1Thi Xuan Huong Le,2MinhTu Pham,3Thi Thu Ha Bui
1,2,3University of Labour and Social Affairs
DOI : https://doi.org/10.47191/ijmra/v6-i5-06Google Scholar Download Pdf
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.
KEYWORDS:Servqual model, public service quality, satisfaction, social insurance, Vietnam.
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VOLUME 06 ISSUE 05 MAY 2023
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