FACTORS AFFECTING CITIZENS’ SATISFACTION WITH THE ONE-STOP-SHOP AT THE PEOPLE’S COMMITTEE OF DUYEN HAI TOWN, TRA VINH PROVINCE

Abstract

The aim of this study is to analyze factors affecting citizens’ satisfaction with the one-stop-shop at the People’s Committee of Duyen Hai Town, Tra Vinh Province, based on survey data of 180 people using one-stopshop services. Reliability analysis by Cronbach’s Alpha coefficients, exploratory factor analysis (EFA), and multiple linear regression models are the methods used. The research results show that there are six factors affecting the satisfaction of citizens at the one-stop-shop in Duyen Hai Town of Tra Vinh Province, including facilities,procedures, officers’ capability, serving attitude, cost and time, handling feedback.