Factors Affecting the Quality of Fishery Public Services in Vietnam’s Coastal Areas and Islands
Main Article Content
Abstract
The study aims to evaluate factors affecting the quality of fishery public services in Vietnam’s coastal areas and islands through the level of resident satisfaction. The study interviewed 477 households directly and obtained 450 valid survey forms. The data is collected through surveys in 5 representative localities of the coastal areas and islands including Thai Binh, Nghe An, Binh Dinh, Kien Giang, and Ca Mau provinces and are processed by descriptive statistics, Cronbach’s alpha, exploratory factor analysis, correlation analysis, and regression analysis. The results show that the factor with the lowest rating in fishery public services is assurance. Public utilities have lower quality assessment scores than public non-business services and public administration services.
Keywords:
Quality, public services, fishery, the coastal areas and islands.
References
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[3] C. Gronroos, “Service Quality Model and Its Marketing Implications,” European Journal of Marketing, 18 (4) (1984) 36-44.
[4] C. Gronroos, Service Management and Marketing: Customer Management in Service Competition (3rd ed.), Wiley, 2007.
[5] C. Gronroos, Service Management and Marketing: A Customer Relationship Management Approach (2nd ed.), Wiley, 2000.
[6] A.P. Parasuraman, V.A. Zeithaml, L.L. Berry, “SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 63 (1) (1988) 12-39.
[7] J.J. Cronin, S. Taylor, “Measuring Service Quality - A Reexamination And Extension July,” Journal of Marketing, 56 (1992) 55-68.
[8] A.A. Wahab, M.S. Sohail, “Measuring Service Quality at King Fahd International Airport,” Journal of Services and Standards, 1 (4) (2005) 482-493.
[9] E.R. Mulyana, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Pasien Rawat Inap Rumah Sakit Ganesha Gianyar,” Program Magister, Universitas Udayana Denpasar, 2010.
[10] K. Ravichandran, T. Mani, A.K. SivaKumar, P. Sellamuthu, “Influence of Service Quality on Customer Satisfaction Application of Servqual Model,” International Journal of Business and Management, 5 (4) (2010) 20-41.
[11] A.A.S. Mohammad, S.Y.M. Alhamadani, “Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan,” Middle Eastern Finance and Economics, 14 (2011) 60-72.
[12] R. Mosahab, “Service Quality, Customer Satisfaction, and Loyalty: A Test of Mediation,” International Business Research, 3 (4) (2010) 101-125.
[13] I. Ahmed, “Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan,” Journal, Lecturer, Hailey College of Commerce, 35 (2010) 16-24.
[14] L. Nilsson, “The Impact of Quality Practices on Customer Satisfaction and Business Results: Product Versus Service Organizations,” Journal of Quality Management, 14 (2006) 28-40.
[15] V.A. Zeithaml, M.J. Bitner, Services Marketing: Integrating Customer Focus Across the Firm, Irwin McGraw-Hill, 2000.
[16] N.D. Tho, “Measure the Quality of Outdoor Recreation Services,” Journal of Economic Development, 19 (2003), 51-60.
[17] Ida, M., “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan PT. Garuda Indonesia Airlines di Bandara Polania Medan,” Master Thesis, Universitas Sumatera Utara Medan, 2008.
[18] H.N.K. Giao, P.T.A. Nguyet, “Satisfaction on Quality of Support Propaganda Service for Taxpayers in Taxition Department of Soc Trang Province,” Industry and Trade Magazine, 5 (2016) 136-140.
[19] N.Q. Nghi, Q.M. Nhut, “The Factors that Affect the Level of Citizens’ Satisfaction on the Interconnected One-stop Shop Mechanism in Thot Not District, Can Tho City,” Can Tho University Journal of Science, 38 (2015) 91-97.
[20] V.T.T. Loc, Textbook of Scientific Research Methods and Writing Research Proposal, Can Tho University Press, Can Tho City, 2010 (in Vietnamese).
[21] H. Trong, C.N.M. Ngoc, Data Analysis with SPSS, Statistical Publisher, Ho Chi Minh City, 2008 (in Vietnamese).