THE LEVEL OF CUSTOMER SATISFACTION WITH PUBLIC ADMINISTRATIVE

SERVICES AT BINH DUONG FOOD HYGIENE AND SAFETY DEPARTMENT IN

2015.
Nguyen Van at - from Branch Office of Food Hygiene and Safety
SUMMARY
Thesis: Public administrative services are considered increasingly important, which is
reflected in the development thereof locally and nationally. A survey on customer satisfaction
with one-year application of the new model for provision of administrative services in the
filed of food hygiene and safety is necessary for determining the practical effectiveness and
working towards a solution for enhancing the quality of customer service in the future.
Objective: To determine the level of customer satisfaction with public administrative services
in the field of food hygiene and safety, including: the access to public administrative services,
administrative procedures, services of staff, and outcome of administrative procedures.
Research Method: A cross-sectional research was conducted on 130 customers going
through the administrative procedures at the receiving office of Binh Duong branch office of
food hygiene and safety from June to October, 2015. Questionnaire method was used in the
research in accordance with the Ministry of Home Affairs' Decision No.1383/Q-BNV dated
28th December, 2012. The rating scale for the level of satisfaction ranges from very
dissatisfied to very satisfied.
Results: The research results show that there was a change for the better in the
administrative services. The ratings of "satisfied" and "very satisfied" for the quality of public
services in the field of food safety together accounted for 91,6% of the survey responses.
"Satisfied" ratings for the access to public administrative services, administrative procedures,
services of staff, and outcome of administrative procedures are 95,4%, 92,4%, 91,5% and
93,1% respectively. None of the respondents expressed any degree of dissatisfaction. 8,4% of
the respondents gave ratings of "normal" for administrative procedures. Specifically, the
approval ratings for the ease of access to information about administrative procedures,
duration of solving administrative procedures, and prescribed fees are 26,1%, 25,4%, and
50% respectively.
Over 50% of the respondents suggested a more convenient parking lot and more options for
access to information for ease of resolving administrative procedures.
Conclusion - Recommendations: 8.4% of the respondents showed a neutral attitude towards
the quality of provision of public services, which suggests there is room for improvement. The
duration of solving administrative procedures and prescribed fees should be reduced. In
addition, the parking lot should be placed somewhere convenient for customers. Finally, the
availability of information about administrative procedures should be increased for
customers, especially those who are poorly educated or have limited access to information
technology.
Key Words: the level of satisfaction, public administrative services