QUALITY OF ONLINE PUBLIC SERVICES IN THAI NGUYEN CITY

Abstract

This research aims to evaluate the current status of use, service quality and the level of satisfaction of people and businesses with the quality of online public services in Thai Nguyen city. To evaluate the quality of online public services, the study surveyed 300 questionnaires for people and businesses in Thai Nguyen city and studied documents and reports on the administrative reform of Thai Nguyen city. Research results show that the level of use of online public services tends to increase; most people and businesses are satisfied and highly appreciate the quality of online public services in Thai Nguyen city. However, the rate of people using online public services is still low due to many different reasonssuch as concerns about network information security and people not being familiar with using online public services. The results reveal that the quality of online public services in Thai Nguyen city has been increasingly improved through the high level of service use, high rate of on-time processing of documents, and high level of people and businesses’s satisfaction of service usage.