Factors Affecting Customers' Satisfaction on Public Service Quality at the Social Insurance Agency of Lao Cai Province, Vietnam
Journal Title: International Journal of Multidisciplinary Research and Analysis - Year 2023, Vol 6, Issue 04
Abstract
Applying the servqual model (Parasuraman et al., 1988), in this study, the authors proposed a model to assess customer satisfaction with the quality of public services at the insurance agency in Lao Cai province, Vietnam. The study used a combination of qualitative and quantitative research methods. The research model is tested with the survey data of customers participating in using public services at the social insurance agency of Lao Cai province. The results of the regression anal ysis show that the five factors affecting customer satisfaction with the quality of public services at the social insurance agency are arranged in order of decreasing importance as follows: responsiveness, service capacity, empathy, reliability, and tangible means.
Authors and Affiliations
Thi Xuan Huong Le , MinhTu Pham, Thi Thu Ha Bui
Keywords
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- EP ID EP715530
- DOI 10.47191/ijmra/v6-i5-06
- Views 72
- Downloads 0
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