Exploring key drivers of satisfaction in government land services: a statistical evaluation from Ha Tinh Province, Vietnam

This research was conducted to evaluate citizens’ satisfaction with public land administration services, focusing on the issuance of land use rights certificates, housing ownership, and assets attached to land for individuals and households, using Hong Linh Town in North Central Vietnam as a case study. A structured Likert-scale questionnaire was administered to 125 respondents who carried out administrative transactions at the Public Administration Center. The data were analyzed using SPSS software, applying Cronbach’s alpha and Exploratory Factor Analysis (EFA). Six service quality factors were examined, including Reliability, Assurance, Responsiveness, Empathy, Tangibles, and Administrative Procedures. The results indicate that overall service quality met respondents’ expectations. Among these factors, Assurance was the strongest contributor to satisfaction (β = 0.271), followed by Tangibles (β = 0.257), Reliability (β = 0.217), Responsiveness (β = 0.210), and Empathy (β = 0.202), while Administrative Procedures showed the lowest satisfaction level (β = 0.192).