CITIZENS' SATISFACTION WITH THE SERVICE QUALITY OF KHMER CIVIL SERVANTS IN THE MEKONG DELTA, VIETNAM

Q1 Social Sciences

Geojournal of Tourism and Geosites Pub Date : 2023-12-29 DOI:10.30892/gtg.50412-1130

Phan Van Tuan, V. Le, N. Ly, Nguyen Chi Hai, Nguyen Thi Kim Ngan

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Abstract

Civil servants are part of the human resources of the public sector. The contingent of civil servants is an essential component of human social resources whose contributions always play a significant role in the overall socio-economic development achievements of the country and the locality. In this study, the research paradigm “citizen satisfaction with the service quality of Khmer civil servants” was used and converted with “the SERVPERF model.” Research data were collected from survey results by questionnaires from 596 citizens in the Mekong Delta, Vietnam. SPSS 20 and AMOS 24 software are used to analyze and evaluate the scale. The results of the research structure show that there are six factors affecting citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam, including competency, professional qualifications, profession, sense of responsibility and coordination in performing tasks, ethical qualities, working style; sense of organization and discipline; citizen service attitude; progress and results of task performance. From the research findings, the discussion proposes implications for public policy management to improve citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam.

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越南湄公河三角洲公民对高棉公务员服务质量的满意度

公务员是公共部门人力资源的一部分。公务员队伍是社会人力资源的重要组成部分，他们的贡献始终在国家和地方的整体社会经济发展成就中发挥着重要作用。本研究采用了 "公民对高棉公务员服务质量的满意度 "这一研究范式，并将其转换为 "SERVPERF 模型"。研究数据来自对越南湄公河三角洲 596 名公民的问卷调查结果。使用 SPSS 20 和 AMOS 24 软件对量表进行分析和评估。研究结构结果表明，影响越南湄公河三角洲高棉公务员服务质量公民满意度的因素有六个，包括能力、专业资格、职业、执行任务的责任感和协调性、道德品质、工作作风；组织纪律观念；公民服务态度；执行任务的进度和结果。根据研究结果，讨论提出了对公共政策管理的启示，以提高越南湄公河三角洲高棉公务员服务质量的公民满意度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Geojournal of Tourism and Geosites Social Sciences-Geography, Planning and Development

CiteScore

3.90

自引率

0.00%

发文量

156

审稿时长

24 weeks

期刊介绍： GeoJournal of Tourism and Geosites is a scientific publication, with an international status. The Journal is issued under the aegis of the University of Oradea, Department of Geography, Tourism and Territorial Planning, Territorial Studies and Analysis Centre (Romania) and the Academy of Physical Education and Sports from Gdańsk, Faculty of Tourism and Recreation (Poland). At the initiative of an international group of specialists, based on an editorial and scientific committee with a wide international coverage, including leading figures in the field, in 2008 was published the first English issue of the GeoJournal of Tourism and Geosites. The printable format (2-3 issues per year) is supported by the on-line version. The journal aims to publish relevant contributions in tourism, geosites and other areas whose analysis is related to these fields, standing out through originality and scientific contribution to the knowledge and development of this area. An important objective is to promote academic and applied research based on interdisciplinarity with a complex local and global approach.