NGHIEN CU'U THI/C NGHIEM - KINH NGHIEM
SU^ HAI LONG CUA NGlTdl DAN DOT VOd CHAT LtTOfNG DICH v u HANH CHINH CONG TAI T H A N H PHO BAC GIANG
Dong Trung Chinh Pham Hai Himg Torn tdt: Nghien cuu su hdi long ciia ngudi ddn ddi vdi chdt luang dich vu hdnh chinh cdng tai thdnh phd Bac Giang duoc thuc hien dua tren khdo sdt 287 ngudi ddn giao dich tai bo phan tiep nhdn vd trd hd sa lgi uy ban nhdn ddn thdnh phd Bdc Giang. Ket qud nghien ciru cho thdy mdc dd, dnh hudng cua nhdn td thdi dg phucvu Id quan trgng nhdt (fi = 0,402), tiep den la nhdn td quy trinh thu tuc (^ = 0,291), su tin cay (0=0,244) ca sd vat chdt (0 = 0,204) vd suddngcdm (fi = 0.152). Kit qud nghien cihi cdng cho thdy, khong co su khde bi^t ve cdc ddc diem cd nhdn doi vdi sif hdi long cua ngudi ddn ve dich vu hdnh chinh cong vd su cdm nhdn cita ngudi ddn co su khde biet trong timg linh vifc cu the, timg dia diem nghien cuu cu the Cdc ngdnh djch vu khde nhau vd dia diem khde nhau se cd nhung ddc diem khde nhau, nen viec hiiu chinh cdc thang do cho phu hop Id cdn thiet doi vdi dich vu hdnh chinh cdng
Tu- khoa: Chdt luang dich vu; hdnh chinh cdng::
M6' Ahu
Thanh phd Bac Giang la dia phuong 6hu tidn trong tinh trien khai thyc hien md hinh "Mdt ciia dien tu lien thdng" tigp nhan hd sa va tra ket qua tir thang 1 nam 2008. Den nay, rad hinh nay la mgt trong nhung digm sang ciia ca nuoc ve thyc hien cai each thu tuc hanh chinh (TTHC). Cuoi nam 2009, thanh phd hoan thanh va dua vao hoat dgng Trang thdng tin dien tii. Ngudi dan cd the tra ciiu cac quy trinh, trinh ty giai quygt tai bd phan "mdt ciia" thanh phd, nhu: thii tgc hd so; thdi gian giai quydt; phi, le phi...; ha ciiu tryc tuyen hang thai giai quygt TTHC cua minh nop hd so qua mang intemet ddi v6i hai thii tuc: cap Giay dang ky kinh doanli va cip phep xay dyng. Nam 2011, md hinh
"Mgt ciia dien tu lien thdng" dugc tridn khai thi digm tai phuong Hoang Van Thy va phuong Tran Nguygn Han. Dgn nay, da cd chin phuong, xa lien thdng mdt cua vdi thanh phd dg giai quygt cac TTHC. Dang chii y, thanh phd Bac Giang da ap dyng tidu chuan ISO vao hoat dgng cua UBND, dugc Tdng cue Tieu chuan Do ludng - Chat lugng cap Giay chiing nhan lan dau vao thang 1 nam 2009 va giii virng cho dgn nay.
r hdi long cua ngudi ddn, Bdc Giang.
Nam 2017, thanh pho trign khai thyc hien khau hidu "ba hem" trong cai each hanh chinh: "Chuyen nghiep - Than thien - Hieu qua"; qua dd, tao siic lan tda ddi voi mdi can bd, cdng chiic, vidn chiic va ngudi lao ddng thanh phd, gdp phan day manh cai each hanli chinh, nang cao chat lugng, hidu lyc, hieu qua trong thyc hien nhiem vy; tao su ddng thuan trong xa hdi, cung cd nigm tin trong nhan dan ddi vdi chinh quydn tu thanh phd ddn co sd,
Tuy nhign, viec cai each TTHC dugc thuc hien tir nhigu nam, nhung nhin chung vin phiic tap, phign ha cho ngudi dan, doanh nghiep. Dac biet la trong ITnh vyc cap phep xay dyng, cap giay chung nhan quygn sii dung nha - dk, thu tuc con khd higu, rudm ra. Ty Id hd so giai quygt diing hen tuy ngay cang tang, nhung vSn cdn tinh trang ho sa trg hen, tap trung d cac ITnh vyc dat dai, xay dyng.
Bdn canh nguyen nhan khach quan vd quy trinh thii tyc, cdn do ban che vd nang lyc chuygn mdn nghiep vu cua can bg cdng chiic, mdt so co quan don vi chua kien quydt xii ly kip thdi va nghigm minh nhung can bg cdng chiic thigu tinh than traeh nhiem trong thyc thi cdng vy. Chat lugng dao tao, bdi duong tuy cd nang Ign, nhung vin cdn nang vg ly thuygt, thieu quan tam bdi dudng ky nang va xii
PHAT T R I E N B E N V O N G V U N G Q U Y E N 8, S6 2 (6/2018)
Bong Trung Chinh - Pham Hai Hung Sir hai long cua ngaiti dan...
ly tinh hudng trong quan ly hanh chinh, dac biet la ky nang giao tidp, trinh do ngoai ngii cdn ban ehg... trong qua trinh giai quygt cdng viec.
1. C a so- ly thuyet va mo hinb nghien cihi Dich vu vd chdt luang dich vu: Dich vu dugc hieu la mdt qua trinh tuong tac giua nha cung cap dich vu va khach hang, muc dich ciia viec tuong tac nay nham thda man nhu cau va mong mudn cua khach hang theo each khach hang mong dgi (Zeithaml and Bitner, 2000).
Ddi voi dich vy, chat lugng ddi khi mang tinh chat vd hinh khd nhan biet. Ndi each khac, chat lugng ciia dich vu dugc xac dinh dya vao cam nhan ciia khach hang lign quan dgn nhu cau ca nhan ciia hg (Bui Nguyen Hiing va Nguygn Thiiy Quynh Loan, 2004). Do tinh chat trim tugng va da dang cOa chat lugng dich vy, trong khoang thdi gian tu 1984 dgn 2003, cd 19 md hinh danh gia chat lugng dich vy da dugc cdng bd (Seth et al., 2005). Cac nha nghign ciiu da phan chia cac md hinh nay theo hai trudng phai chinh: Trudng phai BSc Au (Nordic) ma dai dien la Grongroos va trudfng phai Hoa Ky (Parasuraman et al., 1985). Nhin chung, cac md hinh ddu giai thich chdt luong dich vu thdng qua sy cam nhan ciia khach hang trong sudt qua trinh tii tiep can dich vy den thyc hidn, xii ly va cudi ciing la kdt qua san pham dich vy. Theo nhigu nha nghign ciiu, cac md hinh khi ling dyng vao cac loai hinh dich vy tai cac quoc gia khac nhau ddu phai c5n cd sy didu chinh cho phii hgp voi timg nghien ciiu cu thg (Carrillat va cdng sy, 2007).
Hinh 1: MO HINH NGHIEN CUU D £ X U A T
Chdt luang dich vu hdnh chinh cong: Dich vy cdng la mgt boat drag thugc pham vi chiic nang, nhiem vu ciia bg may hanh chinh nha nude, la mgt loai dich vu do cac co quan hanh chmh true tidp thuc hien (hoac uy quydn thuc hidn duoi sy giam sat cua Nha nuoc) nham dap ling nhu cau cua xa hgi va ngudi dan. Con dich vu hanh chinh cdng dugc dinh nghia la nhung dich vy lien quan ddn hoat ddng thuc thi phap luat, khdng nham muc tieu lgi nhuan, do co quan nha nude (hoac td chiic, doanh nghiep dugc iiy quygn) cd tham quyen cap cho td chiic, ca nhan dudi hinh thiic cac loai giay to cd gia tri phap ly trong cac linh vuc ma ca quan nha nude do quan ly. Chat lugng ciia dich vy hanh chinh cong cung khdng nam ngoai nhiing dac tinh chung nhu da ngu trgn. Nghign ciiu vg chii de nay d Anh dugc thyc hien bdi Market and Opinion Research International - MORI (2002) dua trgn thang do SERVQUAL. Ngoai ra, Rodriguez va cdng sy (2009) da ap dyng thang do SERVPERF dg khao sat 400 ngudi d 76 vimg khac nhau tai Tay Ban Nha ve chat lugng dich vy tai tda hanh chinh Tovi'n Hall.
Md hinh nghien ciru: Dya tren md hinh nhan thiic cua khach hang vd chk lugng va sy thda man, cac md hinh nghign ciiu trudc kgt hgp nghien ciru van ban quy pham phap luat, md hinh nghidn ciiu sy hai long ciia ngudi dan ddi vdi chat lugng dich vy hanh chinh cdng tai thanh phd Bac Giang dugc hinh thanh va trinh bay trong Hinh I.
|i Cgsa vai chat ||
| | Sir lin cay
|l Nang life nhan vicn l|
•I Thai (I9 phtic V14 |l
| | Quy trinh thu tuc l|
Ngudn: Di xudt ciia nhdm tdc gid (2017).
PHAT T R I E N B E N V Q N G V O N G Q U Y E N 8, S6 2 (6/2018)
NGHIEN CCrU THU'C NGHIEM - KINH NGHIEM
Ca sd vat chdt: bao gdm noi cung cap dich vu, thiet bi, cdng cy thdng tin va cac phuong tien ky thuat khac, cd tac ddng den sy hai long cua ngudi dan.
Sif tin cay: Sy tm cay la sy ky vgng ciia ngudi dan vd nhirng cam kdt cua co quan hanh chinh nha nude trong qua hmh thuc hien chiic nang cung ling dich vu cong, cd tac ddng dgn sy hai long cua ngudi dan.
Ndng luc nhdn viin: Day chinh la tigu chi hgt siic quan trgng, thg hien tinh quygt dinh trong qua trinh cung cSp dich vy hanh chinh cdng. Neu can bg, cdng chiic cd pham chat, traeh nhiem, du nang luc (nhat la ky nang, nghiep vu) se hoan thanh tdt nhiem vu dugc giao
Thdi do phuc vu: Yeu can ddi vdi cdng chiic lam dich vy hanh chinh la phai biet lang nghe, phai cd kien thiic va ky nang giai quyet cdng viec, biet nhan nai va kigm ehg, bigt dign dat rd rang, co thai do than thien, giai quygt cdng vide kip thdi va tac phong lam viec
Su ddng cdm: ndi dgn sy quan tam cua can bd cdng chiic, day la ygu can ngn tang cua td chiic, thd hien su tan tam phuc vy nhan dan, cd tac ddng den sy hai long cua ngudi dan.
Quy trinh thu tuc: bao gdm yeu cau hd so dau vao, quy trinh xu ly hd so, cd tac ddng dgn sy hai long cua ngudi dan. Trong do gia thuygt cac thanh
Bang 1: B A N G PHAN BO MAU THEO M Q T SO
phin gdp vao chat lugng dich vu cd anh hudng den sy hai long cua ngudi dan ve dich vu hjmh chinh cdng sau:
H|: Co so vat chSt quan he duong voi sy hai Idng cua ngudi dan.
H2: Sy tin cay quan he duong vdi sy hai long cua ngudi dan.
H3: Nang lyc nhan vign quan he duong vdi sir hai long cua ngudi dan.
H4: Thai dg phyc vu quan he duong vol sy hai Idng cua ngudi dan.
H5: Sy ddng cam quan he duong vdi sy hai long ciia ngudi dan.
He: Quy trinh thii tuc quan he duang vdi su hai long cua ngudi dan.
2. Phirong phap nghien ciru
Trong nghidn cuu nay tac gia chgn mau theo phuang phap thuan tien, phat true tigp ngudi dan den giao dich tai bd phan tigp nhan va tra hd sa.
Vdi 300 phidu phat ra, thu vg 289 phieu (ty le dat 96,3%), cd 287 phidu hgp le. Thdi gian lay man tit 25/6/2017 den ngay 25/8/2017 tai Bd phan tigp nhan va tra kdt qua tai Uy ban nhan dan thanh pho Bac Giang. Chi tidt miu va ket qua thu thap man dugc trinh bay hong Bang 1.
THUOC TINH CUA NGU"6l DUOC K H A O SAT Thugc tinh
Gioi tinli
Do tuoi
Hoc van
Loai thii tuc thuc hien Nam Nil Duoi 21 21-30 31-40 Tren 40
Duoi trung hoc pho thong Trung hoc pho thong Cao dang Dai hoc Tren dai hoc Sao y chtmg thuc Ditiig ky kinh doanh Xay dung, dat dai Kliac
S^liroTig 147 140 0 104 125 58 31 53 37 151 15 103 52 114 18
Ty le % 51,2 48,8 0 36,2 43,6 20,2 10,8 18,5 12,9 52,6 5,2 35,8 18,1 39,7 0,62 Nguon: Tong hap tii khdo sat ciia nhom tdc gid (2017).
90 PHAT TRIEN B S N V & N G V O N G Q U Y E N 8, s o 2 (6/2018)
Bong Trung Chinh - Pliam Hai Himg SIT hai long cua ngirtri d3n...
Thdng tin thu thap sau khi dugc lam sach, ma hda va sir dung phan mem SPSS 20 de phan tich.
Thang do su dung trong nghign ciiu mice dd hai long ciia chat lugng dich vy hanh chinh cdng ddi vdi ngudi dan la thang do SERQUAL, phuang phap thang do Linkert 5 miic do, kiem dinh miic dp tin cay cua md hinh bang he sd Cronbach's Alpha dg loai bd bien khdng phu hgp, cac bidn cdn lai dua vao phan tich nhan td kham pha (EFA) va phan tich hdi quy.
3. K^t qua nghien cihi
3.1. Kit qud phdn tich he so Cronbach 's Alpha Nhdm cac ydu td tac ddng den chat lugng dich vy gdm 28 bidn quan sat, trong dd ydu td Su tin cay dugc do bang 05 bidn quan sat, ydu td Su dong cdm dugc do bang 03 bidn quan sat, yeu td Ca sd
Bang 2: KET QUA P H A N TICH CRONBACH'S ALPHA T H A N H PHAN THANG DO CAC YEU TO vdt chdt dugc do bang 03 bien, ydu td Ndng luc cita nhdn vien dugc do bang 04 bien, yeu td Thai do phuc vy cita nhdn vien dugc do bang 06 bien, ygu td Quy trinh thu tuc dugc do bfing 04 bidn va ygu td Su hdi long dugc do bang 03 bidn. Phan tich Cronbach's Alpha, xet bign quan sat cd he sd tuang quan bidn tdng < 0,3 (Hair and et al., 1988, p.l 11) se bi loai khdi phan tich EFA.
Mdi thanh phan ciia cac yeu td phai cd he sd Cronbach's Alpha > 0,6 (Anderson and Gerbing, 1988). Kdt qua phan tich Cronbach's Alpha thanh phan thang do cac yeu td (Bang 2) cho thdy, cac gia tri dgu > 0,6 va he sd tuong quan bidn - tdng cua cac bign quan sat deu Idn ban tieu chuan cho phep la 0,3. Vi vay, cac thang do tren deu dugc sir dyng trong phan tich EFA d budc tigp theo.
Thang do Su tm cay
Su ddng cam Co sd vat chat Nang luc cua nhan vien Thai dd phuc vu ciia nhan vien Quy trinh thii mc Sy hai long
Cronbach's Alpha 0,844 0,859 0,778 0,835 0,845 0,770 0,824 Nguon: Ket qud xu ly so lieu SPSS cua nhom tdc gid (2017).
3.2. Ket qud phdn tich yeu to kham phd EFA Sau khi phan tich Cronbach's Alpha, he sd tin cay cua cac nhdm bign deu Idn hon 0,6 cac he sd tuong quan bidn - tdng deu Idn han 0,3 chi cd bign TDPV2 thap hem 0,3 khdng dii tin cay ndn da bi loai. Do do, khi phan tich nhan td se loai bd bidn TDPV2 va phan tich nhan td dugc tien hanh theo phuang phap trich yeu td Principal Component Analist vdi phep xoay Varimax, kdt qua nhu sau (Bang 3).
Trong phSn tich Cronbach's Alpha, loai tni cac bign bi loai khdi phan tich EFA. Vi vay, thyc hien phan tich EFA voi 24 bidn do luong cac ydu td anh hudng chat lugng dich vy hanh chinh cdng, ket qua dugc nhdm thanh 06 ygu td, do la: Su tin cay, Su dong cdm, Ca sa vdt chdt, Ndng lire ciia nhdn vien, Thdi do phuc vu cua nhdn viin vd Quy trinh thd
tuc (Bang 2). Sau khi sir dyng phuang phap trich yeu td Principal Axis Factoring vdi phep quay Promax khi phan tich nhan td (EFA) cho 28 bidn quan sat ban dau, ket qua cac bign quan sat cd he sd tai nhan td (Factor loading) dgu Idn hon tieu chuan cho phep (> 0,3). Ddng thoi, kidm dinh Bartlett's cho thay, giiia cac bign trong tdng the cd mdi tuong quan vdi nhau (miic y nghTa sig = 0,000
< 0,05) vdi he sd KMO = 0,776 (0,5 < KMO < 1) (Hoang Trgng va Chu Nguyen Mdng Nggc, 2008) chiing td, ph§.n tich EFA cho viec nhdm cac bidn nay lai vdi nhau la thich hgp. Kdt qua phan tich EFA cho thay, cd 06 ygu td dugc trich tai Eigenvalue la 1,658 va tdng phuang sai trich la 65,587% > 50% (Hair and et al., 1988, p . l l l ) , tire la kha nang su dung 06 ygu td nay de giai thich cho 28 bign quan sat ban dau la 58,462%.
P H A T TRIEN B E N VO-NG V U N G Q U Y E N 8, so 2 (6/2018) 91
NGHIEN Ciru THI/C NGHIEM - KINH NGHIgM
Bang 3: KET QUA P H A N TICH NHAN TO K H A M PHA EFA Bien
NLNV2 NLNV4 TDPVi TDPVj NLNV, TDPV, TDPV^
NLNVj TDPV5 STC, STCi STCj STC, STC5 QTTTi QTTT3 QTTTj QTTT(
SDC, SDC, SDC3 CSVC, CSVCj CSVCi
Nhiin to 1
0,823 0,811 0,808 0,779 0,776 0,768 0,742 0,735 0,674
2
0,871 0,804 0,777 0,737 0,655
He so KMO
Gia tri sig hong Idem dinh Bartlett Phirong sai trich
Gia tri Eigenvalues
3
0,817 0,774 0,756 0,703
0,776 0,000 65,587%
1,658 4
0,880 0,838 0,797
0,5 < a < 1
< 0 , 0 5 65,587% > 50%
1,658>1 5
0,826 0,814 0,803
Ngudn: Kit qud xir ly so lieu spss cua nhom tdc gid (2017).
Nhu vay, sau khi phan tich nhan td EFA kgt qua cho chiing ta thay 5, nhan td mdi vdi 24 bidn quan sat dugc riit trich, dat lai tgn va danh gia lai he sd Cronbach's Alpha cho cac thanh phSn riit trich dgu dam bao ve mat thdng kg. Nhu vay, 5
thanh phan thay thg cho 6 thanh phan thidt ke ban dau. Do do, md hinh nghien ciiu ban dau dugc digu chinh cho phii hgp va dg thuc hien cac phan tich tigp theo. Md hinh nghien ciiu mdi sau phan tich nhan td dugc dieu chinh nhu sau (Hinh 2).
Hinh 2: MO HINH NGHIEN CUU SAU PHAN TICH N H A N TO EFA
Ngudn: Kit qud xir ly sd lieu SPSS ciia nhom tdc gid (2017).
92 PHAT T R I E N B E N V O N G V U N G Q U Y E N 8, s o 2 (6/2018)
Bung Trung Chinh - Phgm Hai Hung Sir hiii long cua ngircri dan..,
Dua tren md hinh dieu chinh trgn, gia thuyet nghien ciiu dugc didu chinh nhu sau;
Gia thuygt H|: Kha nang phuc vu bao gdm ky nang chuydn mon, nghiep vu dg hoan thanh nhiem vy dugc giao, thai do phuc vy cua can bd cdng chirc doi vdi ngudi dan tham gia giao dich, cd tac ddng ddn sy hai long ciia ngudi dan.
Gia thuygt H2: Su tin cay la sy ky vgng ciia ngudi dan vg nhung cam kgt ciia co quan hanh chinh nha nude trong qua trinh thyc hien chiic nang cung ling dich vy cdng, cd tac ddng ddn sy hai Idng cua ngudi dan.
Gia thuygt Hj: Quy trinh thii tuc bao gdm ygu cau hd so dau vao, quy trinh xir ly hd so, cd tac ddng dgn su hai Idng cua nguoi dan.
Gia thuygt H4: Sy ddng cam ndi ddn sy quan tam ciia can bg cdng chiic, day la ygu ciu ngn tang
ciia td chiic, the hien sy t$n tam phyc vu nhan dan, cd tac ddng ddn sy hai long ciia ngudi dan.
Gia thuyet H5: Ca sd v^t chat bao gdm noi cung cap dich vu, thiet bi, cdng cu thdng tin va cac phuong tien ky thuat khac, cd tac dgng den su hai Idng ciia nguoi dan.
3.3. Kiim Mnh mo hinh vd^ thuyet nghien cuu Dg tien hanh phan tich hdi quy tuydn tinh bdi, ta phai xem xet mdi tuong quan giiia cac bidn ddc lap vol bidn phu thudc va giiia cac bign ddc lap vdi nhau. He sd tuong quan duong bigu hien mdi quan he cimg chieu, he sd tuang quan am bigu hien mdi quan he ngugc chigu, he sd tuong quan giiia cac nhan td cang Idn thd hien mdi quan he giiia cac bien phu thudc va ddc lap cang chat che. Tir ket qua phan tich he sd tuong quan, cac gia tri cho thay, cac bidn cd tuong quan vol nhau. Bang 3 cd kdt qua cy thg nhu sau:
Bang 3: HE SO T U O N G QUAN Tirffng quan
Xi (Su tin cay X2 (Co sa vat chat) X3 (Sir dong cam) X4 (Kha nang nghiep vu) Xi (Quy trinh thii tuc)
Y. (Sir hai long)
Pearson Correlation Sig. (2- tailed) Pearson Coirelation Sig. (2-tailed) Pearson Correlation Sig.(2-tailed) Pearson Correlation Sig. (2-tailed) Pearson Correlation Sig. (2-tailed Pearson Correlation Sig. (2- tailed)
x,
(Sir tin cay)
1 0,136*
0,021 0,345*
0,000 0,133*
0,024 -0,032 0,585 0,368**
0,000 X2 (Co sij vat chat) 0,136*
0,021 1 0,105 0,076 0,218**
0,000 0,131*
0,026 0,379**
0,000 X, (Sir dong
cam) 0,345*
0,000 0,105 0,076 1 0,284**
0,000 -0,136*
0,021 0,332**
0,000 X4 (Kha nang
phuc vu) 0,133*
0,024 0,218*
0,000 0,284**
0,000 1 0,032 0,593 0,531**
0,000 X,(Quy trinh thu
tuc) -0,032
0,585 0,131*
0,026 -0,136*
0,021 0,032 0,593 1 0,302 0,000
Y (su hai
long) 0,368 0,000 0,379**
0,000 0,332**
0,000 0,531**
0,000 0,302**
0,000 1 0,000 Correlation is significant at the 0,01 level (2-tailed).
Ngudn: Kit qud xir ly sd lieu SPSS ciia nhom ldc gid (2017).
Kdt qua nghidn ciiu cho thay, giua cac nhan td p < 0,05) va tuang quan ygu nhat vdi bien QTTT cd mdi quan he vdi bien phy thugc su hai Idng. (0,302, p < 0,05).
Trong do tuang manh nhSt vdi bign KNPV (0,531,
PHATTRIEN BEN VLfNG VUNG QUYEN 8, SO 2 (6/2018) 93
NGHIEN CU'U THyC NGHIEM-KINH NGHIgM
3.4. Phdn tich hoi quy
Md hinh nghign ciiu va cac gia thuyet dugc kiem dinh bang phucmg phap phan rich hdi quy.
Phuang phap thyc hien hdi quy nham xac dinh vai n-d quan trgng ciia timg nhan td trong viec danh gia mdi quan he giiia sy hai long ciia khach hang khi su dung dich vu va cac thanh phan danh gia dich vy (kha nang phyc vu, sy tin cay, sy ddng cam, quy trinh thii tac, co sd vat chat).
De kiem dinh sy phu hgp cua md hinh, cac nha nghign ciiu su dyng he sd xac dinh R^ (R-quare) dg danh gia miic dd phij hgp ciia md hinh nghidn ciiu, he sd xac dinh R^ dugc chiing minh la ham khdng giam theo so bign ddc lap dugc dua vao md hinh.
Bang 4: KET QUA PHAN TICH HOI QUY
my nhien khdng phai phuong hinh cang co nhieu bign se cang phii hgp ban vdi dir lieu, R^ c6 khuynh hudng la mgt ydu td lac quan ciia thuoc do su phu hgp cua md hinh ddi vdi du lieu hong trudng hgp cd 1 bien giai thich hong md hinh. Nhu vay, trong hdi quy tuydn tinh bdi thudng diing he sd R-quare didu chinh dd danh gia dg phu hgp ciia md hinh vi nd khdng thdi phdng miic do phii hgp cita md hinh. Ben canh do, can kiem tra khdng co hidn tugng da cdng myen bang he sd phdng d^i phuong sai VIF (VIF < 10). He sd Beta chuan hda cua bign nao cang cao thi mirc do tac ddng cua bign do vao sy hai long ciia khach hang cang Idn (Hoang Trgng va Chu Nguyen Mdng Nggc, 2008).
Md hinh
Hang sd Su tin cay Ca sd vat chat Su ddng cam Kha nang phuc vu Quy trinh thu tuc N
R R2 R^ hieu chinh Gia tri thong ke F
He so chira chuan hoa B
-1,356 0,256 0,249 0,137 0,422 0,359
Do lech chuan Std Error
0,275 0,046 0,053 0,041 0,046 0,052
Hes6 chuan hoa
Beta
0,244 0,204 0,152 0,402 0,291
T -4,935
5,503 4,736 3,292 9,133 6,898
Mircy nghia 0,000 0,000 0,000 0,001 0,000 0,000
Thong k& c$ng tuy^n BO chap
nhan ciia bien
0,870 0,923 0,804 0,881 0,958
He so phong d§i phmmg sai VIF
1,149 1,083 1,243 1,135 1,044 287
0,721a 0,519 0,511 60,735 Ngudn: Kit qud xu ly so lieu SPSS ciia nhdm tdc
So sanh hai gia hi R^ va R^ hieu chirih cd the thay, R^ hieu chinh nhd hon R^, digu nay danh gia miic do phii hgp ciia md hinh se an toan hon, vi nd khdng thdi phdng mirc do phu hgp cua md hinh danh gia miic do phu hgp ciia md hinh nghien cim.
Kidm dinh F sti dyng trong bang phan tich phuang sai van la mdt phep kigm dinh gia thuygt ve do phii hgp ciia md hinh hdi quy tuygn tinh tong the, kigm dinh F cd gia tri la 60,735 voi miic y nghia (Sig = 0,000 b) chiing td md hinh hdi quy myen tinh bdi la phii hgp va co thg su dyng dugc.
gid (2017).
He sd phdng dai phuang sai (VIF) Idn nhat la 1,243 < 2 chiing td khdng cd hien tugng da cdng tuydn. Mat khac, qua phan tich ANOVA, ta thay gia tri miic y nghia (Sig. = 0,000 < 0,05) cd nghia la gia thuygt Ho bj bac bd (|3i= p2=p3=p4=p5=0) tiic la tat ca cac nhan td trong phuong trinh ddu co anh hudng den sy hai Idng cua ngudi dan.
Ket qua phan tich cac he sd hdi quy the hien rang, tat ca 5 nhan td ddc lap deu cd tac ddng duong (he sd Beta duong) ddn sy hai long cua ngudi dan vdi miic y nghTa (Sig = 0,00 rk nhd) cf
94 PHAT T R I E N B E N V Q N G VCJNG Q U Y E N 8, s o 2 (6/2018)
Bong Trung Chinh - Phgm Hai Himg SIT bai long cua ngiriti dSn...
tSt ca cac bign va hang sd la cd y nghTa thdng kg va cd be sd B = -1,356 So sanh gia tri (do manh) cua p chuan hda cho thay: Kha nang phyc vy la van de quan trgng nhat, tac ddng Idn nhat den su hai Idng ciia ngudi dan (p = 0,402), kg dgn la quy hinh thii tuc (p = 0,291), sy tin cay (p = 0,244), ca so vat chat (p = 0,204) va sy ddng cam (P = 0,152). Nhu vay, sau khi thuc hien chay bdi quy va kigm dinh cac gia thiet thdng kg, chung ta rut ra md hinh hdi quy cd cac bien co he sd chua chuan hda rihu sau nhu sau:
Y = -1,356 + 0,402*X, + 0,256*X2 + 0,359*X3 + 0,137*X4 + 0,249*X5
(Sy hai Idng = -1,356 + 0,402*Kha nang phuc vu + 0,256*Sy tin cay + 0,359*Quy trinh thii tyc + 0,I37*Su ddng cam + 0,249*Co sd vat chat).
4. Thao luSn v^ khuyen nghi
Kdt qua nghign ciiu da cho thay, cd 5 nhan td anh hudng dgn mite do hai Idng cua ngudi dan la:
(i) Su tin cay; (ii) Co sd vat chat; (ii) Sy ddng cam;
(iv) Kha nang phuc vy; (v) Quy trinh thii tuc. Ket qua nghign ciiu cung cho thay, miic do quan trgng ddi vdi cac nhan td anh hudng len sy hai Idng cua ngudi dan la khac nhau, didu nay dugc thg hien thdng qua tim quan trgng ciia cac he sd Beta trong phuang trinh hdi quy. Nghien ciiu da xac dinh dugc miic dg quan trgng cua cac nhan td tac dgng tryc tiep ddn sy hai Idng ciia ngudi dan la: kha nang phyc vy la quan trgng nhat (p = 0,402), tidp dgn la quy trinh thu tyc (p = 0,291), sy tin cay (p=0,244) ca sd vat chit (p = 0,204) va sy ddng cam (P = 0,152). Dd nang cao sy hai Idng cua ngudi dan ddi vdi chat lugng dich vu hanh chinh, chinh quygn thanh phd BSc Giang can thuc Men cac giai phap sau day:
Thif nhdt, nhan td kha nang phuc vy cd tac ddng manh nhat so vdi cac nhan td khac den sy bai Idng ciia ngudi dan vi cd he sd Beta (vdi p = 0,402). Nhu vay, theo ngudi dan sy hai Idng chat lugng dich vu hanh chinh cdng tai thanh phd Bac Giang thi nhan td kha nang phyc vu la quan trgng nhat anh hudng den su hai Idng ciia ngudi dan, nhung mirc do thda man hi?n nay ciia ngudi dan khdng cao. Vi vay, dd nang cao kha nang phyc vu
ngudi dan can thyc bien cac giai phap: (i) Tap trung bdi duong, nang cao nang luc tri tue nhu tinh nhay ben, kha nang tu duy nhanh va khoa hgc, phan tich diing va kip thdi nhiing van dd mai nay sinh ddng thdi can huan luyen cho can bd cdng chiic cac Idfp ky nang vg chuygn mon nghiep vu va ky nang giao tidp, bdn canh do can tuyen chgn can bg cd nang lyc va tam buyet; (ii) Ddi moi hinh thirc dao tao, bdi duong, chuyen sau vao tiing ITnh vyc, ndi dung hgc tap dap ling nhu cau thyc tien, gan lien vdi thyc tg; (iii) Cd ehg do khen thudng nham tao ddng lyc dg can bg cdng chiic ben canh do can kigm tra thanh tra thudng xuyen dg phat hidn kip thai sai pham va cd hinh thiic xu ly phu hgp.
Thir hai, nhan td quy trinh thu tyc la nhan td quan trgng thii hai so vdi cac nhan td khac ddn sy hai long cua ngudi dan vi cd he sd Beta Idn (vdi p
= 0,291). Ngudi dan chua hai Idng vdi quy dinh ve TTHC cdng, vi vay de cai thien vd nhan td nay, thanh phd Bac Giang can tidp tuc cai each TTHC vdi cac ndi dimg nhu sau: (i) Thudng xuygn ra soat hoac bai bd nhiing quy dinh khdng phii hgp don gian hda TTHC nham loai bd nhirng thu tuc rudm ra, chdng cheo; (ii) TTHC phai linh hoat, dg nham dap kip thdi va tdt nhk nhu ciu cua xa hdi; (iii) Tiep tyc hoan thien, kien toan md bmh co ehg "mgt cira", tign tdi xay dyng co ehg "mgt cira lidn thdng" giiia cac sd, ban, nganh cd chiic nang giai quyet TTHC.
Thu ba, nhan td sy tin cay cd tac ddng manh thii ba den sy hai Idng cua ngudi dan, vi cd he sd Beta (p = 0,244). Dd nang cao sy hai long ciia nguoi dan can thuc hien cac giai phap sau: (i) Xay dung ddi nga can bd cdng chiic vira hdng - viia chuyen, dap ling tot ydu cau nhiem vy dugc giao;
(ii) Xay dung hd so theo ddi qua trinh lam viec, qui dinh hach nhiem rang budc giua cac phdng ban, timg can bd, nham dam bao kdt qua dau ra dugc chinh xac; (iii) Phai cd su phdi hgp chat che giira cac phdng ban chuyen mdn, thudng xuyen ra soat cai tidn quy trinh thii tyc tir khau tigp nhan, thy ly, luan chuyen va tra ket qua dung thdi gian quy dinh.
PHAT T R I E N B E N V O N G VUNG Q U Y E N 8, SO 2 (6/2018) 95
Bong Trung Chinh - Pham Hai Himg Sy h^i long cua nguoi dan...
Thu tu, nhan td co sd vat chat cd tac ddng manh thii 4 den su hai long ciia ngudi dan ddi vdi chat lugng dich vu hanh chinh cdng, nhu vay, dg nang cao mtic do thda man vd ca sd vat chat can thyc hien nhdm giai phap sau: (i) Tai tru sd hgp phan va ha hd so can lap dat cac may tinh tra ciru va cac thu tyc hanh chinh can dugc cdng khai tren may tinh tra ciiu, tai co sd dii lieu qude gia ve thu tuc hanh chinh dam bao thdng nhat, rd rang dg ddi chidu tra ciru ve toan bd quy trinh, van ban phap ly va cac mlu bidu, td khai; (iii) Tai tru sd ciing can bd tri nhigu khu vuc de ngudi dan tim hieu thdng tin, xem tin ttic, doc bao dien tir, in an hd so, thanh toan qua ngan hang tai chd, truy cap mang khdng day mign phi trong thdi gian chd dgi, xem cac trung bay va hudng cac dich vu cdng vdi gia uu dai; (iv) Can trang bi mgt khdng gian thoang mat tien nghi, bd tri timg bd phan hgp ly, tao mdi trudng than thidn hong giao tidp giua cdng chiic va ngucti dan, bdn canh do can bd hi them quay hudng dan, tu van each thiic, hd so cac budc dd tien hanh nop hd so.
Thu ndm, nhan td sy ddng cam cd tac ddng manh thir 5 dgn sy hai Idng cua ngudi dan ddi vdi chat lugng dich vu hanh chinh cdng, nhu vay, dg nang cao sy ddng cam cSn thyc hien nhdm giai phap sau: (i) Do ngudi dan dgn giao djch tai Bg phan tigp nhan hd so va tra ket qua cd trinh do hgc vkn nghd nghiep khac nhau, ndn can bg cdng chiic phai nhan thiic dugc ddi tugng tigp xuc de cd hudng dSn phii hgp vdi sy higu bigt ciia ngudi dan, dam bao hudng dan ludn dg thyc hien doi vdi ngudi dan, thyc hien diing ndi quy, gid giac lam viec cua co quan, tuyet ddi khdng gay phidn ha, vdi vTnh ddi vdi ngudi dan voi muc dich thu Igi ridng; (ii) Bigt lang nghe, biet kigm ehg cam xiic, khi tigp xiic vdi ngudi dan phai biet hudng ve phia ngudi dan, ludn nhin vao mat hg va bidt mim cudi diing luc, khi nguoi dan ndi, can bd giao dich cm bay td sy chii y va khdng nen ngat Idi trir khi muon lam rd mdt van de nao dd; (iii) Bigt tiep nhan thdng tin phan hdi tir nguoi dan dg viec hao doi
tigp nhan mang thdng tin hai chidu, giup cho can bd giao dich nSra bSt thdng tin kip thdi, linh hoat xir ly hd so tham muu cho lanh dao dd dua ra nhiing cai tign va each lam tdt nhat, va giam hot TTHC khdng can thidt trong giao dich.
Kgt qua nghign ciiu giup cho cac nha quan ly nha nuoc danh gia dugc hien trang vg chdt lugng dich vy va mirc do hai Idng ciia ngudi dan ddi vdi chdt lugng dich vy hanh chinh cdng tai Thanh phd Bac Giang ddng thdi thiy dugc nhiing nhan td nao anh huong ddn sy hai long cua ngudi dan, miic dp anh hudng ciia timg nhan td, tu dd ciing ggi y nhiing giai phap cho viec cai thien chat lugng dich vy hanh chinh cdng va sy hai long ciia ngudi dan khi dgn thuc hien TTHC tai bd phan tiep nhan va tra hd so thanh phd Bac Giang.
Nghien ciru nay da nhan thay cd nhung ban ehg nhat djnh nhu: Viec chgn mau cho nghien cim mang tinh thuan tidn, ngn tinh khai quat khdng cao va nghien ciiu mdi chi tap trung dieu tra d mot then diem cy the, vi vay chua danh gia dugc cac xu hudng thay ddi ve su hai Idng cua ngudi dan doi voi chat lugng dich vy hanh chinh cdng; phucmg phap nghign ciiu do ludng sy hai long chua de cap den cac ydu td nhu van hda, phong tuc tap quan...
Kdt lu^n
Nghign cim nay dya trgn quan diem nghien cuu ve chit lugng dich vy, kdt hgp vdi nghien ciiu dinh tinh dd xay dyng va kiem dinh md hinh vd chat lugng trong ITnh vyc dich vu cdng, cung vdi anh huong ciia nd den sy hai Idng ciia ngucri dan tai thanh pho Bdc Giang. Kdt qua cho thdy, chat lugng dich vy hanh chinh cdng chiu anh hudng ciia cac ydu td nhu: thai do phyc vu, quy trinh thu tyc, sy tin cay, co so vat chat va sy ddng cam. Vi vay, mudn nang cao hon nua sy hai long cua nguoi dan thi chinh quydn thanh phd Bdc Giang phai tap trung ngudn lyc va cac bien phap nham cai thien chat lugng cung cap cac dich vu cdng trong thdi gian tdi.
Tai lieu tham khao
Bui Nguyen Himg va Nguyin Thuy Quynh Loan (2004) Qudn ly chdt lu^ng. Nxb Dai hgc Qu6c gia TP.
HCM,tr, 329-331.
96 PHAT T R I E N B E N VIJNG V U N G Q U Y E N 8, SO 2 (6/2018)
B5ng Trung Chinh - Phgm Hai Himg Sy hai long cua nguM dan...
2. Nguyen Dinh Thg va Nguygn Thi Mai Trang (2008). Nghien cuu khoa hgc Marketing - ifng dying md hinh cdu trite tuyin tinh SEM. Nxb Dai hoc Qu6c gia TP. HCM
3. Hoang Trpng va Chu Nguyin Mong Nggc (2008). Phdn tich dif lieu nghiin ciru vai SPSS. Nxb Thdng ke.
4 Carrillat, P., Jaramillo, F. and Mulki. J. (2007). The validity of the S E R V Q U A L and SERVPERF scales.
InternationalJournal of Service Industry Management, Vol. 18 No. 5, 2007, pp. 472-490.
5. Gronroos, C , (1982). An Applied Service Marketing Theory. European Journal of Marketing, 16 (7), p p . 3 0 - 41.
6. Hau, Jr.J.F Anderson, R.E, Tatham, RL and Black, WC (1998). Multivariate Data Analysis. Prentical-Hall International, Inc.
7. Kotler, P. and Keller, K.L (2006). Marketing management Pearson Prentice Hall, New Jersey
8. Lehtinen, U and Lehtinen, J.R (1982). Service Quality: A Study of Quality Dimensions Helsinki: Working Paper, Service Management Institute.
9. Parasuraman, A.,V.A.Zeithaml and L.L.Berry (1985) Aconceptual model of service quality and its imphcations for future research. Journal of marketing, (49), pp. 41-50.
lO.Rodriguez, PG.; Burguete, JLV.; Vaughan, R. and Edwards, J.(2009). Quality dimensions in the public sector: municipal services and citizen's perception, http;//www.springerlink,com/conteiit/gult8508 0314561 w/, June.
11. Seth, N.; Deshmukh, SG. and Vrat, Prenn (2005). Service quality models: A Review. International Journal Quality & Reliability Management, Vol. 22, September.
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13.Zeithaml, V.A. and Bitner, M.J (2000). Services Marketing- Integrating Customer Focus Across the Firm. Irwin McGraw- Hill, Boston.
Thdng tin tac gia:
1. Diing T r u n g Chinh, TS Ngay nhan bai: 7/4/2018 - Don vi cong tac. Trudng Cao ddng Kinh tg Cdng Ngay nhan ban sira: 15/5/2018 nghiep Ha Ngi Ngay duyet dang: 30/5/2018 - Dia chi email, [email protected]
2. P h a m Hai H u n g , TS
- Don vi cdng tac: Tmdng Dai hoc Lao dgng - Xa hoi
PHAT T R I E N B E N VLTNG V O N G Q U Y E N 8, SO 2 (6/2018) 97
