Hai long cua ngu'di dan ve
chat lu'Ong djch vu hanh chmh cong doi \6\ ITnh vi/c dat dai
tai quan Ninh Kieu, TP. Can Thof
LE KIM PHgNC Tdm tat
Tff so lieu khdo sdl thugn lien 200 ngUdi ddn, nhom tdc gid sff dung cdc phuang phdp thdng ke md td, kiim dinh thang do Cronbach's Alpha, phdn lich nhdn tdkhdm phd (EFA) vd hdi quy bgi... de phdn tich. Kit qud cho thdy, cd 6 nhdn td, gom: Ca sd vdt chdl; Ndng lffc ldm viec; Suddng cam;
Thdi do phixc vu; Su tin cgy; Quy Irinh thu luc tdc dgng tich cUc de'n sU hdi long cua ngUdi ddn khi sff dung dich vu hdnh chinh cdng trong llnh vffc ddt dai tgi tgi qudn Ninh Kiiu, TP- Cdn Tha.
Tit Idida: dich vu, hdi ldng, hdnh chinh, ITnh vUc ddi dai
Summary
The authors employ descriptive statistics. Cronbach's Alpha test, exploratory factor analysis and multiple regression, etc. to analyze data from an accidental sample of 200 people. The result identifies 6 factors creating positive impacts on the satisfaction of people when using public administrative services in the field of land in Ninh Kleu district. Can Tho city, which are Facilities; Work capacity. Empathy; Service attitude; Trust; Procedures.
Keywords: service, satisfaction, administration, field of land GlCfl THIEU
Ninh Kidu la ddn vi hanh chinh cd'p quan, trrfc thudc TP. Can Thd. Trong thdi gian qua, chinh quyen Qudn da ed nhieu nd Irfc giai quye't cac thu tue vd ITnh vrfc da't dai. Tuy nhien, ngtfdi dan ed hai Idng, nhan to'nao tdc dpng de'n stf hai long va mtfc dp hai long eiia hp vdi nhtfng nd Itfc eua chinh quyen... la nhffng vd'n de dat ra, can phai drfdc nghien etfu.
Xua't phdt ttf nhtfng va'n de da neu, tae gia thtfc hien nghidn ctfu "//d/ ldng cua ngudi ddn ve chdt lugng dich vu hdnh chinh cdng ddi vdi ITnh vUc ddt dai tgi quan Ninh Kieu, TP. Can Tha". Trdn cd sd kd't qua nghien eiJu, tac gia dd xua't giai phap de qudn Ninh Kieu tham khao cai thien stf hai ldng eua ngtfdi dan.
CO SCf LY THUYET VA PHUONG PHAP NGHIEN CLfU
Cd sd ly thuye't va md hinh nghien ctfu Khdi nietn dich VH
Theo ZeithamI vd Bitner (2000). dich vy Id nhffng hanh vi, qua trinh, cdch tiitf thtfc hien mdt edng vide, nhtf: cung ca'p, hd trd vd thdo gd cac khd khdn vffdng
mdc cua khdch hdng nham lam thda mdn nhu cau va mong ddi cua khach hdng.
Sti hdi long
Nghidn etfu eiia Kotler (2001) cho thd'y, stf thda man la mtfc dp cua trang thdi cam gide eiia mdt ngffdi bat ngudn tff viec so sdnh ket qua thu dffdc iff san pham vdi nhffng ky vpng cua ngffdi do, Theo Tse va Wilton (1998), stf hai long la phan ffng eiia ngtfdi tidu dung dd'i vdi vide tfdc Iffdng sff khac nhau giffa nhffng mong mudn trffdc dd (hoac nhffng tieu chua'n cbo sff the hien) vd stf thd hien thtfe sff cua san pha'm nhff la mpt sff cha'p nhdn sau khi dung nd.
Mdi quan hf giiia chat lffdng dich vu vd sti hdi long cua khdch hdng
Hidn nay, tuy van chffa cd sff thd'ng nha't giffa cde nhd ngbidn effu vd chat Itfdng dich vu, nhffng hau nhff cac quan diem deu nhin nhan rdng chd't Iffdng dich vu cd md'i quan he mat thid't vdi sff hai ldng cua khdch hdng (Cronin va Taylor, 1992). Parasuraman vd cdng stf
• Hpc vien Cao hpc, Ldp Quan ly kinh te - Khoa 24, Trrfdng Dgi hpc Cdn Thd Ngdv nhgn hdi: 27/5/2020; Ngdv phdn bien: 15/6/2020, Ngdy duv^t ddng: 24/6/2020
142
(1985, 1988) cho rdng, chat Iffdng dich vu dnh hffdng dd'n mffc dp thoa man ciia khdch hang. NghTa la cha'l Itfdng djch vu dtfdc xdc dinh bdi nhieu nhdn id' khdc nhau, dd la mdt nhan Id' quyd't dinh cua stf thda man.
Dich vu hdnh chinh cdng Theo Nguyen Nhff Phat (2002), hanh chinh cdng la mot dang hoat ddng mang tinh nhd nffdc khdng thudc hoat ddng lap phdp hay xet xtf. Hdnh chinh cdng la boat dpng ban hanh ede van ban hanh ehinh va vide thtfc hidn ede hdnh vi hanh chinh, vi ldi ich chung va muc dich chung, khdng theo dudi ldi ieh ridng, khdng nham mue dich kid'm Idi, do chu the quyen lffc cong (gdm: cd quan hanh chinh nha ntfdc, UBND cac cd'p, sd chuyen ngdnh) va cac td chtfc ttf nguydn khdng nam trong bd may nhd ntfdc, nhutig dffde thdnh Idp vd hoat ddng theo luat.
Xuat phdi Iff CO sd ly ludn vd cac nghien etfu cd lidn quan, tdc gia de xua'l md hinh nghidn ciJu nhtf Hinh.
Phtftfng phap nghidn cihi Nghien ctfu thtfc hidn khao sdt 200 ngtfdi dan stf dung dich vu hanh chinh cdng trdn dia ban quan Ninh Kieu, Trong dd, 50% ttfdng tfng vdi 102 ngtfdi stf dung dich vu nhdm mua, ban/ehuyd'n nhffdng; 45 ngffdi chid'm 22,50% xin cd'p giay chtfng nhdn quyen stf dung da't lan dau; So' ngffdi dan stf dung dich vu hanh chinh cong nhdm muc dieh chuyen giao/
cho thue da't vd ehuydn muc dich stf dung dd't chie'm ty Id tffdng ffng la 15%
vd 10,5%. Cdn lai Id trrfdng hdp ngffdi ddn stf dung nham mue dieh khdc (nhrf giai quyd't tranh cha'p da't dai) ehie'm 1 % mau khdo sdt. Thdi gian thtfe hidn khao sdt trong nam 2019. Sd'lidu dtfdc dtfa vdo phan mem SPSS dd phan tieh.
KET QUA NGHIEN CUU
Kidm djnh dd tin cliy cua cac thang do Md hinh nghidn citu di xua't bao gdm 7 nhdm nhdn to', vdi 31 bid'n quan sdt.
Sau khi kie'm dinh dp tin eay Cronbach's Alpha cua td't ca cac thang do, nghidn Cliu thu dtfde 6 thang do cho cac bid'n dde ldp vd 1 thang do cho bie'n phu thudc lffdng tfng vdi 28 bid'n quan sdl sau khi loai di 3 bid'n (NLLV5, TDDPV5 va TC5) do khdng dam bao dieu kidn he sd Cronbach's Alpha ldn hdn 0,6 va cde bid'n do Itfdng deu cd he so' ttfdng quan bid'n - tdng Idn hdn 0,3. Cac bid'n quan
HIMH: « 6 HIMH MGHIEM CCtU DE XCIAT
sdt vd thang do nay se tie'p tue dtfde stf dung trong btfdc tie'p theo la phdn tich EFA.
PhSn tich EFA
Phtfdng phap trich nhan to'dtfdc stf dung la Principal component Analysis vdi phep xoay Varimax. Thang do dtfdc chd'p nhan khi 0,5 < KMO < 1; he sd Sig. = 0,000 Clia kidm dinh Bartlett eho bie'l cac bid'n quan sal irfdng quan vdi nhau co y nghia thd'ng kd. Bdn canh dd, de xac dinh sd' Itfdng nhdm nhan id' can drfa vao phffdng phap Eigenvalue, vdi phffdng phdp nay cho bid't chi ed nhffng nhdn tdnao ed Eigenvalue ldn hdn 1 mdi dffdc giff Iai trong md hinh phdn tieh; tdng phffdng sai trieh cd gid tri > 50% va he sd tai nhan to > 0,5 chtfng td dat dp tin edy thieh hdp cho phdn tich nhdn td'.
Ddi vdi cdc bii'n dgc lap
Qua kiem dinh Bartlett eho thd'y, Sig.= 0,00 < 5%
=> Bde bd H^: Cac bie'n khdng tffdng quan vdi nhau, dong thdi he sd KMO = 0,747 (0,5 < KMO < 1), chtfng td viec nhdm ede bid'n vdi nhau la thich hdp. NghTa Id cdc bid'n quan sdt cd tffdng quan tuye'n tinh vdi nhdn td' dai didn, ben canh dd, ede nhdn to ed Eigenvalue ldn hdn 1 thoa man dieu kidn.
Vi vay, ta't ea cac bid'n sau lan phan tich nay deu dtfdc giff lai (Bang 1).
Ke't qua Bdng 1 cho thd'y, ede bid'n quan sat dffdc nhdm lai vd cd stf thay ddi thtf ttf, cu the nhtf sau:
F,- Stf ddng cam (DC), gdm 4 bie'n: DCI, DC2, DC3, DC4.
F,- Stf tin cay (TC), gdm 4 bie'n: TC 1, TC2, TC3, TC4.
F^: Quy trinh thu tuc (QTTT), gdm 4 bien: QTTTl, QTTT2, QTTT3, QTTT4.
F^: Cd sd vat ehd't (CSVC). gdm 5 bid'n: CSVCl.
CSVC2, CSVC3. CSVC4, CSVC5.
F,: Thai dd phuc vu (TDPV). gdm 4 bid'n: TDPVl, TDPV2, TDPV3, TDPV4.
F^: Ndng Itfc ldm viec (NLLV). gdm 4 bid'n: NLLV1, NLLV2. NLLV3. NLLV4.
Economy and Fortcasl Review 143
BAMG 1: M A T R A M C A C MHAM TO A N H HC/dMG (ROTATED COMPOMEMT M A T R I X A ) Tigu cbi
DCI DC2 DC3 DC4 TCI TC2 TC^
TC4 QTTTl QTTT2 QTTT3 QTTT4 CSVCl CSVC2 CSVC3 CSVC4 CSVC5 TDPVl TDPV2 TDPV3 TDPV4 NLLVl NLLV2 NLLV3 NLLV4
H t sd'tai nhSn to F,
0,821 0,897 0,783 0,823
F ,
0,85S 0,874 0.743 0,724
F,
0,889 0,869 0,717 0,754
F,
0,694 0,854 0.734 0,667 0,606
F.
0.6.S6 0.769 0,750 0,656
F .
0.780 0.666 0,683 0,688 Nquon, Phan tich t u s
BANG 2:
BiSn quan sat HLl HL2 HL3 Sig.
Eigenvalue
^1A TRAN CAC NHAN TO CUA SU HAI LONG ROTATED COMPONENT MATRIXA) Hfsfftainh^ta'
0,955 0,892 0,890
= 0.000
=2.500 KMO 0,680
TSng phiAfng sai trich (%) 83,323
BAMG 3 : K E T Q G A HOI Q G Y D A BIEM Ky hi^u big'n
F, F, F, F, F<
F,
Ten bie'n Hane so Sir donji cam Sif tin cay Quv trinh thii tuc Co scl vat cha't Thai do phuc vu Niinp li/c lam viec Soquan sat: 200 Si;; ^0.000 R^square = 0,639
sd'p -2.343
0,215 0,230 0,23!
0.122 0,223 0,205
Saisd' chii^n 0,349 0,051 0,044 0,039 0.049 0.037 0,041
Sig.
0,000 0,000 0.000 0,000 0,013 0,000 0,000
VIF
1,159 1,186 1,130 1,076 1,210 1,138
Doi vM bien phfi thuoc
Cac bi^n quan s4. crong f^^ nh6m nhan sir hai long cua ugifM dan ioi vOi dich vu hanh chinh ciing m n g i n * Wc dat dai tai quan Ninh Kieu. Ket qua phSn tich EFA tir 3 bien quan sat ban dau vffi tdng phirong sai trich dat 83,323% > 50%
cho thay, kha nang giai thich cho 3 bien la 79,498% tai Eigenvalue la 2,500, m so KMO bang 0,S i Pvalue cita ki^m
Ghi chii ^^*. **. * bieu diin miic y nghia ihong ke d 7%, 5%, /C/r ya ns la i.hong co v ngltia rhoni; lie.
dinh Bartlett la 0,000 nho hOn 0,05, Nhit vay, khong c6 bien nao co he s6'tai nhan td dudi 0,5, nen deu dUdc gii? lai nhir ban dau (HLl, HL2, HLB) va van diTctc goi li
"Suhai long" (Bang 2),
Qua phan tich EFA, cdc bien do lirdng trong mo hinh deu dat gia tri hpi tu \k phan bi6t, nen khong cd bien nao bj loai khoi mo hinh. Nghia la cac bien phii hdp de tien hanh budc tid'p, la phSn tich phan tich hdi quy,
Kg't qua hdi quy da bi€'n Tir ke't qua hdi quy (Bang 3), trpng so ctia cac nhan td tac ddng ddn mu'c dp hii long ciia ngirdi diin dUdc siip xep theo miJc do giam dan nhu" sau:
F,: Quy trinh thu tuc (QTTT): 0,231 F;:SU-tin cay (TC): 0,230 Fj: Thai do phuc vu (TDPV): 0,223 F,: Sit ddng cam (DC): 0,215 Fj: Nang lire lam viec (NLLV): 0,205 F^: Co sd vat chat (CSVC): 0,122 KET LUAN VA KIEN N G H I GIAI PHAP
Ket qua phan tich hdi quy cho thay, cd 6 nhan td anh hirdng ddn mtlc dO hii long cua ngudi dSn ve chat lUdng dich vu hanh chinh cong do'i vdi ITnh vUc da'l dai tai quan Ninh Kien, TP. Can Thd, gom:
Quy tiinli thii tiic; SU tin cay; Thai dp phuc vu; Sir ddng cam; Nang lire lam viec cua nhan vien; Cd sd vat cha't. Tren cd sd ket qui! nghien cult, nhdm tac gia de xuat mot so giai phap sau:
MOt la, ve Quy trinh thu tifc: Thdi gian tdi, chinh quyen Quan can riJt ngdn thdi gian giai quye't hd so. han che hd sd trd hen: cai tien trinh lu tie'p nhan, giai qijyet va giao trd hd so thong qua vide day manh trien khai gi:ii ijuyet thu tuc, hd sd tnrc tuyen, Dao [,,,, bdi du'dng nang cao trinh dp chuyen mon cho dpi ngu cdn bp, cdng chiJc. Xay dirng chd do cung cap thong tin ve tien do giaj ^j^yj-, ^» ^ cho ngudi dan. nhim ting cuiing sir phdi hdp giai quyet ho sd, thii iuc gnja ^ac cd quan h^nh chinh.
144
Hai Id, vi SU tin cdy: Cong tac kiem tra cua lanh dao cdc cap, cac nganh can difdc thuc hi$n thifdng xuySn, gan vdi xd ly nghiem tuc cac tnrcfng hdp sai pham, cha^n chinh ngay hoat dong cua tifng cd quan, ddn vi. Dong thdi, cong khai difdng day nong, liom thif gop y, so dien thoai cua cac dong chi lanh dao de ngifdi dan bi^t, phan anh nhu'ng van de Hen quan a^n giai quyet dich vu hanh chinh cong.
T3ng cifdng vai tro gidm sat cua ngifdi dan trong cong tac cai each hanh chinh n(5i chung va thu tuc hanh chinh noi riSng. Giai quyet nhanh chong, chinh xdc, cong b^ng, thoa dang cac kien nghi, phdn anh cua nhSn dan nham tao long tin cua nhan dan. Hang nam, quan Ninh Kieu can to chu'c khao sat danh gia mu'c dp hai long cua cong dan va to chu'c ddi vdi cha't lifdng dich vu hanh chinh c6ng, dac biet la trong iTnh vifc dS'l dai.
Ba Id, ve Thdi dd phiic v(/; Can tiep tuc phat huy xay difng bp phan tie'p nhSn va tra ke't qua theo mo hmh "mot ci3fa lien thong hien dai", dau tif cd sd vJit chat, niem yet cong khai cdc thii tuc h&nh chinh, c6ng khai cdc bi^'u mau, ho sd, Dong thdi, bd tri can bp hu'dng din cong dan, td chii'c su' dung cac phan mem tra ciJu, la'y phie'u tu dong... tao dieu kien Ihu^n ldi cho viec tra cvtu thong tin, giup cho c6ng dSn khi tie'p can djch vu co the de dang hieu va thUc hien nhanh chong.
Bp phan tie'p nhan phai d vi tri thuan tien, CO bang chi dan ro rang de cong dan, l^ chUc lien he cdng tdc d l dang. Dong thdi, tdng cu'dng cong tdc, kiS'm tra, ra sodt ta't ca cac ho sd, thu tuc, tif do loai b6 nhffng thu tuc khdng can thiet, khdng phii hdp vdi dieu kien thufc te thupc tham quyin, hoac kie'n nghi Thanh phd' bai bo
mdt so^bieu mlu hoac thong tin khong can thiet trong cdc bieu mau.
Bon Id, ve Su dong cdm: Do ngu'di dan den giao dich tai B6 phan tiep nhan h6 sd va tra ke't qua co trinh dp khac nhau, nen can bp, cong chu'c phdi nhan thu'c difdc ddi tifdng tiep xuc de cd hudng d§n phu hdp vdi SI/ hieu biet cua ngudi dan, dam bao hUdng ddn luon d l thuc hien ddi vdi ngudi dan, thUc hien diing ngi quy, gid giac lam viec cua cd quan, tuyet ddi khdng gay phien ha, voi vmh dd^i vdi ngUdi dan vdi muc dich thu ldi ri6ng. Bie't lang nghe, biet kiem chd cam xuc, khi tiep xuc vdi ngudi dan phai hUdng ve phia ngUdi dan, ludn nhin vao mat hp va biet mim cUdi diing luc, khi ngUdi dan ndi, can bp giao dich can bay to sif chu y va khong nen ngdt ldi, trU khi mud'n lam ro mot va'n de nao do.
Ndm Id, veNdng liic ldm vi^c cda nhdn vien: Nang cao chat lUdng cdn bd, cdng chUc. Day la ndi dung rat cd ban va quan trpng trong viec nang cao chat lUdng dpi ngu cdn bp, cong chii'c hien nay. Pham chat cdn bd, cdng chifc dUdc the hien d su nhan thd'c diing dan, day du va sau sac cua hp ve cdng viec hp dang thUc hien. Pham chat tri tue cua ngUdi cdn bd, cdng chu'c hien nay dUdc the hien chu ye'u d tnnh dp hpc van, trinh dp lam chu khoa hpc, ky thuat; d nang lUc hoat dpng thUc tiln; d trinh dp va kha ndng Ung xiJ, giao tie'p dung dan cua ngUdi can bd, cong chii'c ddi vdi cdng ddn va ddn vi.
Sdu Id, ve Ca sd vdt chdt: Nang cap va bd sung cac phUdng tien lam viec, nhU: ban giao dich, tu difng ho sd, tai lieu; ban de cong dan lam gia'y td, ghe' ngdi chd ke't qua giai quy6't cua cong dan, Irang phuc cua cdn bp lam vi$c tai bp phan mdt eu'a. Dau tU mdi he thdng trang thiet bi de Ung dung cdng nghe thdng tin vao giai quye't cong viec, nhU: may vi linh, may photo;
may scanner 02 mat td'c dp cao; may xe'p hang tU ddng;
bdng dien t\i tra cu'u, hUdng ddn, mem yet thu tuc ho sd; he thd'ng quet ma vach,, He thdng Camera bao gdm: May thu hinh, am thanh de hudng dan cdng dan va kiem soat cua lanh dao dd'i vdi hoat ddng cda bd phan mgt cifa.Q
T A l U i l U THAM KHAO _ — -
1. Hoang Trpng vd Chu Nguyen Mdng Ngpc (2008). Phdn tich dff lieu nghien cffu vdi SPSS, Nxb Hong DUc
2. Nguyln NhU Phdt (2002). Dich vu cdng - nghien ciJu va thifc tiln, Tgp chi To chffc nhd nudc, sd 11 3. Cronin, J. J., and Taylor, S A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing. 56(3), 55-68
4. Kotler, P. (2001). Marketing Management, New Jersey: Prentice-Hal
5. Parasuraman, A., ZeithamI, V„ and Berry, L. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing. 49, 41-50
6. Parasuraman, A., ZeithamI, V., and Berry, L. (1988). SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing. 64( 1), 12-40
7. Tse, D., and Wilton, W. P. (1988). Consumer Satisfaction as a Process, Psychology and Marketing, 3(3), 177-197
8. ZeithamI, V. A. tS: M. J. Bitner (2000). Services Markeiing, Boston: McGraw-Hill
Economy and Foret.ist Review 145
