbo tba'y cac bid'n ddc lap nay khdng cd quan he chat che vdi nhau ndn khdng cd hien tffdng da cdng tuyd't xay ra. Do do, md'i quan be giffa cac bid'n ddc Idp khdng anh hffdng ddng ke dd'n ke't qua giai thich cua md binh hdi quy. Nhff vay, md hinb hdi quy tuye'n linh tren la pbu hpp.

Phffdng trinh hdi quy ebuan bda:

"^CNCL =.660*DCNL + .178*LP

Thd'ng kd phan tich cac be sd'bdi quy cho thd'y 4 bie'n ddc lap DCNL, TCDU, HH. LP deu tac ddng Cling chieu vdo bid'n phu thupc (CNCL) vi he sdbdi quy ehud'n hda (P)eua edc bie'n ndy deu dffdng. So sanh mffc dp tde ddng cua 4 bid'n ndy vdo bie'n phu thude cam nhdn chd't Iffdng dich vu hdnh cbinh cdng (CNCL) theo thff iff giam d^n nhff sau: ta tba'y bid'n DCNL cd tac ddng manh

108 So 3-Thang 3/2019

(5)

QUAN TRj-QUAN LY

nha't (p= 0.677), liep theo la bidn LP (p ^ 0.178).

Nhffvay cdc gia thuye't H4,5 va H6 deu dffdc chd'p nhdn d do tin edy 95%. Dieu nay cho tha'y ddng cam - dam bao va Id phi deu tao nen chd't Iffdng dich vu bdnb chinh cdng.

5. Kd't lu$n va de xua't ham y chinh sach Kd't qua nghien cffu khang dinh cd 2 nhdn id cd quan he ddng bid'n de'n cam nban chd't Iffdng dieb vu banb chinh cdng tai quan Gd Va'p nhuiig vdi mffc do anh hffdng kbae nhau. Nghien cffu nay cung cung CO thdm ly thuyd't cua Gronross (1984), Parasura- man va cdng sff (1985, 1988)va nhffng nghien cffu trffdc day. Ngoai ra, nghien cffu ddng gdp, bd sung vao mdng de ldi cung ffng cbd't Iffdng dich vu khu vffc hanh chinh cdng ben canh mdt loat cdc ngbidn cffu khde vede tai cbd't Iffdng dich vu. Nhdm nghien cffu de xud't 2 ham y chinh sdch nhff sau:

Mot Id, kd'l qua nghidn cffu cbo tha'y ddng cam - dam bdo la nhan to cd mffc dp anh hffdng Idn nha't dd'n cam nhan chat Iffdng dich vu hdnb ehinh cdng.

VI vdy, de ndng cao ddng cdm vd dam bao cua ddi ngu can bd, cdng chffc can thffc hien cac bam y ehinh sach sau: luydn dung nhan sff phai ddm bao diing quy dinh, bdi dffdng kie'n thffc chuyen mdn, nghiep vu cho can bd, cdng chffc cd pham chat, ndng Iffc hodn thdnh nhidm vu, ed kid'n tbffe long hdp, tinh thdng nghiep vu, trffc tie'p xff ly, giai quyd't, giai thich ydu cau ngffdi dan mdt each hdp ly va nhanh nhd't bdng cdch td cbffc ke' boacb dao tao dai han, ngan han de cap nhat kip thdi cac van ban quy dinh phdp ludt, td cbiJc hoc tdp kinb ngbiem de trang bi kien thffc vd ky ndng gidi quyd't cdng vide lot hdn. Tang cffdng ky lual, ky cffdng;

ehd'n chinh, phai giai quyd't hd sd cho ngu'di ddn va doanb nghidp linb boat, kbdng cffng nhae, xii ly ngay cac trffdng hdp vi pham.

Hai Id, kd't qua nghidn cffu cho tha'y Id phi la nhan to cd mffc dp anh hffdng dd'n cam nhan chd't Iffdng dich vu hanh ehinb cdng. Vi vay, can thffc hidn cdc ham y chinh sach sau: quan tridt cdng cbffc, vidn chffc edi thien thai dd tbffe bidn cdng vu, dam bao viec cdng khai bang gid phi. Id phi kbi giao dich hanh chinh cdng rd rang, minb bach vd tinh trung thffc kbi ihu phi, trdnh nhung nhidu, vdi vTnb trong mpi trffdng hdp va cd cbe' dp bd trd nhffng trffdng hdp khd khan nhff bd ngheo, hd gia dinh ehinb sach; Xay dffng ed ebe' giam sdt khi thu phi ngffdi ddn, doanh nghiep dd'i vdi can bd cdng cbffc bang each trang bi tbie't bi camera quan sdt, tbeo ddi, kidm tra sd sdeb trong vide thu Id phi bdng ngay cua can bd cdng chffc.

Nghidn cffu da dat dffdc muc tieu ban dau dat ra la do Iffdng cung ffng dieb vu bdnb cdng cd'p quan tbeo kinh nghidm thffc tien cua doanb nghiep va ngffdi dan lai quan Gd Va'p, Thanh phd Hd Chi Minb vd ddnh gid mffc dd tdc ddng cua tffng nhdn Id' de'n cam nhan chd't Iffdng djcb vu hdnh chinh cdng eua ngffdi dan, doanh nghiep. De lai nghidn cffu ndu Idn dffpc van dd eon tdn dpng va dd xud't cac hdm y chinb sdch cho cac lanb dao qudn ly nha nffdc cd gdc nhin toan didn hdn va cd nhffng bidn pbdp pbti hdp vide ndng cao cung ffng dich vu hdnh chinb cdng va ndng cao chat Iffdng cdn bd, cdng cbffc trong thdi diem bien nay la bd't sffe can thid't, nham ddp ffng yeu cdu nbiem vu phdt trien kinb te' - xa hdi cua dia phffdng •

TAI LIEU THAM KHAO:

1. Chinh phu (2011) Nghi quye't 30c/NQ-CP Ban hdnh Chuong trinh long the cdi cdch hdnh chinh nhd nUdc giai doan 2011-2020

2. Li Chi Mai (2006), Dich vu hdnh chinh cdng. NXB Ly luan chinh tri. Hd Not

3. Amanfi, J. B. (2012) Service quality and customer satisfaction in public sector organizations: A case study of ihe commission on human rights and administrative justice. Commonwealth Executive Masters m Business Administration.

4. Gibson C. (2009). Using SERVQUAL to assess the customer satisfaclion level of the Oregon HIDTA ISC Analytical unit Hatfield School of Government Executive Master of Public Administration Cohort.

5 Grbnroos, C. (1984). A Service Quality model and its Marketing imlications. European Journal of Marketing.

18(4), 36-44.

6. Nguyen Ngoc Duy PhuOng vd Nguyin Van Nam (2017). Do ludng cung Ung dich vu cong cdp Quan theo kinh nghiem ihUc lien ciia doanh nghiep vd ngUdi ddn: Hdmy thuc thi chinh sdch. Tap chi Cdng Thuong, 7(5). 218-224 7. Parasuraman, A., Zeithaml, V., Berry, L.L.. (1985) A conceptual model of service quality and its implycations for tuiure reseach. Journal of marketing, 49 (fall), 41-50

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TAP GHl GONC THIfdNG

S Parasuraman, A„ Zeithaml. V, Berry, L L, (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(11, 12-40.

9. Parasuraman, A., Zeithaml, V., & Berry, LL, (1991). Refinement and reassessment of the SERVQUAL scale Journal of Retailing, 67(4), 410-450.

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International Journal of Management and Marketing Research, 3(1), 37 -50.

Ngay nhan bai: 6/2/2019

Ngay phan bien danh gia va sufa chiJa: 16/2/2019 Ngay cha'p nhan dang bai; 26/2/2019

Thong tin tdc gfo:

1. TS. N G U Y I N N G O C D U Y PHlJCfNG

Khoa Quan tri Kinh doanh - Trilclng Dai hoc Qu8c te, Dai hoc Quo'c gia TP. H^ Chi Minh 2. HUYNH THUY THUY LINH

Vy ban nhSn dfin phifSng 4, quan Go V«'p, TP. Ht Chi Minh

MEASURING THE PROVISION OF DISTRICT-LEVEL PUBLIC ADMINISTRATIVE SERVICES ACCORDING TO PRACTICAL

EXPERIENCE OF ENTERPRISES AND PEOPLE AT GO VAP DISTRICT - HO CHI MINH CITY

• DR. NGUYEN NGOC DUY PHUONG Faculty of Business Administration

International University, Vietnam Nationoi University Ho Chi Minti City

• HUYNH THUY THUY UNH

Thie Peoples Committee of Ward 4, Go Vap District, Ho Chi IVIinh City

ABSTRACT:

This study was conducted to measure the provision of district-level public admmistrative services according to practical expenence of enterprises and people at the People's Committee of Go Vap District, Ho Chi Minh City. Quantitative research methods were used to survey 300 enterprises and people with the verificiltion of Cronbachs Alpha, Exploratory Factor Analysis and multiple regression analysis. The researchs results showed that there are two factors which directly affect the provision of quality of public administrative services. These two factors are in descending order, namely empathy - assurance and fees. Based on the result, the research proposed some pohcy implications to improve the provision of quahty of public administrative services for enterprises and people.

Keywords: Public atninistrative services provision, perceived service quality, enterprises, people.

110 So 3 - T h d n g 3/2019