A study on the factors affecting the satisfaction of people with the one-stop shop unit of Bac Tu Liem district, Hanoi city
Published: July 29, 2026
Abstract
This study is to determine the factors affecting the satisfaction of people with the one-stop shop mechanism of Bac Tu Liem district, Hanoi city. In this study, the Cronbach’s alpha, exploratory factor analysis (EFA) and multivariate linear regression are used. The study’s data is collected from 248 people who have used public administrative services at the one-stop shop unit of Bac Tu Liem district. The study finds that there are six factors affecting the satisfaction of people with the one-stop shop unit, including: procedural process, processing time, feedback, officials and employees, costs and facilities. In which, the factors of procedural process, processing time and feedback have strong impacts on the satisfaction of people.
Keywords
satisfactionpeopleone-stop shopBac Tu Liem districtHanoi city
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