DO LirClNG Sir HAI LONG C M NGlTClI DAN VE CHAT LUONG DICH VU HANH CHINH CONG:
NGHIEN ClJu THUC TE TAI LONG XUYEN, AN GIANG
Phgm Due Chinh' Nguyin Xuan An"
Tom tat
Nghiin cieu ndy xdy dung vd kiem dinh mdt md hinh chdt luang dich vu trong tinh vuc hdnh chinh cdng. Die liiu khdo sdt dugc thu thdp lie 225 cd nhdn vd td chiec da sit dung cdc logi dich vy hdnh chinh edng tgi TP.Long Xuyen, An Giang. Kit qud phdn tich hoi qui cho thdy chdi Ittgng djch vu hdnh chinh edng bi tdc ddng bdi 4 thdnh phdn ea bdn: chdt lugng cdng chitc, Quy trinh ctmg cdp dich vu, Quy trinh xic ly phdn hdi, ca sd vgt chdt. Chdt Ittgng cdng chUc tdc dpng mgnh nhdt den su hdi ldng cua ngudi ddn. Hdm y cho nhd qudn ly dugc rut ra lie cdc kit qud nghiin ciru ndy.
Tir khda: chdt lugng dich vu, hdnh chinh cdng, stt hdi long cua ngudi ddn. Long Xuyin.
Ma si; 182.27091 S Ngdy nhgn bai: 27/09/2015. Ngdy hodn thanh Men tap: 12/10/2015. Ngdy duy^ ddng: 15/10/2015.
Summary
The empirical study has developed and tested a service quality modelin public administration sector Dalawascollecledfrom 225 individuals and organisations, who has usedpublic administration service in Long Xuyen, An Giang province. The results shown that quality of public administration services was affected by 4 main factors: staffs' quality, service provision process, feedback process and infrastructure. Among those, Ihe quality of governmental staff was Ihe strongest factors
Key words: service quality, public administration, citizen satisfaction. Long Xuyen.
Paper No. 182.270915. Date of receipt: 27/09/2015. Date of revision: 12/10/2015. Dale of approval: 15/10/2015.
\. Gioi thieu nghien ciru va ranh gioi cua hanh chinh cong hay nen Hanh chinh cong la thilt chl thyc hien hanh chinh phu thugc vao loai hmh va quy mo quyln hanh phap, dua chinh sach, phap luat cua moi nha nuoe. Cung ting dich vu cong la vao cuoc sing. N i n hanh chinh la khai niem mpt trong nhung chuc nang ca ban ma cac nha ting quat, bao g i m cac ylu t l : he thing thl nuoe giao cho nen hanh chinh dam trach.
che, phap luat, thu tuc hanh chinh; chuc nang, Nhiing no iyc cua cac co quan hanh chinh nhiem vu, co cau to chiic va co che van hanh nha nuac a Long Xuyen v l viec triln khai ap cua bg may hanh chinh nha nuoe cac cap; dgi dung he thong quan ly chit lugng ISO vao ngu can bg, cong chiic; nguon lye tai chinh, quy trinh xti ly cong viec da cai thien dang k l cong san va cac dieu kien vat chat, ky thuat chat lugng phuc vu nguai dan. Tuy nhien, viec dam bao thyc thi cong vu hieu qua. Dac trung danh gia ket qua chii yeu dya tren khli lugng
• PGS, TSKH, Dai hgcKinh tg - Luat, DHQG - HCM; Email: [email protected]
" Dai hoc Kinh tS - Luat, DHQG - HCM
sa' 78 (12/2015) Tap chi KINH TE DOI NGOAI 29
cong viec dat dugc, ti le cac hi so diing han va tri han, nhung nguyen nhan anh huong v.v..., nghTa la danh gia tu goc do ngucri cung cip dich vu. Phia thu huong dich vu - nguoi dan - cam nhan hay hai long nhu thl nao thi chua dugc danh gia va tim hieu day dii.
Do do nghien ciiu ciia nh6m chiing toi voi muc dich danh gia miic do hai long ciia nguoi dan trong viec sti dung dich vu nham xac dinh cac ylu t l ciu thanh chit lugng dich vu hanh chinh cong va cac anh huong ctia n6 din sy hai long cua nguai dan dia phuong khi sti dung dich vu do Nha nuoe a dia phuang cung cap.
2. Co so- ly thuyet va mo hinh nghien cihi 2.1. Dieh vu cong vd y nghia cua viic do ludng su hdi long vi chdt lugmg dich vu cong Trong mgt thoi gian dai, nhieu nha nghien Cliu da CO gang dinh nghTa chat lugng dich vu.
Theo Zeithami (1987), chit lugng dich vu la sy danh gia ctia khach hang (la nhiing nguai dugc cung cap dich vu) ve muc do tuyet voi hay hoan hao noi chung ciia mgt thyc the; no la mgt dang cua thai do va cac he qua tu sy so sanh giua nhimg gi dugc mong dgi va nhan thiic ve nhttng thii ma khach hang nhan dugc.
Chat lugng dich vu thuong mang tinh chit vo hinh rat kho nhan bilt. Noi each khac, chit lugng cua dich vu dugc xac dinh dua vao cam nhan cua khach hang lien quan din nhu ciu ca nhan cua hg. Chit lugng dich vu thuang dugc xem la mpt yeu tl tien quylt, mang tinh quylt dinh den su canh tranh dl tao lap va duy tri moi quan he voi khach hang. Quan tam din chat lugng djch vu se lam cho mgt tl chiic khac vol nhttng tl chiic khac va dat dugc lgi the canh tranh trong lau dai (Morre, 1987).
Lehtinen (1982) cho ring, chit lugng dich vu
phai danh gia tren hai khia canh: (1) qua trinh cung cip djch vu va (2) kit qua nhan dugc cua dich vu.
Gronroos (1984) cung dl nghi hai thanh phin ctia chit lugng dich vu, do la (1) chat lugng ky thuat, do la nhttng gi ma khach hang nhan dugc va (2) chit lugng chiic nang, dien giai dich vu dugc cung cap nhu the nao. Tuy nhien, khi noi din chit lugng dich vu, chung ta khong thl nao khong de cap den Parasvu-aman (1988, 1991) dinh nghTa chit lugng dich vy la "miic do khac nhau giua sy mong dgi ciia ngudi tieu dimg vl dich vu va nhan thiic cua hg vl kit qua ciia dich vu". Cac tac gia nay da khoi xuong va su dung nghien ciiu dinh tinh va dinh lugng dl xay dung va kilm dinh thang do cac thanh phin cua chit lugng dich vu (goi la thang do SERVQUAL).
Nhu vay, chit lugng dich vu co the thiy nhttng dac diem co ban sau: (1) Kh6 khan hon trong viec danh gia chat lugng so vol chit lugng ctia hang hoa httu hinh; (2) Nhin thiic ve chat lugng dich vu la ket qua cua qua trinh so sanh gitta sy mong dgi ciia khach hang ve chat lugng ma dich vu cu the mang lai nham dap ting nhirng mong dgi do; (3) Khach hang khong chi danh gia ket qua mang lai cua mgt loai dich vu nao do ma con phai danh gia tien trinh cung cap ctia no dien ra nhu the nao.
Doi vod nhttng dich vu do co quan hanh chinh nha nuac cung cap tryc tiep cho nguoi dan, gan lien viec thuc hien chiic nang quan ly nha nuoe, dap ung sy mong dgi ctia mot nhom lgi ich va muc tieu ctia to chiic. Vi v^y, loai chat lugng dich vu nay dugc danh gia dua tren viec thyc thi phap luat diing quy dinh va trach nhiem, thai do phuc vu cua cong chiic,
30 Tap chi KINH TE DOI NGO^I S6'78 (12/2015)
dao bao cac quyln, lgi ich hgp phap cua cong dan, duy tri trat ty an ninh va phat triln xa hgi.
Chat lugng dich vu hanh chinh cong la mgt thuoc do quan trgng dli voi hoat dgng cua cac CO quan hanh chinh nha nuoe. Tuy nhien, lgi nhuan khong phai la muc dich ctia cac co qvian cong quyen, vi hg con phai thyc Men nhilu chiic nang khac nhu h i trg on dinh cho sy tang truong, dieu chinh nhip do tang truang va dinh huong tang truang (Arawati va cgng sy, 2007).
Chiing ta co the hieu, chit lugng dich vu hanh chinh cong la kha nang thoa man cac yeu can cua to chiic va ca nhan ve cung iing dich vu hanh chinh cong vod san pham cu the la cac quyet dinh hanh chinh. De danh gia chit lugng dich vu hanh chinh cong, chiing ta cin phai xac dinh cac tieu chi co ban anh huong den chat lugng dich vu hanh chinh cong. Vi n6 la CO so de tim ra giai phap nang cao chat lugng dich vu hanh chinh cong. Nhung yeu to anh huong den chat lugng dich vu la: Khd ndng tiep cdn dieh vu. He thdng hdnh chinh minh bgch, Khd ndng cung cdp linh hogt vd nhanh chdng, Cdng khai minh bgch, Ndng lue chuyen mdn cua cdn bp cPng chiic, Thdi dp lich su vd nhiet tinh ciia cdn bp cdng chicc, Su tin nhiem trong viee cung cdp dich vu.
Ngay nay, hau het cac quoc gia deu chti trgng cai thien chat lugng dich vu hanh chinh cong, do cac xa hgi dan chu deu xem rang dap ling cac nhu cau ctia nguoi dan la nhiem vu dau tien va quan trgng ctia Chinh phii. Chat lugng cua cac dich vu doi vod ngucri dan la the hien sy miic do phat trien cua mgt xa hgi.
Co the noi danh gia ban dau ciia nguoi dan dli vcd Chinh phti chinh la 6 chit lugng cac dich vu do cac co quan hanh chinh cong cung
cip. Mli quan he gifta ngucri dan va cac co quan hanh chinh nha nuac dugc keo lai gan hon cvmg voi xu the cai thien chat lugng dich vu cong. Cac cong nghe tien tien cho phep con nguai the hien cac nhu cau ciia minh doi vdi xa hgi. Con ngudi ngay cang co hgc van cao hon cvmg vdi nhirng yeu cau ngay cang cong bang doi vdi xa hgi dan chii doi hoi sy minh bach hern, hieu qua hon ciia khu vyc hanh chinh nha nudc.
Sy hai long cua ngudi dan la ket qvia cua sy cam nhan va nhan thiic, d do nhieu chuan dugc so sanh vdi sy thyc hien cam nhan dugc. Neu cam nhan ve sy thyc hien mgt dich vu thap hon mong dgi, khach hang khong hai long.
Ngugc lai, neu cam nhan vugt qua mong dgi, khach hang se hai long. Trong ITnh vyc hanh chinh cong, sy hai long ctia ngudi dan chinh la sy hai long ve nhttng gl ma dich vu nay cung cap CO the dap iing tren hoac dudi miic mong muon cua hg. BChi de cap den khia canh chat lugng dich vu hay miic do hai long ctia ngudi dan thi yeu cau dat ra doi vdi co quan hanh chinh la lam sao nit ngan khoang each gitta ky vgng cua ngudi dan va kha nang dap iing thyc te cua CO quan hanh chinh. Mat khac, sy hai long ciia ngudi dan la mgt trang thai chti quam, khong dinh lugng dugc nen viec do ludng se la khong phai liic nao ciing co dugc ket qua cliinh xac, do vay ddi hoi Quy trinh thilt kl nghien ciiu phai chat che, viec lay miu khao sat va phan tich xvr ly so lieu thing ke phai tuan thu nguyen tac khoa hgc.
Viec do ludng sy hai long ctia khach hang giiip dat dugc cac muc dich: Hieu dugc miic do hai long ctia ngudi dan de quyet dinh cac hoat dgng nham nang cao chat lugng dich vu, cung nhu hieu qua phuc vu ctia chinh quyln nha nudc; Neu kit qua khong dat dugc hoac
S6'78 (12/2015) Tapchi KINH TE D6'I NGOAI 31
miic do hai long ciia ngudi dan thap thi nguyen nhan cd the dugc tim hieu va hoat dgng khac phuc cd the dugc thuc hien; Biet dugc y kien danh gia mgt each khach quan, mang tinh dinh lugng cua ngudi dan ve chat lugng chung ciia to chiic. Ngudi dan la ngudi thu hudng dich vu, do do su danh gia tvr ngudi dan dam bao tinh khach quan vi ket qua dich vu tac dgng true tiep quyen lgi ciia hg hay ndi each khac hg danh gia cam nhan cua minh vl chinh kit qua dich vu ma hg nhan dugc.
De biet chae y nguyen cua ngudi dan, trong nhilu trudng hgp, hanh vi ciia ngudi dan anh hudng nhu the nao bdi sy tiep xiic trong qua trinh su dtmg dich vu. Dl xac dinh tinh nang ciia dich vu co anh hudng nhilu nhit den chit lugng dugc tiep nhan tu nhung gdp y ciia ngudi dan, co quan quan ly nha nudc thiy dugc nhtmg thii tuc hanh chinh nao cdn rudm ra, phiic tap can cai tien, nhttng phat sinh trong xa hgi, ma cac quy dinh cua phap luat cin dilu chinh cho phii hgp vdi thyc tl, nhim bao dam quyen lgi ciia ngudi dan va cong tac quan ly xa hoi ciia Nha nudc. Dl xac dinh xem ngudi dan tilp nhan mgt each thien chi hay khdng thien chi doi vdi nhttng tinh nang cu thl. Thii tuc hanh chinh mang tinh bit bugc, vi vay thong qua khao sat co quan cong quyln biet dugc thai do ciia ngudi dan khi tham gia sir dung dich vu, tir do cd phuong phap thich hgp nhu tuyen truyen dl ngudi dan hilu quyln lgi, trach nhiem khi tham gia svt dung dich vu hoac dilu chinh thii tuc cho phu hgp.
De dy bao nhitng cai tiln quan trgng nhim dat chat lugng dugc danh gia cao nhit, thong qua danh gia ciia ngudi dan, co quan hanh chinh cd the dy doan, nhung ddi hdi hoac nhung gdp y thiet thuc ma xa hgi yeu ciu, tvr dd cd nhttng
dinh hudng cai each phu hgp cho sy phat tri^n, De so sanh chat lugng cong viec cua cac b?
phan trong tl chiic, thong qua kit qua khao sat lanh dao thay dugc chat lugng dich vvi ciia tvmg bg phan tu dd cd nhung dilu chinh cho phu hgp. De xac dinh nhiing mong dgi va yeu cau ve chat lugng ma dya vao do ngudi dan thudng danh gia to chiic vdi moi dich vu ma to chiic cung cap.
Qua ket qua khao sat nhu ciu cua nguoi dan ve dich vu, co quan quan ly bilt dugc xu hudng ngudi dan danh gia ve chit lugng cua to chiic, tu do cd nhiing dieu chinh phii hop vdi xu hudng dd vua bao dam quyln lgi ngucri dan va hieu qua quan ly nha nudc.
Theo Tony Bovaird & Elike Loffler(1996):
Quan tri cong chit lugng cao khong chi lam gia tang hai long ciia khach hang vdi dich vu cong ma cdn xay dyng sy trung thyc trong quan tri cong thong qua qua trinh mmh bach, trach nhiem giai trinh va dli thoai dan chu.
Danh gia khu vyc cong trong cung cip dich vu hanh chinh cong phai dugc hilu bing chit xiic tac trach nhiem cua xa hgi dan su nang dgng, thdng qua hoat dgng ciia cong dan va cac nhdm lgi ich.
Vi vay, tam quan trgng cua viec nang cao sy hai long ciia ngudi dan dli vdi dich vu hanh chinh ciia mgt co quan, t l chiic cong quyln la nen tang, dgng lye dl khu vyc cdng tiln hanh cac hoat dgng thudng xuyen ciia minh, nang cao hieu lye, hieu qua hoat dgng ciia bo may quan ly nha nudc. Dich vu cdng mang tinh bit bugc nen mgt sd trudng hgp cac co quan to chiic lgi dung quyln luc dd dl khdng cung cap cac dich vu vdi chit lugng tit nhit hoac nay sinh tinh trang quan lieu, tham nhung. Do ludng su hai ldng ctia ngudi dan la mgt giai 32 Tap chi KINH TE DOI NGOAI
S6'78 (12/2015)
hap nham lam trong sach va nang cao hieu ua hoat dgng cho t l chiic cdng, dam bao ung cip dich vu hanh chinh tit nhit, thiic day en trinh cai each hanh chinh, hien dai hda bg lay nha nudc, ciing co duy tri sy dn dinh va hat trien ctia xa hdi.
Dich vu hanh chinh cdng la loai hinh dich u gan lien vdi chtic nang quan ly nha nudc ham dap iing yeu cau cua ngudi dan (Dd )inh Nam, 2010; Le Chi Mai, 2006). Do vay, ho den nay, doi tugng cung iing duy nhat cac lich vu cdng nay la co quan cdng quyen, dya ren nhung qui djnh cua phap luat. Ngudi dan tugc hudng nhttng dich vu nay khdng theo [uan he cung cau, ngang gia tren thi trudng, na thong qua viec ddng le phi hoac phi cho
;ac CO quan hanh chinh nha nudc. Cac cdng dec do CO quan hanh chinh nha nudc thuc lien nam trong pham tni djch vu cdng, the lien mdi quan he giua nha nudc va cdng lan, trong mdi quan he nay cdng dan thyc lien dich vu nay khdng cd quyen lua chgn na phai nhan nhttng dich vu bat budc do nha ludc quy dinh. D I thyc hien chvrc nang nay iha nudc phai tien hanh nhttng hoat dgng )huc vu tryc tiep nhu cap giay phep, giay
;himg nhan, dang ky, cdng chiing, thi thyc, 10 tich.... Ngudi dan dugc hudng nhung dich /u nay khdng theo quan he cung cau, ngang pa tren thi trudng, ma thdng qua viec ddng e phi hoac phi cho cac co quan hanh chinh aha nudc. Phin le phi nay mang tinh chat hd rg cho ngan sach nha nudc.
Dich vu hanh chinh cdng cd cac dac diem:
T) Viec cung iing cdng ludn gan vdi tham juyin va hoat dgng cua cac co quan hanh
;hinh nha nudc, mang tinh quyen lye phap y, trong viec thyc hien cac quyen va nghTa
vu cd tinh phap ly ciia cac td chiic va cdng dan nhu cip cac loai giay phep, cac dich vu thu cua ngan sach, giai quylt khieu nai td cao, va v.v... Cac hoat dgng nay khdng the uy quyln cho bit ky td chiic nao ngoai ca quan hanh chi'nh Nha nudc thyc hien va chi cd hieu lye khi dugc co quan hanh chinh Nha nudc thyc hien ma thdi. Nhu cau dugc cung ling cac dich vu cdng khdng phai la nhu cau ty than ma xuat phat tu cac quy dinh cd tinh chit bit budc cvia Nha nudc, nham dam bao trat ty va an toan xa hdi, thyc hien chtic nang quan ly mgi mat ddi sdng xa hgi.
(2) Dich vu hanh chinh cdng khdng thugc vl chiic nang quan ly nha nudc, nhtmg nham phuc vu cho chtic nang quan ly nha nudc. (3) Dich vu hanh chinh cdng la nhttng hoat ddng khdng vu lgi, chi thu phi la le phi nop ngan sach nha nudc (theo quy dinh chat che ctia CO quern nha nudc cd tham quyen). (4) Mgi cdng dan va td chiic deu cd quyen binh dang trong viec tiep nhan va svr dung cac dich vu hanh chinh cdng vdi tu each la ddi tugng phuc vu cua chinh quyen.
Nhu vay, dich vu hanh chinh cdng la nhung hoat dgng giai quyet nhung cdng vice cu the lien quan den cac quyen va nghTa vu co ban cua cac td chiic va cdng dan dugc thyc hien dua vao tham quyen hanh chinh - phap ly cua nha nudc.
2.2. Gia thuyit vd mo hinh nghien ciru de xudt
Cac nha nghien cilu deu nhat tri ring, md hinh khi ilng dung vao cac loai hinh dich vu tai cac qudc gia khac nhau deu phai can cd sy dieu chinh cho phii hgp vdi tung nghien cuu cu thl (Candllat & etg, 2007). Mokhlis (2011) thyc hien d Thai Lan dya tren thang do
J6'78 (12/2015) Tapchi KINH TE DOI NGOAI 33
SERVQUAL. Rodriguez (2009) da ap dung thang do SERVPERF dl do ludng chit lugng dich vu tai tda hanh chinh Town Hall, Tay Ban Nha. Cac nghien ciiu cho thay hau hit cac tieu chi deu cd cac ndi dung tucmg ty cac thanh phin cua SERVPERF va dugc cau tnic lai, dilu chinh cho phu hgp hon. Dieu nay tao CO sd cho viec van dung vao nghien ciiu ctia chiing toi trong bdi canh Viet Nam.
Cac gia thuyet nghien cuu:
Chat luffng dpi ngu cdn bg, cdng chuc:
Kha nang chuyen mdn cua can bg cdng chiic chinh la chia khda dan den viec cung cap dich vu chat lugng (Villoria 1996). Cac hanh vi ling xvt ciia can bg cdng chiic khi tiep xtic vdi cdng dan va td chtic thyc sy la quan trgng bdi vi hg tryc tiep cung cap dich vu (Eiglier va Langeard 1987). Khi can bd cdng churc tiep xiic, giao tiep vdi cdng dan mdt each than thien va vui ve la mdt yeu td quan trgng gdp phan vao viec nang cao chit lugng dich vu. Nghien ciiu ciia Rodriguez (2009) cung da cho thay yeu td chat lugng cdng chuc cd tuong quan den sy hai long cua ngudi dan. Tu dd, gia thuyet dugc de xuit:
Gia thuyet HI: Chat lugng cdng chiic anh hudng thuan chieu den sy hai long ciia ngudi dan.
Cff sd vgt chdt phuc vu: Dd chinh la chit lugng cua phuong tien phuc vu va hd trg trong qua trinh cung cip dich vu cho ngudi dan.
Nghien ctiu cua Rodriguez (2009) da cho thiy yeu t l CO sd vat chit cd tuong quan din sy hai long cvia ngudi dan. Tu dd, gia thuylt thu hai dugc de xuit:
Gia thuylt H2: Co sd vat chit cua co quan hanh chinh anh hudng thuan chilu din sy hai long cua ngudi dan.
Khd nang tiep can dich vu di ddng: Thu tuc hanh chinh linh hoat du de thich ung nhanh chdng va vdi chi phi tdi thilu khi cong dan va t l chiic yeu cau thay ddi. Nghien ciiu ctia Rodriguez (2009) da cho thiy ylu tl, kha nang tiep can dich vu de dang cd tuong quan din sy hai ldng ciia ngudi dan. Tut do, gia thuylt thu ba dugc d l xuat:
Gia thuyet H3: Kha nang tiep can dl dang ciia dich vu hanh chinh cdng anh hudng thuin chilu din sy hai long ciia ngudi dan.
Quy trinh cung cap dich vu cong: Cac van ban hudng dan phai sii dung ngdn ngti phii hgp vdi trinh do cua cdng dan. Thii tuc va quy trinh don gian, ro rang, de hieu. Su da dang cvia cac cdng viec hanh chinh cd the lam cho nd khd hieu nhvmg nham dam bao hai long cua khach hang phai don gian hda cac quy trinh. Nghien ciiu ciia Rodriguez (2009) da cho thay yeu td quy trinh cvmg cip dich vu co tuong quan den sy hai long ciia ngudi dan. Tir do, gia thuyet thii tu dugc d l xuit:
Gia thuyet H4: Quy trinh cung cip dichvu hanh chinh cdng anh hudng thuan chilu den sy hai long ciia ngudi dan.
Thdi gian cung cdp: Thdi gian chd doi de tiep nhan va giai quylt h i so, viec tra kit qua giai quyet h i so cd dam bao thdi gian qui dinh. Nghien ctiu ctia Le Dan (2011) da cho thay ylu td thdi gian cung cip dich vu co tuong quan den sy hai ldng cua ngudi dan. Tir dd, gia thuylt thii nam dugc d l xuit:
Gia thuylt H5: Thdi gian cung cip dich vu dugc dam bao cd anh hudng thuan chilu din sy hai long ctia ngudi dan.
Quy trinh xuly phdn hdi: Chic chin, cong dan va td chuc phai bilt ngudi phu trach hi so
34 Tap chi KINH TE DO'I NGOAI S6'78 (12/2015)
CHAT LVrONG DOl NGU CONG CHITC
CO Sd VAT CHAT PHUC VU
KHA NANG TIEP CAN DICH VU
QUI TRiNH CUNG CAP DICH VU
THOI GIAN CUNG CAP DAM BAO
QUI TRlNH XH LY PHAN H 6 I
s y HAI LONG CUA NGirdl DAN VE CHAT Ll/ONG DICH
v y HANH CHINH C 6 N G TAI LONG
XUYEN
• Long tv h4o,
• Su Gan bd,
• Su ti6p tuc
Hinh 1: Mo hinh nghien cihi de xuat ua hg... Ndi each khac, cdng dan va td chtic
5 the lien he de nhan dugc hd trg hoac khieu ai (Ldpez va Gadea 1995). Kha nang nhan ugc thdng tin hanh chinh cua cdng dan va td hue cd anh hudng rat ldn den tinh cdng bang a binh dang trong cung iing dich vu (Epstein 991). Nghien ciiu ctia Le Dan (2011) da cho lay yeu td xti ly phan hdi kip thdi cd tuong uan den sy hai long ctia ngudi dan. Tu dd, gia vuyet thii sau dugc de xuat:
Gia thuyet H6: Quy trinh xu ly phan hdi kip ldi anh hudng thuan chieu den sy hai ldng ua ngudi dan.
Nhirng thao luan vdi cac chuyen gia trong inh vyc do ludng sy hai ldng ve chat lugng ich vu giiip chiing tdi cd ban cau hdi khao at day dti. Ban cau hdi dugc thiet ke gdm 26 au hdi, tuong img 26 bien quan sat, trong dd d 23 biln quan sat thugc 6 thanh phan chat irgng dich vu hanh chinh cdng anh hudng len sy hai ldng cua ngudi dan, 3 bien quan at thugc thanh phan hai long.
3. Thiet ke Quy trinh nghien cihi Miu dugc phat ra la 250, ket qua cd 225 tliu hgp le va diing muc dich khao sat.
STT
1
2
3
4
Bang 1. Mo ta mau
Noi dung Gidi tinh Nam Nil Do tudi Dudi 25 tudi Tvr 25 den 34 tudi Tvi 35 din 44 tudi Tren 45 tudi Nghe nghiep Cdng ivhan vien Giao vien Kinh doanh Bac sy Nghe khac Trinh do hoc van Phd thdng Trvmg cap Cao dang Dai hgc trd len
nghien cihi
s6
ngudi 225 125 100 225 42 84 67 32 225
75 21 66 11 52 225
40 47 47 91
Tyle (%) 100 55,6 44,4 100 18,7 37,3 29,8 14,2 100 33,3 9,3 29,3
4,9 23,1
100 17,8 20,9 20,9 40,4
16'78 (12/2015) Tap chi KINH TE DOI NGOAI 35
Sau khi thing ke mau khao sat, xil ly sd lieu dugc ap dung tren phin mem SPSS 20, cac kit qua dugc thl hien trong cac md ta dudi day.
4. Phan tich ket qua
Sau khi phan tich nhan td kham pha vdi phucmg phap trich ylu t l Principal Component va phep xoay Varimax de loai bd dan nhimg biln CO he sl tai nhan to (loading factor) nhd hon 0,3. Kit qua thu dugc cho thay sau khi loai bo cac bien khdng dam bao do tin cay, thang do con lai 19 biln dugc trich thanh 4 nhan tl.
Kit qua kilm dinh Bartletts vdi miic y nghia Sig = 0.000 < 0.05 chiing td dir lieu dimg dl phan tich nhan tl la hoan toan thich hgp; he sl KMO = 0,912 > 0,5 phan tich nhan tl dl nhdm cac biln lai la rat thich hgp. Phuang sai trich da dat yeu ciu (>50%), va kha nang sii dung 4 thanh phin nay giai thich cho 19 bien quan sat la 63,142%.
Bang 2: Ket qua kiem d|nh thang do Bien quan sat
Chat lugng ddi ngti cdng chiic (CLCC)
Quy trinh cung cap dich vu (Q TDV)
Casd vat chit phucvy (CSVC) Quy trinh xir ly phan hii (XLPH) Su hai long cita ngudi dan ve chat lugng dich vu (HL)
Cronbach Alpha
0,859 0,858 0,805 0,839 0,780 Ket qua kilm tra do tin cay cua thang do cho thay, tat ca cac thanh phin deu cd Cronbach alpha ldn hon 0,6 va cac bien quan sat thugc cac thanh phan nay deu cd he sl tuong quan bien tong ldn hon 0,3. Do dd, cac biln thugc cac thanh phin nay dlu dam bao do tin cay
dl phan tich hdi quy. Nhu vay, thang do cu^
cvmg bao gdm 5 thanh phan: (1) Chat luon cdng chiic dugc do ludng bing 7 biln qua sat, (2) Quy trinh dich vu dugc do ludng bin:
5 biln quan sat, (3) Co sd vat chit dugc d ludng bing 4 bien quan sat, (4) Xu ly phan hfi dugc do ludng bang 3 biln quan sat va (5) Si hai ldng dugc do ludng bang 3 bien quan sat Md hinh chinh thtic dugc dilu chinh lai vo cac gia thuyet:
HI: Chit lugng dgi ngii cdng chiic co anl hudng thuan chieu den su hai ldng cvia nguo dan.
H2: Quy trinh cung cip dich vy anh huonj thuan chilu din sy hai long ctia ngudi dan.
H3: Co sd vat chit cd anh hudng thuai chieu den sy hai long ciia ngudi dan.
H4: Quy trinh xti ly phan hii anh huonj thuan chilu din sy hai ldng ciia ngudi dan.
Bang 3: Ma tran he so tuong quan
CLCC QTDV CSVC XLPH HL
CLCC 1 0,601"
0,606"
0,459"
0,712"
QTDV 0,601"
1 0,532"
0,482"
0,612"
CSVC 0,606"
0,532"
1 0,410"
0,585"
XLPH 0,459"
0,482"
0,410"
1 0,546"
HL 0,712"
0,612"
0,585"
0,546"
1 He sd tuong quan trong bang tren cho thaj miic dd tuong quan tuyin tinh cua bien pht thugc sy hai long va cac biln dgc lap khonj qua cao. He sd tuong quan ldn nhit la gift bien phu thugc HL va bien ddc lap CLCC (0,712) va nhd nhat la giOa biln phu thuoc HI va biln ddc lap XLPH (0,546). Nhu vay,c(
the ket luan gi&a bien phu thugc HL va ci bien dgc lap cd mdi lien he tuong quan kli chat che va cac bien ddc lap nay cd the d*
30 Tap chi KINH TE DOI NGOAI S6'78(12/201!
Bang 4: Bang torn tat cac he so hoi quy Mo hinh
Beta Constant
Chit lugng cdng chiic (CLCC) Quy trinh cung cip dich vu (QTDV) Co sd vat chit (CSVC)
Quy trinh xti ly phan hii (XLPH)
Hf so chira duffc chuan hoa Std. Error 0,197 0,422 0,190 0,156 0,182
0,206 0,060 0,059 0,057 0,045
He so beta da chuan hoa
0,417 0,183 0,151 0,204
Y nghia 0,340 0,000 0,001 0,007 0,000
CHAT LtrgNG Dgi NGO C 6 N G CHtiC
c a s d VAT CHAT PHVC v y
QUI TRINH CUNG CAP DICH Vy
QUI TRINH XC LY PHAN HOI
s y HAI LONG CUA NGl/OfI DAN VE
CHAT LU^gtNG DICH VXJ HANH CHINH CONG TAX
LONG X U Y £ N
• L6ng t^ h^o,
• Sy GSn b6,
• Sy tiep tyc
J yao md hinh de giai thich bien phu thugc sy
^lai ldng. Do dd, cac yeu td dap iing dieu kien
^le dua vao phan tich hdi quy.
- Ket qua phan tich hdi quy cho thay, md fjiinh cd R2 = 0,609 va R^ dilu chinh = 0,601.
j^ghTa la, do thich hgp cua md hinh la 60,1 % f lay 60,1% sy bien thien ctia bien sy hai ldng
lugc giai thich chtmg cua 4 bien ddc lap. Phan
^ich ANOVA thl hien thdng sd F = 85,496 vdi .^;ig.= 0,000 chung td md hinh hdi quy xay 'lyng la phu hgp vdi bd dvr lieu thu thap dugc, 'a cac bien dua vao deu cd y nghia ve mat hdng ke vdi miic y nghia 5%. Nhu vay, cac ''lien ddc lap trong md hinh cd quan he vdi
So do 2: Mo hinh nghien cmi chinh thirc
lien phu thuoc.
Bl' . , , , . Ket qua bang 4 cho thay, cac yeu td: Chat , ugng cdng chiic, Quy trinh dich vu, Co sd
vat chat va Quy trinh xu ly phan hdi cd anh hudng quan trgng den sy hai ldng ctia ngudi dan d miic tin cay 95%. Trong md hinh nay, sy hai ldng ciia ngudi dan chiu anh hudng nhieu nhat tu Chat lugng cdng chiic (beta = 0,417), tiep theo dd la Quy trinh xti ly phan hdi (beta
= 0,204), Quy trinh cung cap dich vu (beta = 0,183), va cudi cung la Co sd vat chat (beta = 0,151).
So vdi de xuat ban dau, cd hai thanh phin bi bac bd khdi md hinh la: Kha nang tiep can djch vu de dang, va Thdi gian cung cap.
5. Ham y chfnh sach
Cac gia tri thing ke md ta thanh phin chit lugng dich vu hanh chinh cdng cho biet, ngudi dan Long Xuyen danh gia cao nhat dli vdi
6'78 (12/2015) Tapchi KINH TE DOI NGOAI 37
thanh phin Quy trinh cung cip dich vu (Mean
= 3,909), tilp theo la Quy trinh xvr ly phan hii (Mean = 3,906), Co sd vat chit (Mean = 3,810) va thip nhit la Chit lugng cdng chuc (Mean = 3,809).
Chit lugng cdng chiic - (Mean = 3,809) ngudi dan Long Xuyen chua thoa man nhieu ve nang luc lam viec ciing nhu thai do iing xu cua cdng chiic nha nudc. Do dd, can dac biet quan tam den yeu td nay neu mudn nang cao su hai long ciia ngudi dan. Dd la nhiing kien thiic, nang luc, nghiep vu hoat dgng thyc tien va thai do phuc vu cvia cdng chiic doi vdi ngudi dan ciing can phai dugc cai thien hon.
Bat dau tvr viec tuyen dung can bd, cdng chiic phai thyc su xuit phat tvr yeu ciu cdng viec, din xay dung k l hoach dao tao, bdi duong dgi ngu can ca han. Cac ban md ta va tieu chuan cdng viec, quy dinh rd chiic nang, nhiem vu, trach nhiem va thim quyln giai quyet cdng viec ciia can bg, cdng chiic phil hgp vdi yeu ciu xay dyng bd may chinh quyen chuyen nghiep. Cac tieu chi, quy trinh danh gia can bg cdng chiic va chit lugng hoan thanh nhiem vu cu thl, thing nhit, khoa hgc, khach quan nhim dong vien, khuyin khich, phat huy tdi da kha nang cdng hien, bgc Id tiem nang va gdp phin cai thien mdi trudng lam viec.
Quy trinh xir ly phan h i i cd miic do quan trong thii hai, gia tri trung binh cua biln la 3,906 dat kha nhung chua cao, dilu nay cho thay viec xii ly, giai quylt cac khilu nai ciia ngudi dan phin nao vin chua thoa dang.
Trudc het, kilm tra, xem xet lai quylt dinh hanh chinh, hanh vi hanh chinh, quylt dinh cua nha nudc, kip thdi stia chila khic phuc
nhimg thilu sdt cua cac qui dinh hanh chir di trdnh phdt sinh khieu ngi. Phan cdng, t tri can bg tilp dan, xvr ly khilu nai, pha hdi phai chuyen nghiep, cd tinh thin trac nhiem, cd kinh nghiem trong giao tilp, im xvr, bilt ling nghe tam tu nguyen vgng cu ngudi dan.
Quy trinh cung cap dich vu - cd gia tri trun binh 3,909, chi dvmg lai d mtic dudi dilm 4 ngudi dan cving chua thyc sy hai long. Ca quan tam din phuang tien, each thiic thui hien phai linh hoat de thyc hien dugc muc tiei quan ly va phuc vu xa hdi, phuc vu dan duoi nhieu nhat, tdt nhat. Cac thti tuc hanh chinl phai linh hoat, nham dap ung kip thdi va t6 nhat nhu cau ciia toan xa hdi.
Co sd vat chit - cd gia tri trvmg binh 3,810 chiing td ngudi dan cam nhan viec each bl tri sap x l p de xu ly cdng viec d cac co quan hanl chinh tai Long Xuyen phin nao cdn thilu ho[
ly. c i n sap xep, trang tri phdng lam viec sac cho thim my, tao cho ngudi dan den giac dich cam giac thoai mai. U'ng dung cdng nghe thdng tin, xay dyng Website hd trg nhu cau tra Cliu thdng tin, h i so, thu tuc hanh chinh cho ngudi dan; hudng d i n xay dyng giao dich tnrc tuyen d mdt sd ITnh vyc, timg budc giam s5 lan giao dich tryc tiep ciia cdng dan, t l chiic.
6. Ket luan
So sanh nghien ciiu cila chiing tdi vdi cac nghien ciiu trong ciing ITnh vuc ciia Mokhlis va Cao Duy Hoang, Le Nguyen Hau co nhiSu diem tuong ddng va ca nhting khac biet. KSl qua nghien ciiu cua Mokhlis (2011), thani phan anh hudng ldn nhit d i n sy hai long ciia ngudi dan d Thai Lan la thanh phin sii hilu hinh (0,331), tilp theo la sy cam thong (0,267), sy dam bao (0,175) va sy phan Mi 38 Tap chi KINH TE DOI NGOAI
S6'78(12/201S
',150). Nghien ctiu cua Cao Duy Hoang & Do vay, kit qua nay rit cd y nghTa thyc
; Nguyin Hau (2011) tai thanh phi Da Lat, ^i^n va cd thl van dung trong co quan quan ly nha nudc d Long Xuyen, va cd the md rdng d nhiing noi khac, dam bao viec nang cao chit inh chinh cdng gdm cd: chit lugng nhan i^^^g ^ich vu hanh chinh cdng cung cip cho iang dinh hai yeu td ciia chat lugng dich vu
inh chinh cdng gdm cd: chit lugng nhan
en (0,72), co sd vat chit (0,21). ngudi dan dia phuong.Q
Tai lieu tham khao
1. Hoang Trgng - Chu Nguyen Mdng Ngge (2008), Phan tich dil lieu nghien ciiu vdi SPSS, Nxb Thdng ke.
2. Le Dan (2011), Phuang an danh gia sy hai ldng ve dich vu hanh chinh cdng cua cdng dan va td chiic. Tap chi Khoa hgc va cdng nghe Da Nang, sd 3(44), 2011;
3. Cao Duy Hoang & Le Nguyen Hau (2011), Chat lugng dich vu hanh chinh cdng va sy hai ldng cua ngudi dan - Mdt nghien ciiu tai thanh phd Da Lat, Tap chi Phat trien KH&CN, DHQG-HCM, Tap 14, Sl Q2 - 2011;
4. Nguyen Dinh Thg (2011), Phuong phap nghien ciiu khoa hgc trong kinh doanh, NXB Lao ddng xa hdi, 2011
5. Arawati Agus, Sunita Baker and Jay Kandampully (2007), An exploratory study of service quality in the Malaysian public service sector, Intemational Joumal of Quality and Reliability Management, VOL.24, ISSUE 2;
6. Cronin, JJ & Taylor, S.A (1992), Meastuing service quality: A reexamination and extension, Jovmal of marketing. Vol 56 (July), 55-68.
7. Gronroos, C (1984), A Service Quality Model and Its Marketing Implications, European Joumal of Marketing, 18 (4): 36-44.
8. A. Parasuraman & V A. Zeithami, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Volume 64, Nvimber 1, Spring 1988.
9. MORI, Public Service Reform - Measuring and Understanding Customer Satisfaction, The Prime Minister's Office of Public Service Reform, 4/2002 , R15 - 22.
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6' 78 (12/2015) Tap chi KINH TE DOI NGOA.I 30
