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http://dx.doi.org/10.13106/jafeb.2020.vol7.no9.467

Factors Affecting Enterprise's Satisfaction toward Social Security's Online Public Service: The Case of Thanh Hoa Province, Vietnam  

NGO, Chi Thanh (Faculty of Economics and Business Administration, Technology and Science Management Department, Hong Duc University)
NGUYEN, Thi Ngoc Mai (Department of Organization and Personnel, Social Security Office)
NGUYEN, Duy Dat (Faculty of International Business and Economics, THUONGMAI University)
LE, Hoang Ba Huyen (Faculty of Economics and Business Administration, Hong Duc University)
LE, Van Cuong (Faculty of Economics and Business Administration, Hong Duc University)
LE, Thi Binh (Faculty of Economics and Business Administration, Hong Duc University)
Publication Information
The Journal of Asian Finance, Economics and Business / v.7, no.9, 2020 , pp. 467-475 More about this Journal
Abstract
The study aims to investigate factors affecting enterprise's satisfaction and loyalty toward the Social Security's online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province's Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach's Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province's Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.
Keywords
Online Service System; Social Security; Satisfaction; Loyalty; Thanh Hoa Province; Vietnam;
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Times Cited By KSCI : 8  (Citation Analysis)
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