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Citizen Satisfaction With the Quality of Public Administrative Services: Public Administration Reform in Vietnam
Abstract
The chapter analyzes citizen satisfaction with the quality of public administrative services, focusing on factors affecting citizen experience, including transparency, service quality, processing time, and accountability are assessed in detail to determine the level of effectiveness in administrative reform at localities. Based on the Satisfaction Index of Public Administration Services, the chapter clarifies the causes of differences in public service delivery. The chapter emphasizes the role of local governments in improving the quality of public services, including deploying online public services, building public administration centers, and developing a team of professional civil servants. Policy recommendations are made, such as promoting digitalization, enhancing transparency and accountability, and encouraging people's participation in administrative processes. The book chapter provides a comprehensive view of public administrative service provision, and offers practical solutions to improve people's satisfaction, promoting more effective and sustainable administrative reform.
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