ASSESSING PEOPLE’S SATISFACTION LEVEL IN HANDLING PUBLIC ADMINISTRATIVE PROCEDURES ONLINE IN HANOI CITY

Abstract

This study aims to identify factors affecting people’s satisfaction level in handling online public administrative procedures in Hanoi city. Using descriptive statistical analysis, Cronbach’s Alpha, exploratory factor analysis and Binary Logistics regression analysis with data was collected from 312 people living in Hanoi have used online public administrative procedures at public service providers with levels as: communes/wards, districts, cities. The results show that there are six factors affecting the level from high to low on the satisfaction of people in Hanoi at the process of handling online public administrative procedures: work settlement process; service attitude; mechanism for monitoring and commenting; time for work resolution; results of settling online public administrative procedures; fees and charges. On that basis, the authors have proposed solutions to improve people’s satisfaction at the process of solving online public administrative procedures.