What Makes Citizens Satisfied With Social Insurance Services? Evidence From Rach Gia City
- 3 hours ago
- 2 min read
A survey of 228 people who had recently completed social insurance payment procedures in Rach Gia City, Kien Giang, finds five factors shaping their satisfaction with the service — and the two that matter most are the ones administrative reform programmes often treat as afterthoughts: physical facilities and how easy the service is to reach.
Context
Social insurance is one of the highest-volume points of contact between citizens and the state, and its administrative quality becomes more consequential as populations age. The paper frames improving the quality of public administrative services in social insurance as a priority for countries facing rapid population aging, and situates the Vietnamese case within the administrative reform agenda the Government of Vietnam has been prioritising.
That agenda is usually discussed at the level of national policy and digital systems. The value of a city-level study is that it asks what citizens standing at a commune or ward counter actually respond to — which parts of the encounter move their assessment of the service, and which do not.
Methods
The study is a case study of Rach Gia City. It surveys 228 social insurance recipients who had been carrying out administrative procedures related to social insurance payments in the communes and wards of the city, and models their reported satisfaction against the service attributes they encountered.
Key findings
Five distinct factors shape citizens' satisfaction with social insurance administrative services: administrative procedures, the attitudes of staff and civil servants, professional expertise, access to services, and physical facilities.
Among those five, physical facilities and the ease of accessing services carry the greatest influence on satisfaction — outweighing the procedural and staff-related factors that reform efforts more commonly target.
The evidence comes from people with direct, recent experience of the process: 228 social insurance recipients who had been completing payment-related procedures at commune and ward offices in Rach Gia City.
The question is not a local one: the paper positions service quality in social insurance as a priority for countries confronting rapid population aging.
Keywords:
Social Insurance
Public Administrative Services
Citizen Satisfaction
Administrative Reform
Service Quality
Vietnam
Link:
Citation:
Nguyen Quynh Huy, Le Ngoc Mai (2022). A Study on Factors Affecting Citizens' Satisfaction on Public Administrative Services of Social Insurance in Rach Gia City, Kien Giang Province, Vietnam. VNU Journal of Science: Policy and Management Studies, 38(4), 68-79.
