AI SearchAssessing the service quality of street level bureaucracy in Ho Chi Minh City, Police Department of the Eleventh District, Vietnam
Call Number: AIT RSPR no.SM-06-112 Material type:
SeriesSeries: Asian Institute of Technology. Research studies project report ; no. SM-06-112Publication details: Pathum Thani, Thailand : Asian Institute of Technology, 2006Description: 115 p. : illSubject(s): Online resources: Dissertation note: Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2006 Summary: In the administrative reform, achievement of satisfaction of the citizen is the very important indicator in success evaluation. In an effort to develop the performance. of street level bureaucracy in the Police department of 11th district, and to increase the positive attitude of the citizen towards the police officials, a public attitude survey was carried out. The survey is to capture expectations of the citizen and to compare these with their perceptions of the service delivered by the Police department of 11th district. The study also reports a parallel SERVQUAL survey of the staff to examine what the frontline-officers think about how service users assess the quality of the service and compare the answers of the officers with those of the users. Another purpose of the research is to explore the application of the SERVQUAL approach to assess the quality of service in Police domain. Then, recommendations are produced for better service quality
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Asian Institute of Technology Library AIT Publications | AIT RSPR no.SM-06-112 (Browse shelf(Opens below)) | 2 | Available | 30050120605398 | |||||||||||||
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Asian Institute of Technology Library Archives | AIT RSPR no.SM-06-112 (Browse shelf(Opens below)) | 3 | Available | 30050120906374 |
A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration
Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2006
In the administrative reform, achievement of satisfaction of the citizen is the very important indicator in success evaluation. In an effort to develop the performance. of street level bureaucracy in the Police department of 11th district, and to increase the positive attitude of the citizen towards the police officials, a public attitude survey was carried out. The survey is to capture expectations of the citizen and to compare these with their perceptions of the service delivered by the Police department of 11th district. The study also reports a parallel SERVQUAL survey of the staff to examine what the frontline-officers think about how service users assess the quality of the service and compare the answers of the officers with those of the users. Another purpose of the research is to explore the application of the SERVQUAL approach to assess the quality of service in Police domain. Then, recommendations are produced for better service quality
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