UBND TNH KHNH HA

S NI V
---------------

Bo co tng hp

Kho st, nh gi mc
hi lng ca t chc v
c nhn i vi s phc v
ca c quan hnh chnh v
n v s nghip cng lp
ti
tnh khnh ha

Khnh Ha, Thng 03 nm 2014

UBND TNH KHNH HA

S NI V
---------------

Kho st, nh gi mc hi lng

ca
t chc v c nhn i vi s phc
v ca
c quan hnh chnh v n v s
nghip
cng lp ti tnh khnh ha

n v t vn:
Khoa Kinh t - i hc Nha Trang
Ch nhim ti: TS. Th Thanh Vinh

Khnh Ha, Thng 03 nm 2014

DANH MC CH VIT TT
ANOVA

Analysis of Variance Phn tch phng sai

BHXH

Bo him x hi

CB, CC, VC

Cn b, Cng chc, Vin chc

CSI

Customer Satisfaction Index Ch s hi lng ca

khch hng

EFA

Exploration Factor Analysis Phn tch nhn t

khm ph

HCNN

Hnh chnh nh nc

HND

Hi ng nhn dn

ISO

International Organization for Standardization T

chc quc t v tiu chun ha

KHT

K hoch v u t

Lao ng

PAPI

Provincial Governance and Public Administration

Index - Ch s hiu qu qun tr v hnh chnh cng
cp tnh

PCI

Provincial Competitiveness Index - Ch s nng lc

cnh tranh cp Tnh

PHCN

Phc hi chc nng

TBXH

Thng binh x hi

TNMT

Ti nguyn v Mi trng

UBND

y ban nhn dn

DANH MC BNG
Bng 3.1 Gii thch khi nim v o lng i vi dch v hnh chnh cng . 32
Bng 3.2 Gii thch khi nim v o lng i vi dch v y t ...................... 36
Bng 3.3 S lng mu kho st d kin cho cc c quan, n v .................. 39
Bng 4.1: Thng k m t mu theo c im nhn khu hc.
42
Bng 4.2: Thng k m t mu theo c quan/t chc c nh gi .............. 44
Bng 4.3: Phn b mu theo a phng v lnh vc nh gi ........................ 45
Bng 4.4: Mc hi lng i vi cc S ....................................................... 49
Bng 4.5. Mc hi lng i vi cc n v Bo him x hi ...................... 50
Bng 4.6. Mc hi lng i vi cc n v Kho bc Nh nc .................. 50
Bng 4.7. Mc hi lng i vi cc n v ngnh Thu ............................. 51
Bng 4.8. Mc hi lng i vi UBND cc huyn, th x, thnh ph ......... 51
Bng 4.9. Tip cn dch v ............................................................................... 53
Bng 4.10. iu kin n tip v phc v ........................................................ 55
Bng 4.11. Th tc hnh chnh ......................................................................... 58
Bng 4.12: Cc thnh phn ca thang o S phc v ca CB, CC, VC ....... 62
Bng 4.13. Kt qu, tin gii quyt cng vic ............................................. 64
Bng 4.14. Tip nhn v x l thng tin phn hi............................................ 66
Bng 4.15 : Phn tch h s Cronbach alpha cho cc thang o ........................ 82
Bng 4.16: Phn tch nhn t khm ph (EFA) ................................................ 84
Bng 4.17: H s hi quy. ................................................................................ 86
Bng 4.18: Kt qu phn tch ANOVA ........................................................... 88
Bng 4.19: Thng k m t mu theo bnh vin a khoa/chuyn khoa ........... 92
Bng 4.20: Thng k m t mu theo c im nhn khu hc ....................... 93
Bng 4.21: Mc hi lng i vi cc n v khm cha bnh .................... 95
Bng 4.22: Nhng kh khn thng gp phi khi s dng dch v khm cha
bnh ti c s y t ............................................................................................. 98
Bng 4.23: Cc thnh phn ca thang o Tip cn dch v ti c s y t... 100
Bng 4.24: Cc thnh phn ca thang o iu kin n tip v phc v... 100
Bng 4.25: Cc thnh phn ca thang o S phc v ca cn b y t ........ 101
Bng 4.26: Cc thnh phn ca thang o Kt qu dch v ......................... 101
Bng 4.27: Cc thnh phn ca thang o Chi ph dch v .......................... 102
Bng 4.28: Cc thnh phn ca thang o Tip nhn v x l thng tin phn
hi .................................................................................................................. 103
Bng 4.29: Phn tch h s Cronbach alpha cho cc thang o ....................... 104
Bng 4.30: Phn tch nhn t khm ph (EFA) .............................................. 105
Bng 4.31: H s hi quy ............................................................................... 107
Bng 4.32: Kt qu phn tch ANOVA ......................................................... 108
Bng 4.33: Tng hp nguyn nhn lm cho khch hng khng hi lng ...... 109
Bng 4.34 Tng hp cc kin gp nng cao cht lng khm cha bnh
ti bnh vin .................................................................................................... 111

DANH MC HNH
Hnh 4.1. Thi gian trung bnh (ngy) cho mi giao dch. ............................... 47
Hnh 4.2. Thi gian thc hin giao dch nhanh/chm hn so vi qui nh ...... 47
Hnh 4.3. Mc hi lng chung ca tng khi c quan ................................ 52
Hnh 4.4. Mc hi lng v Tip cn dch v ca tng khi c quan .......... 55
Hnh 4.5. Mc hi lng v iu kin tip n v phc v ca tng khi c
quan ................................................................................................................... 57
Hnh 4.6. Mc hi lng v Th tc hnh chnh ca tng khi c quan ...... 61
Hnh 4.7. Mc hi lng v s phc v ca CBCC tng khi c quan ........ 63
Hnh 4.8. Mc hi lng v kt qu, tin gii quyt cng vic ca tng
khi c quan ...................................................................................................... 65
Hnh 4.9. Mc hi lng v tip nhn, x l thng tin phn hi ca tng khi
c quan .............................................................................................................. 68
Hnh 4.10. Nhng kh khn thng gp ca t chc/c nhn khi s dng dch
v hnh chnh cng ........................................................................................... 68
Hnh 4.11: Nhng kh khn ca p vin i vi BHXH. .............................. 70
Hnh 4.12: Nhng kh khn ca p vin i vi BHXH huyn. ................... 70
Hnh 4.13: Nhng kh khn ca p vin i vi BHXH tnh ........................ 71
Hnh 4.14: Nhng kh khn ca p vin i vi cc S. ............................... 71
Hnh 4.15: Nhng kh khn ca p vin i vi S cng thng ................. 72
Hnh 4.16: Nhng kh khn ca p vin i vi S KHT .......................... 73
Hnh 4.17: Nhng kh khn ca p vin i vi S Lao ng ...................... 73
Hnh 4.18: Nhng kh khn ca p vin i vi S TN-MT......................... 73
Hnh 4.19: Nhng kh khn ca p vin i vi S T php ........................ 74
Hnh 4.20: Nhng kh khn ca p vin i vi S Xy dng ..................... 74
Hnh 4.21. Nhng kh khn ca p vin i vi cc Kho bc ....................... 75
Hnh 4.22: Nhng kh khn ca p vin i vi Kho bc Cam Lm ............ 76
Hnh 4.23: Nhng kh khn ca p vin i vi Kho bc Cam Ranh ........... 76
Hnh 4.24: Nhng kh khn ca p vin i vi Kho bc Din Khnh ......... 76
Hnh 4.25: Nhng kh khn ca p vin i vi Kho bc Khnh Sn .......... 77
Hnh 4.26: Nhng kh khn ca p vin i vi Kho bc Khnh Vnh ....... 77
Hnh 4.27: Nhng kh khn ca p vin i vi Kho bc Nha Trang. .......... 77
Hnh 4.28: Nhng kh khn ca p vin i vi Kho bc Ninh Ha ............ 78
Hnh 4.29: Nhng kh khn ca p vin i vi Kho bc Vn Ninh ............ 78
Hnh 4.30: Nhng kh khn ca p vin i vi Kho bc tnh ...................... 78
Hnh 4.31: Nhng kh khn ca p vin i vi lnh vc Thu .................... 79
Hnh 4.32: Nhng kh khn ca p vin i vi Chi cc thu. ..................... 80
Hnh 4.33: Nhng kh khn ca p vin i vi Cc thu tnh. .................... 80
Hnh 4.34: Nhng kh khn ca p vin i vi UBND. .............................. 81
Hnh 4.37: Nhng kh khn thng gp phi khi s dng dch v khm ....... 97

MC LC
M U ....................................................................................................................1
1. S cn thit v cc cn c php l......................................................................1
2. Mc tiu ca ti ...............................................................................................2
2.1 Mc tiu tng qut ................................................................................ 2
2.2 Mc tiu c th ...................................................................................... 3
3. i tng nghin cu ..........................................................................................3
3.1 i tng nghin cu ........................................................................... 3
3.2 Phm vi nghin cu............................................................................... 4
4. Phng php nghin cu ....................................................................................4
5. Tng quan cc cng trnh nghin cu c lin quan ..........................................6
6. Kt cu ni dung ca bo co tng hp : ...........................................................8
PHN I.
TNG QUAN V C QUAN HNH CHNH NH NC V N V S
NGHIP Y T CNG LP THUC TNH KHNH HA....................................9
I. T CHC CC C QUAN HNH CHNH NH NC A PHNG ...9
1. y ban nhn dn cc cp v b my gip vic..................................................9
2. Thc hin chc nng cung cp dch v cng ca cc c quan hnh
chnh ....................................................................................................................... 12
II. T CHC CC N V S NGHIP Y T CNG LP THUC TNH .... 15
1. Gii thiu chung ................................................................................................ 15
2. Cc n v s nghip y t.................................................................................. 16
PHN II.
C S L THUYT V M HNH XUT .................................................. 19
I. C S L THUYT .......................................................................................... 19
1. Dch v cng ...................................................................................................... 19
2. Dch v hnh chnh cng .................................................................................. 22
3. L thuyt v cht lng dch v ...................................................................... 25
4. L thuyt v s hi lng ca khch hng........................................................ 26
II. MT S M HNH L THUYT ................................................................... 26
(1) M hnh nh gi cht lng dch v v s hi lng ca khch hng
(Parasuraman, 2002) ............................................................................................... 26
(2) M hnh tha mn khch hng theo chc nng v quan h (Parasuraman, 1994)
................................................................................................................................. 26
(3) M hnh nhn qu gia s cm nhn cht lng ca khch hng vi s tha
mn ca khch hng (Zeithaml & Bitner, 2000) .................................................... 27
III. M HNH XUT O LNG D HI LNG CA
KHCH HNG..................................................................................................... 28

1. i vi cht lng dch v hnh chnh cng (s phc v ca c quan hnh chnh
nh nc) ................................................................................................................. 28
2. i vi cht lng dch v s nghip cng: ........................................................ 29
PHN III .................................................................................................................. 30
PHNG PHP NGHIN CU ........................................................................... 30
I. PHNG PHP NGHIN CU ........................................................................ 30
1. Quy trnh nghin cu ........................................................................................ 30
2. Thit k nghin cu ............................................................................................ 32
II. XY DNG BN HI V QUY TRNH KHO ST ................................... 32
1. Xy dng bn hi ................................................................................................ 32
2. Xc nh t l chn mu v kch thc mu kho st ...................................... 38
3. Quy trnh kho st nh gi mc hi lng ................................................... 40
PHN IV ................................................................................................................. 42
NH GI MC HI LNG CA T CHC, C NHN I VI S
PHC V CA C QUAN HNH CHNH NH NC V LNH VC
KHM CHA BNH ............................................................................................. 42
A. KHI CC C QUAN HNH CHNH ............................................................ 42
I. M T I TNG KHO ST ................................................................. 42
II. NH GI MC HI LNG CA T CHC, C NHN I
VI S PHC V CA C QUAN HNH CHNH ....................................... 46
1. nh gi v thi gian phc v ca c quan hnh chnh .................. 46
2. nh gi mc hi lng chung ....................................................... 47
2.1. Nhm 06 S thuc UBND tnh: ......................................................... 49
2.2. i vi lnh vc Bo him X hi: .................................................... 49
2.3. i vi lnh vc Kho bc Nh nc: ................................................. 50
2.4. i vi lnh vc thu: ........................................................................ 51
2.5. i vi UBND cc huyn, th x, thnh ph: .................................... 51
3. nh gi mc hi lng trn tng tiu ch cht lng dch v .................. 52
3.1. Tip cn dch v:................................................................................ 52
3.2. iu kin tip n v phc v: .......................................................... 55
3.3. Th tc hnh chnh: ........................................................................... 57
3.4. S phc v ca cn b, cng chc, vin chc: .................................. 61
3.5. Kt qu, tin gii quyt cng vic ................................................. 63
3.6. Tip nhn v x l thng tin phn hi ............................................... 65
4. Nhng kh khn thng gp khi giao dch vi c quan Nh nc ....... 68
4.1. i vi lnh vc BHXH ...................................................................... 69
4.2. i vi cc S .................................................................................... 71
4.3. i vi cc Kho bc .......................................................................... 74
4.4. i vi lnh vc Thu ........................................................................ 79
4.5. i vi UBND huyn, th x, thnh ph ............................................ 80
5. Phn tch cc nhn t nh hng n mc hi lng ................................. 81

5.1. nh gi tin cy ca cc thang o bng h s Cronbachs alpha

................................................................................................................... 81
5.2. Phn tch nhn t khm ph .............................................................. 83
5.3. Phn tch hi quy ............................................................................... 86
5.4. Phn tch ANOVA .............................................................................. 87
III. NGUYN NHN KHNG HI LNG V GP I VI CHT
LNG DCH V ............................................................................................... 89
1. Nhng nguyn nhn lm cho khch hng khng hi lng vi cht
lng dch v hnh chnh cng ................................................................. 89
2. kin ng gp ca khch hng vi cht lng dch v hnh chnh
cng ........................................................................................................... 90
B. NH GI MC HI LNG CA KHCH HNG I VI S
PHC V CA CC C S KHM, CHA BNH (BNH VIN A KHOA,
CHUYN KHOA) .................................................................................................. 92
I. M T I TNG KHO ST ................................................................. 92
II. NH GI MC HI LNG CA KHCH HNG I VI
CHT LNG DCH V KHM CHA BNH ........................................... 94
III. MC HI LNG TRN TNG TIU CH CHT LNG
DCH V KHM CHA BNH ........................................................................ 99
IV. PHN TCH CC NHN T NH HNG N MC HI
LNG ................................................................................................................... 103
V. NGUYN NHN KHCH HNG CHA HI LNG V CC GP
V CHT LNG DCH V ...................................................................... 108
1. Nhng nguyn nhn lm cho khch hng khng hi lng vi cht
lng dch v khm cha bnh ti cc c s y t .................................. 108
2. kin ng gp ca khch hng vi cht lng dch v khm cha
bnh ti cc c s y t ............................................................................ 109
PHN V ................................................................................................................ 112
MT S KIN NGH NHM NNG CAO S HI LNG CA T CHC V
C NHN I VI S PHC V CA CC C QUAN HNH CHNH NH
NC V CC C S Y T............................................................................. 112
1. Kin ngh i vi cc c quan hnh chnh cng ............................................... 112
2. Kin ngh i vi lnh vc khm cha bnh ..................................................... 113
3. xut mt s gii php chung ........................................................................ 114
KT LUN ........................................................................................................... 118
TI LIU THAM KHO..................................................................................... 119

M U
1. S cn thit v cc cn c php l
Chng trnh tng th ci cch hnh chnh (CCHC) giai on 2011
2020 ca Chnh ph t mc tiu: n nm 2020, s hi lng ca ngi dn, t
chc v doanh nghip i vi s phc v ca c quan hnh chnh t trn
80%, i vi n v s nghip cng lp t trn 70%.
n nm 2020, tnh Khnh Ha cng phi m bo yu cu chung ca
c nc. C th, mc tiu chnh n 2015: S hi lng i vi s phc v ca
c quan hnh chnh t trn 70%, i vi n v s nghip cng lp t trn
60%. Ring nm 2013 phi t mc 60% i vi cc c quan hnh chnh v
50% i vi n v s nghip cng lp. Nh vy, vic o lng s hi lng
ca khch hng nh gi chnh xc v hin trng cht lng phc v ca b
my nh nc tnh l ht sc cn thit. Trn c s kt qu nghin cu , c
quan chc nng kp thi pht hin nhng mt mnh, nhng im yu v xy
dng cc gii php bo m t mc tiu cho tng thi k p ng yu cu
ci cch hnh chnh mnh m, thc cht, hng v phc v ngy cng tt hn
cho ngi dn v hon thin nn hnh chnh.
Thc t, mt s tnh v thnh ph hin nay cng ch ng trin khai
vn ny vi cch thc, kt qu c khc nhau. V pha Trung ng, theo s
phn cng ti Chng trnh tng th, B Ni v c n Phng php o
lng s hi lng ca ngi dn v t chc i vi s phc v ca c
quan hnh chnh nh nc (B Gio dc v o to, B Y t c phn
cng xy dng Phng php p dng i vi ngnh, lnh vc mnh nhng
n thng 8/2013 cha trin khai).
Phng php o lng ca B Ni v tp trung nh gi trn 04 tiu
ch: (1) Tip cn dch v; (2) Th tc hnh chnh; (3) S phc v ca Cng
chc; v (4) Kt qu gii quyt cng vic. Ni dung c bn ca n c th
nghin cu v tip thu p dng cho tnh. Tuy nhin, cn c th ha v cch
1

thc, gc tip cn, m hnh nh gi cht lng c p dng v nhiu ni

dung cn thit khc. Bi cnh t ra yu cu phi c mt b cng c hon
chnh c th gp phn o lng, nh gi chnh xc, khch quan cho c
hnh chnh ln s nghip, v phi tin hnh ngay trong nm 2013. Chnh v
vy, vic nghin cu Kho st, nh gi mc hi lng ca t chc v c
nhn i vi s phc v ca c quan hnh chnh v n v s nghip cng
lp ti tnh Khnh Ha l ht sc cn thit v cp bch.
cng ny c xy dng cn c trn cc vn bn php l sau:
- Chng trnh tng th ci cch hnh chnh nh nc giai on 2011
2020 ca Chnh ph;
Chng trnh ci cch hnh chnh tnh Khnh Ha giai on 2011 2020;
- K hoch ci cch hnh chnh nm 2013 tnh Khnh Ha;
- Quyt nh s 1383/Q-BNV ngy 28/12/2012 ca B Ni v ph
duyt n xy dng Phng php o lng s hi lng ca ngi dn,
t chc v doanh nghip i vi s phc v ca c quan hnh chnh nh
nc;
- K hoch s 4733/KH-UBND ngy 21/8/2013 ca UBND tnh Khnh
Ha v kho st, nh gi mc hi lng ca t chc, c nhn i vi
s phc v ca c quan hnh chnh nh nc v n v s nghip cng
lp trn a bn tnh Khnh Ha nm 2013.
2. Mc tiu ca ti
2.1 Mc tiu tng qut
- Vic kho st, nh gi mc hi lng ca ngi dn, t chc v
doanh nghip i vi s phc v ca c quan hnh chnh nh nc v
n v s nghip cng lp trn a bn tnh nhm gp phn o lng
cht lng dch v do c quan hnh chnh nh nc v n v s nghip
cng lp cung cp.
- T kt qu kho st, nh gi, kp thi pht hin nhng mt mnh,
nhng im yu v nguyn nhn; xy dng v thc hin cc gii php
2

 tng bc nng cao cht lng phc v ca cc c quan hnh chnh

v n v s nghip; p ng nhu cu ca nhn dn trong tng thi k;
thc hin ci cch hnh chnh mnh m, quyt lit; em li s hi lng
ngy cng cao cho ngi dn, t chc v doanh nghip; bo m thc
hin mc tiu Chng trnh ci cch hnh chnh tnh Khnh Ha giai
on 2011 2020.
2.2 Mc tiu c th
- Xy dng thang o s hi lng ca khch hng khi s dng dch v
hnh chnh cng.
- Ch ra c cc nhn t nh hng v mc nh hng ca tng nhn
t n s hi lng ca khch hng i vi s phc v ca cc c quan
hnh chnh v n v s nghip cng lp ti tnh Khnh Ha.
- Xc nh mc hi lng ca khch hng i vi tng lnh vc dch v,
tng khi c quan, khi n v cung cp dch v, ti tng cp hnh
chnh a phng v mc hi lng chung ca 02 lnh vc hnh chnh
Nh nc v s nghip cng lp trn a bn ton tnh.
- Kin ngh, xut mt s gii php, chnh sch nhm nng cao cht
lng dch v cng v s hi lng ca khch hng, bo m n nm
2015 t mc tiu v s hi lng m Chng trnh CCHC tnh giai on
2011 2020 ra.
3. i tng nghin cu
3.1 i tng nghin cu
- L thuyt lin quan n cht lng dch v, cht lng dch v cng v
s hi lng ca khch hng i vi cht lng dch v.
- S hi lng ca khch hng s dng dch v cng (lnh vc hnh chnh
cng v s nghip cng).
Khch th ca nghin cu ny l cc khch hng (t chc v c nhn) s dng
dch v hnh chnh v s nghip cng.
3

3.2 Phm vi nghin cu

a) Theo K hoch s 4733/KH-UBND ngy 21/8/2013 ca UBND tnh
Khnh Ha v kho st, nh gi mc hi lng ca t chc, c nhn i vi
s phc v ca c quan hnh chnh nh nc v n v s nghip cng lp trn
a bn tnh Khnh Ha nm 2013; s thc hin kho st, nh gi cc c
quan, n v, lnh vc sau:
- Cc S: K hoch v u t, T php, Cng thng, Ti nguyn v Mi
trng, Lao ng - Thng binh v X hi, Xy dng;
- UBND cc huyn, th x, thnh ph (trn 06 lnh vc chnh: t ai;
ng k kinh doanh; xy dng giao thng; lao ng thng binh v
x hi; cng chng, chng thc h tch; cng thng);
- Lnh vc thu; lnh vc bo him x hi; lnh vc cp pht ngn sch;
- Lnh vc dch v khm, cha bnh do cc n v s nghip y t cng lp
cung cp.
b) i tng ly kin: l cc c quan, t chc, c nhn c giao dch
cng vic, th tc hnh chnh, s dng dch v trong nm 2013 ti cc c quan
hnh chnh, n v s nghip cng lp thuc phm vi trn.
c) Thi gian kho st: t thng 10/2013 n 12/2013.
4. Phng php nghin cu
t c cc mc tiu ch ra trn, ti ny vn dng cc
phng php nghin cu nh sau:
(1)

Phng php nghin cu nh tnh vi k thut tho lun nhm

chuyn gia (c p dng cho vic nghin cu s b) kt hp vi phng

php quan st ti hin trng cc im kho st. Tin hnh iu tra th vi
khong 50 phiu kho st. Qu trnh ny cho php khm ph, iu chnh v b
sung thang o cc thnh phn cht lng dch v cng v nh hng ca
chng n s hi lng ca khch hng v m hnh l thuyt c xut phn
nh mi quan h gia chng

(2)

Phn tch thng k m t cc thuc tnh cn nh gi v cht

lng dch v cng cng nh % mc hi lng ca khch hng.

(3)

Phng php nghin cu nh lng :

Dng k thut phng vn trc tip khch hng khi s dng dch v hnh
chnh cng v dch v y t cng lp ti tnh Khnh Ha thng qua bn cu hi
chi tit c s dng thu thp d liu. Mu c chn theo phng php
hn ngch v thun tin vi kch thc mu d kin ban du l 2720.
Vic nh gi thang o c thc hin thng qua 02 bc. Bc nh
gi s b s dng phng php Cronbach alpha v phn tch yu t khm ph
EFA thng qua phn mm SPSS 18.0. Sau , s dng phng php phn tch
hi quy kim nh cc gi thuyt thng k v phn tch ANOVA kim
nh s khc bit s nh gi ca khch hng v dch v hnh chnh v s
nghip y t cng theo cc c im nhn khu hc.
Thu thp d liu
Phiu kho st c a trc tip cho khch hng ti cc a im cung
cp dch v hnh chnh cng (nh ti cc a im thc hin th tc hnh
chnh mt ca, cc S) v cc n v s nghip, kt hp vi iu tra ti nh.
Vi s hng dn ca iu tra vin, khch hng s hon thnh cc mc hi v
phiu kho st c thu li trc tip. Trc khi t chc iu tra thc t, cc
iu tra vin c tp hun v phng php v nhng k nng c bn
khuyn khch s cng tc cng nh m bo nhng cu tr li phn nh ng
nhng nh gi ca khch hng. m bo khch quan trong cc nh gi
ca khch hng, vic thu thp kin ny c thc hin mt cch c lp.
ng thi, m bo s lng mu theo yu cu, thu thp thm mt
lng phiu ph tri (khong 5% tng s mu) b cho nhng phiu khng
t tiu chun. V vy s phiu hp l c a vo tnh ton phn tch d liu
ln n 2.758 phiu.
Phn tch d liu

Sau khi tin hnh thu thp thng tin, d liu cn c m ho vo phn
mm my tnh (SPSS). Sau d liu ny c lm sch, bin tp v lu tr
cn thn. Bc tip theo l phn tch d liu theo mc tiu nghin cu ra
bng phn mm thng k chuyn dng (SPSS). Cc th tc phn tch thng k
chnh c thc hin trong nghin cu ny l phn tch nhn t khm ph
(EFA), phn tch hi quy v cc kim nh thng k.
5. Tng quan cc cng trnh nghin cu c lin quan
C nhiu cng trnh nghin cu v s hi lng ca khch hng s dng
cc loi dch v cng, c th k n nh :
- Lun vn thc s ca Nguyn Hunh Thi Tm (2009) nh gi s tha
mn ca khch hng i vi cht lng khm cha bnh ph sn ti Trung tm
Y t TP. Nha Trang. Phn tch da trn 500 mu iu tra, tc gi a ra kt
lun c 5 yu t tc ng n s tha mn ca bnh nhn l: 1) Thi
nhit tnh cm thng, 2) Tin cy, 3) m bo, 4) Phng tin hu hnh, 5) Chi
ph khm cha bnh.
- Lun vn thc s ca Chu Duy Thnh (2009) Cht lng dch v cm
nhn tc ng n s tha mn ca khch hng i vi dch v khm cha
bnh ti Bnh vin a khoa tnh Khnh Ha. Phn tch a ra kt lun c 5
yu t tc ng n s tha mn ca bnh nhn l: 1) Thi nhit tnh
cm thng, 2) Tin cy, 3) m bo, 4) Phng tin hu hnh, 5) Chi ph khm
cha bnh.
- Lun vn thc s ca Lng Th Thy Dng (2012) o lng s tha
mn ca khch hng i vi dch v y t ti Phng khm a khoa Tn c,
thnh ph Nha Trang. Kt qu nghin cu vi 351 mu cho thy c 7 thnh
phn nh hng n s hi lng ca khch hng: Chi ph iu tr, Nng lc
phc v, ng cm, Phng tin hu hnh, Thi gian ch i, S tin cy.
- Lun vn thc s ca Vn Cng (2012) nh gi mc hi lng
ca ngi np thu i vi cht lng dch v tuyn truyn h tr ti cc thu
tnh Kin Giang. Kt qu nghin cu cho thy mc hi lng ca ngi np
thu i vi cht lng dch v tuyn truyn h tr ti Cc Thu tnh Kin
6

Giang gm 7 thnh phn: 1. Cm thng, cng bng; 2. Tin cy; 3. p ng; 4.

Cng khai quy trnh; 5. Nng lc phc v; 6. C s vt cht; 7. Cng khai
cng v.
- Lun vn thc s ca Phan Tn Pht (2010) M hnh nghin cu v s
hi lng ca ngi np thu v CLDV Phng TTHT Cc Thu tnh Bn
Tre. Kt qu nghin cu nh tnh cho thy c 06 nhn t : C s vt cht hu
hnh, tin cy, p ng, nng lc phc v, s cm thng v tnh minh bch
cng khai; c th tc ng n mc hi lng ca ngi np thu. Sau khi
phn tch cn li 03 nhn t tc ng l: Nng lc qun l v phc v; Tin cyp ng; C s vt cht hu hnh.
- ti cp c s ca L Dn Xy dng m hnh nh gi mc hi
lng ca dn c v t chc v dch v hnh chnh cng cp qun (trng hp
ti qun Ng Hnh Sn) (2010), nh gi s hi lng v dch v hnh chnh
cng ca cng dn v t chc. (2011).
- Vin nghin cu pht trin Kinh t-x hi Nng (2011) Kho st,
nh gi mc hi lng ca cng dn i vi dch v hnh chnh cng trn
a bn thnh ph Nng. Kt qu kho st thng k m t vi 4000 phiu
trn cc thnh phn cht lng dch v nh : Mc thun tin, Kh nng p
ng, Chi ph s dng dch v, C ch phn hi gp , khiu ni t co cho 4
lnh vc (Dch v khm cha bnh, Dch cng chng, Th tc nhp hc lp 1
v lp 6, Dch v tip nhn v tr kt qu ti cc qun huyn).
Nhn chung, cc cng trnh nghin cu nu trn u phn nh cc nhn t
c bn nh hng n s hi lng ca t chc v c nhn s dng dch v
cng. Tuy nhin, cha c cng trnh nghin cu no kho st s hi lng ca
t chc v c nhn i vi s phc v ca c quan HCNN v n v s nghip
cng lp tnh khnh Ha, ti khng c s trng lp v ni dung. M hnh
nghin cu xut cho kho st c tng hp t vic h thng ha c s
l thuyt, tham kho k tha cc kinh nghim thc tin nu trn v vn dng
cho iu kin tnh Khnh Ha.
7

6. Kt cu ni dung ca Bo co tng hp :
B ti liu gm 1 Bo co tng hp v 5 chuyn .
Ngoi phn m u, kt lun, ph lc v ti liu tham kho, kt cu ca Bo
co tng hp gm c cc ni dung sau :
-

Phn I : Tng quan v C quan hnh chnh Nh nc v cc c s y t

cng lp thuc tnh Khnh Ha

Phn II : C s l thuyt v m hnh xut

Phn III : Phng php nghin cu

Phn IV: nh gi mc hi lng ca t chc v c nhn i vi s

phc v ca c quan HCNN v n v s nghip cng lp tnh khnh
Ha.

Phn V : Mt s kin ngh nhm nng cao s hi lng ca ca t chc

v c nhn i vi s phc v ca cc c quan hnh chnh Nh nc v
cc c s y t tnh Khnh Ha

PHN I
TNG QUAN V C QUAN HNH CHNH NH NC V
N V S NGHIP Y T CNG LP
THUC TNH KHNH HA
I. T CHC CC C QUAN HNH CHNH NH NC A
PHNG
1. y ban nhn dn cc cp v b my gip vic
Theo Lut T chc HND v UBND nm 2003, UBND do HND bu
l c quan chp hnh ca HND, c quan hnh chnh nh nc a phng,
chu trch nhim trc HND cng cp v c quan nh nc cp trn. UBND
chu trch nhim chp hnh Hin php, lut, cc vn bn ca c quan nh
nc cp trn v ngh quyt ca HND cng cp nhm bo m thc hin ch
trng, bin php pht trin kinh t - x hi, cng c quc phng, an ninh v
thc hin cc chnh sch khc trn a bn. UBND thc hin chc nng qun
l nh nc a phng, gp phn bo m s ch o, qun l thng nht
trong b my hnh chnh nh nc t trung ng ti c s.
M hnh t chc c quan hnh chnh nh nc a phng theo Lut
hin nay gm 3 cp: cp tnh (UBND tnh, thnh ph trc thuc Trung ng),
cp huyn (UBND huyn, qun, th x, thnh ph thuc tnh) v cp x
(UBND x, phng, th trn). Nhim v, quyn hn ca HND, UBND tng
cp c bn c quy nh thng nht, bc u c phn nh gia chnh quyn
th v chnh quyn nng thn.
cp tnh, b my gip vic cho UBND tnh Khnh Ha gm cc S,
c quan ngang S (gi chung l c quan chuyn mn thuc UBND tnh) c
t chc theo Ngh nh s 13/2008/N-CP ca Chnh ph v hng dn ca
B Ni v v B qun l ngnh, lnh vc. Hin nay, tng s cc S, ngnh
thuc UBND tnh l19, trong c 17 c quan c t chc thng nht v 02
c quan t chc theo c th l S Ngoi v v Ban Dn tc. Ngoi ra, cng
theo c th a phng, tnh Khnh Ha c Ban qun l Khu kinh t Vn
9

Phong l c quan hnh chnh nh nc trc thuc UBND tnh, thc hin chc
nng, thm quyn qun l nh nc i vi Khu kinh t Vn Phong v cc khu
cng nghip trn a bn tnh trong mt phm vi c quy nh. Chc nng c
bn ca cc S, c quan ngang S l tham mu, gip UBND tnh thc hin
chc nng qun l nh nc i vi ngnh, lnh vc c phn cng. thc
hin chc nng ny, nhim v, quyn hnh ca cc S c quy nh rt c
th. Ngoi tr Vn phng UBND tnh (l c quan tham muu tng hp, gip
vic), cc c quan chuyn mn cn li u tham gia thc hin chc nng qun
l nh nc theo y quyn trong phm vi thm quyn ca UBND tnh.
Trong c cu t chc ca mt s S qun l a ngnh cn c cc Chi
cc, Ban trc thuc, c phn cp, y quyn thc hin qun l chuyn su
i vi cc lnh vc c th. Tng s chi cc, ban hin nay l l 18 n v (tp
trung nhiu nht S Nng nghip v Pht trin nng thn, Ti nguyn v
Mi trng, Ni v, T php). Trong qu trnh kin ton t chc, cc c quan
lin quan tin hnh r sot cc vn bn quy phm php lut v thc t qun l
ti a phng, phn nh chc nng, nhim v, phm vi qun l mt s lnh
vc trng im nh: nh gi t v thu tin thu t, nh gi ti sn trn t,
u gi cho thu t v giao t, khong sn, bi thng, h tr, ti nh c,
ti nguyn nc, T kt qu r sot, tham mu UBND tnh quy nh
chc nng, nhim v, quyn hn ca cc S, ngnh ng quy nh, ph hp
vi thc t qun l, khc phc c bn tnh trng chng ln chc nng, nhim
v hoc khng r u mi qun l, gp phn tch cc tho g cc vng mc
v th tc hnh chnh, lm r trch nhim v c ch phi hp qun l trn mt
s lnh vc c tc ng trc tip n pht trin kinh t - x hi.
cp tnh, ngoi t chc b my hnh chnh a phng, cn c cc c
quan c t chc v qun l theo h thng dc ca Trung ng (gi tt l c
quan ngnh dc) cng thc hin hoc phi hp thc hin chc nng qun l
nh nc trn a bn tnh nh: Cc thu, Cc Hi quan, Ngn hng Nh nc,
Cng an tnh, B i bin phng, T chc b my, bin ch, ngn sch,
nhim v, quyn hn ca cc c quan ny do B, ngnh Trung ng ch qun
quyt nh, do vy c s c lp tng i v mt t chc. Tuy nhin, vic
10

thc hin chc nng, nhim v c s gn kt cht ch vi thc hin nhim v

chnh tr - hnh chnh, ch trng v gii php pht trin kinh t - x hi ca
a phng, chu s iu hnh chung ca UBND tnh.
cp huyn, UBND huyn, th x, thnh ph thuc tnh l c quan hnh
chnh nh nc cp huyn. B my c quan chuyn mn gip vic gm 12
phng, ban; ring thnh ph Cam Ranh, th x Ninh Ha, cc huyn: Cam
Lm, Khnh Sn v Khnh Vnh c thm 01 t chc theo c th l Phng
Dn tc. Huyn Trng Sa l huyn o, UBND huyn cha c c quan
chuyn mn.
V c cu c quan chuyn mn cp huyn theo Ngh nh s
14/2008/N-CP v Ngh nh s 12/2010/N-CP, nhn chung hng n
phn nh v t chc b my theo tng loi n v hnh chnh cp huyn. C
th l bn cnh 10 c quan c quy nh t chc thng nht ti tt c n v
cp huyn, cc huyn thuc tnh c t chc thm hai c quan mang tnh c
th l Phng Kinh t v H tng v Phng Nng nghip v Pht trin nng
thn; th x, thnh ph v cc huyn c tc th ha cao c t chc
Phng Qun l th v Phng Kinh t. Cc n v tiu ch theo Ngh nh
s 53/2004/N-CP th thnh lp thm Phng Dn tc. Nh vy c 03 n v
c 12 phng, ban chuyn mn (Nha Trang, Vn Ninh, Din Khnh), 05 n v
c 13 phng, ban chuyn mn; UBND huyn Trng Sa cha c c quan
chuyn mn no.
cp huyn cng c t chc cc c quan ngnh dc (nh thu, cng an)
hoc ca S, ngnh cp tnh (nh kim lm) t ti a phng tham gia qun
l nh nc theo ngnh lnh vc v tham gia thc hin nhim v chnh tr ca
a phng.
cp x, UBND x, phng, th trn l c quan hnh chnh nh nc
a phng, thc hin chc nng qun l nh nc i vi cc lnh vc kinh t
- x hi, an ninh, quc phng trn a bn. Tnh Khnh Ha hin nay c 140
x, phng, th trn. gip UBND cp x thc hin chc nng qun l nh
nc, c 07 chc danh cng chc chuyn mn c tuyn dng, b nhim
theo trnh t, th tc quy nh.
11

2. Thc hin chc nng cung cp dch v cng ca cc c quan hnh

chnh
Theo quy nh v thc tin hin nay, cc c quan hnh chnh nh nc
a phng u c chc nng v trch nhim cung cp dch v hnh chnh
cng cho t chc v c nhn. cp x, UBND x, phng, th trn trc tip
cung cp ton b dch v hnh chnh cng c php lut quy nh thuc thm
quyn v trch nhim ca mnh. cp huyn v cp tnh, ngoi UBND, cc c
quan chuyn mn, cc c quan ngnh dc cng tham gia cung cp dch v
hnh chnh cng theo phn cp hoc y quyn ca cp c thm quyn. i vi
cc dch v thuc thm quyn ca UBND cp tnh, cp huyn th hu ht u
do cc c quan chuyn mn lm u mi tip nhn v tham mu v mt
chuyn mn nghip v.
V mt khoa hc hnh chnh, theo quan im ca Vit Nam hin nay,
dch v hnh chnh cng c hiu l nhng hot ng phc v quyn v
ngha v c bn ca cc t chc v c nhn cng dn, do cc c quan hnh
chnh nh nc thc hin da trn thm quyn hnh chnh php l ca Nh
nc [4]. V lin quan n quyn v ngha v c bn, cc dch v hnh chnh
cng trn thc t rt a dng, phong ph v c nhiu cch phn nhm, phn
loi khc nhau. Tuy nhin tu trung li, c th chia thnh cc nhm chnh sau
y:
- Gii quyt cc th tc hnh chnh (cp php, ng k, chng nhn, xc nhn,
chng thc, cp chng ch,);
- Hot ng thu cc khon ng gp vo ngn sch v cc qu ca nh nc;
- Gii quyt khiu ni, t co, x l vi phm hnh chnh;
- Cung cp thng tin, cc h tr, t vn hnh chnh.
Cc nhm dch v trn u c ngha quan trng trong vic thc hin
chc nng cung cp dch v hnh cng ca cc c quan hnh chnh a
phng. Trong , nhm dch v gii quyt cc th tc hnh chnh lin quan
mt thit ti vic thc hin quyn, ngha v ca t chc, c nhn; l knh giao
tip quan trng nht gia ngi dn vi c quan nh nc; l nhm dch v
phc tp, pht sinh lin tc, thng xuyn, c khi lng rt ln, nh hng
12

trc tip n i sng hng ngy v hot ng sn xut kinh doanh. Cht
lng nhm dch v ny v c bn phn nh trnh ca nn hnh chnh nh
nc.
Trong iu kin xy dng v hon thin mt nn hnh chnh dn ch,
chuyn nghip, hin i, chuyn dn sang hnh chnh phc v theo yu cu ci
cch hnh chnh, cc c quan hnh chnh tnh Khnh Ha c nhiu n lc
nng cao cht lng cung cp dch v hnh chnh cng. ci thin v nng
cao cht lng dch v, tnh Khnh Ha c nhiu gii php ci cch th tc
hnh chnh, nng cao cht lng phc v nhn dn thng qua ci cch phng
thc, quy trnh, thi v hiu qu phc v ca cn b, cng chc; trng tm
l n gin ha v cng khai ha th tc hnh chnh, thc hin c ch mt ca,
mt ca lin thng, p dng ISO v tin hc ha cung cp dch v.
Hin nay, dch v hnh chnh cng c cung cp ch yu thng qua B
phn mt ca ca cc c quan hnh chnh a phng di hai hnh thc:
khch hng lin h trc tip ti B phn mt ca hoc thng qua mng Internet
(giao dch trc tuyn Mt ca o). Qua tng hp ca S Ni v, trong tng
s 1.505 TTHC, p dng c ch mt ca i vi 1.328 th tc, p dng c
ch mt ca lin thng i vi 182 th tc (trong c nhng lnh vc quan
trng nh thnh lp doanh nghip, u t, t ai, lao ng TBXH, ph
duyt quyt ton d n, cng trnh hon thnh s dng vn ngn sch nh
nc, t php c yu t nc ngoi, lin thng cp khai sinh ng k h
khu bo him y t ti mt s n v cp x,).
Trong nm 2013, UBND tnh ph duyt n thc hin m hnh mt
ca, mt ca lin thng theo hng hin i ca 07 s, ngnh cp tnh (gm
Ban qun l KKT Vn Phong, cc S: Ni v, Vn ha, Th thao v Du lch,
Y t, Giao thng - Vn ti, T php, Cng Thng; nng tng s s thc hin
m hnh ln 12/19 n v (63%); ph duyt n 03 n v cp huyn (Cam
Lm, Din Khnh, Vn Ninh), nng tng s n v cp huyn ln 6/8 n v
(75%). UBND cc huyn, th x, thnh ph ph duyt n ca 20 n v
cp x (s n v theo k hoch 2013 l 28, thnh ph Nha Trang v th x
Ninh Ha trin khai chm nn cn 8 x, phng cha c ph duyt), nng
13

tng s n v cp x c n c duyt ln 34/137 n v (25%).

n cui nm 2013, cp tnh c 12/12 s hon thnh u t c s
vt cht, phng tin lm vic, c 08/12 n v c ci t B phn mm mt
ca in t; 07 s chnh thc vn hnh m hnh mt ca hin i gm 05
S trin khai t nm 2012 (Thng tin v Truyn thng, Xy dng, Lao
ng TBXH, Ti nguyn v Mi trng, K hoch v u t) v 02 S trin
khai nm 2013 (T php, Cng Thng). cp huyn, B phn mt ca lin
thng theo hng hin i ti th x Ninh Ha, thnh ph Cam Ranh v thnh
ph Nha Trang c a vo vn hnh t nm 2009 tip tc pht huy hiu qu
hot ng, phc v tt cho ngi dn, t chc v doanh nghip. 03 n v trin
khai nm 2013 hon thnh u t c s vt cht, lp t trang thit b; trong
huyn Vn Ninh ci t B phn mm mt ca in t v chnh thc i
vo vn hnh, 02 n v cn li ang trin khai ci t.
cp x, 13/14 n v th im hon thnh vic u t xy dng c
s vt cht, lp t trang thit b (cn x Ninh Xun Ninh Ha cha xy
dng c phng lm vic mi cho B phn mt ca, d kin s tin hnh
trong u nm 2014); 14/14 x c ci t b phn mm mt ca in t;
10/14 x i vo vn hnh, 4/14 x ang c n v t vn hng dn s
dng, cp nht c s d liu chun b a vo hot ng.
y l m hnh thc hin c ch mt ca, mt ca lin thng da trn
03 tr ct chnh:
- Hin i v c s vt cht, iu kin phc v, tip n cng dn;
- Hin i v cch thc, cng ngh, quy trnh gii quyt th tc hnh chnh;
- Hin i v t duy, c ch phi hp gii quyt cng vic v thi phc
v.
Vic thc hin m hnh mt ca, mt ca lin thng theo hng hin
i l mt bc t ph v t duy ca nn hnh chnh phc v, l kt qu ca
quyt tm mnh m v s phi hp, ng h tch cc, hiu qu, ng b t cc
S, ngnh, a phng; c d lun ng tnh v nh gi cao. Tuy nhin,
bn cnh nhng mt c th cht lng phc v thi gian qua cng cn
nhng hn ch. Qua tip nhn, x l phn nh, kin ngh ca ngi dn v
14

nm tnh hnh thc t, vn cn tnh trng gy phin h, nhng nhiu, n y

trch nhim, thc hin khng ng quy nh ti mt s c quan, n v, a
phng. Cc gii php nng cao cht lng dch v hnh chnh cng vn cha
tht s ng b v quyt lit. Nhiu lnh vc dch v hnh chnh cng vn
cha c nhn thc y , cha theo kp s pht trin ca kinh t - x hi v
cng ngh hnh chnh hin i.
II. T CHC CC N V S NGHIP CNG LP THUC TNH
1. Gii thiu chung
Cc n v s nghip cng lp c hnh thnh nhm thc hin chc
nng cung cp dch v s nghip cng ca Nh nc i vi x hi, va thc
hin cc nhim v chuyn mn k thut h tr, phc v chc nng qun l nh
nc. Hu ht cc dch v thit yu lin quan mt thit n cc nhu cu c bn
ca nhn dn do h thng cc n v ny cung cp. Hin nay, trn a bn tnh,
tng s n v s nghip cng lp: 679 n v. Phn chia theo lnh vc cung
cp dch v, chng ta c:
- S nghip gio dc o to:

525 n v

- S nghip y t:

38 n v

- S nghip vn ha thng tin:

33 n v

- S nghip kinh t:

58 n v

- S nghip khc:

25 n v

Chia theo cp hnh chnh (phm vi hot ng) :

- Cp tnh c 147 n v n v s nghip cng lp, c th:
+ S nghip gio dc o to:

56 n v

+ S nghip y t:

38 n v

+ S nghip vn ha thng tin:

13 n v

+ S nghip kinh t:

25 n v

+ S nghip khc:

15 n v

- Cp huyn c 532 n v n v s nghip cng lp, c th:

+ S nghip gio dc v o to:

469 n v

+ S nghip vn ha thng tin:

20 n v
15

+ S nghip kinh t:

33 n v

+ S nghip khc:

10 n v

Trong cc lnh vc dch v nu trn, Gio dc o to v Y t l lnh

vc c ngha c bit quan trng, trc tip phc v nhu cu chm sc sc
khe cho ngi dn v nng cao trnh dn tr. y l hai trong ba nn tng
xy dng v pht trin ngun nhn lc ca t nc, phc v yu cu pht
trin bn vng v hi nhp quc t. Do vy, cht lng dch v Gio dc o
to v Y t cn c quan tm mt cch ng mc.
2. Cc n v s nghip y t
Theo c cu t chc c xc nh ti Quyt nh s 994/Q-UBND
ngy 07/5/2009 ca UBND tnh, t chc h thng s nghip y t cng lp hin
nay nh sau:
Tuyn tnh c 21 n v, gm:
- Bnh vin a khoa tnh
- Bnh vin a khoa khu vc Ninh Ha
- Bnh vin a khoa khu vc Cam Ranh
- Bnh vin iu dng v Phc hi chc nng
- Bnh vin Chuyn khoa tm thn
- Bnh vin Chuyn khoa lao v bnh phi
- Bnh vin Da liu
- Trung tm Phc hi chc nng Gio dc tr em khuyt tt
- Trung tm Phng chng HIV/AIDS
- Trung tm Y t d phng tnh
- Trung tm Truyn thng Gio dc sc khe
- Trung tm Chm sc sc khe sinh sn
- Trung tm Kim nghim thuc, m phm, thc phm
- Trung tm Php y
- Trung tm Gim nh Y khoa
- Trung tm Phng, chng st rt k sinh trng cn trng
- Trung tm Ni tit
16

- Trung tm Cp cu 115
- Trung tm Gim nh php y tm thn
- Trung tm Huyt hc - Truyn mu
- Trung tm Kim dch Y t Quc t
Tuyn huyn c 16 n v, gm:
- Trung tm Y t thnh ph Nha Trang, c cc n v trc thuc gm: Nh h
sinh Hng Bng, cc phng khm a khoa khu vc, i Y t d phng, i
bo v sc khe b m tr em K hoch ha gia nh, cc trm y t x,
phng.
- Trung tm Y t thnh ph Cam Ranh c cc n v trc thuc gm: cc
phng khm a khoa khu vc, i Y t d phng, i bo v sc khe b m
tr em K hoch ha gia nh, cc trm y t x, phng.
- Trung tm Y t huyn Din Khnh, c cc n v trc thuc gm: Bnh vin
a khoa huyn, cc phng khm a khoa khu vc, i Y t d phng, i bo
v sc khe b m tr em K hoch ha gia nh, cc trm y t x, th trn.
- Trung tm Y t huyn Cam Lm c cc n v trc thuc gm: Bnh vin a
khoa huyn, i Y t d phng, i bo v sc khe b m tr em K hoch
ha gia nh, cc trm y t x, th trn.
- Trung tm Y t huyn Vn Ninh c cc n v trc thuc gm: Bnh vin a
khoa huyn, i Y t d phng, i bo v sc khe b m tr em K hoch
ha gia nh, cc trm y t x, th trn.
- Trung tm Y t huyn Khnh Sn c cc n v trc thuc gm: Bnh vin
a khoa huyn, i Y t d phng, i bo v sc khe b m tr em K
hoch ha gia nh, cc trm y t x, th trn.
- Trung tm Y t huyn Khnh Vnh c cc n v trc thuc gm: Bnh vin
a khoa huyn, i Y t d phng, i bo v sc khe b m tr em K
hoch ha gia nh, cc trm y t x, th trn.
- Trung tm Y t th x Ninh Ha c cc n v trc thuc gm: Bnh vin a
khoa khu vc Ninh Dim, i Y t d phng, i bo v sc khe b m tr
em K hoch ha gia nh, cc trm y t x, th trn.
- 08 Trung tm Dn s - K hoch ha gia nh (trc thuc Chi cc Dn s - k
17

hoch ha gia nh) t trn a bn cp huyn.

Trong h thng s nghip y t, lnh vc khm cha bnh l chc nng
ca Bnh vin a khoa v cc bnh vin chuyn khoa cp tnh, cc bnh vin
a khoa khu vc, bnh vin a khoa cp huyn, phng khm a khoa khu vc
v 137 trm y t x, phng, th trn.
Theo Thng t lin tch s 03/2008/TTLT-BYT-BNV, ton b cc n
v s nghip y t trn a bn cp huyn v cc trm y t cp x u thuc
ngnh dc S Y t qun l. iu ny va khng ph hp vi Lut t chc
HND v UBND, va lm cho nhim v, quyn hn ca UBND cp huyn v
Phng Y t trn lnh vc ny khng kh thi. Thm vo , m hnh t chc
mng li s nghip y t hin nay cha ch trng ng mc n cng tc y t
d phng cp huyn v cp c s, vic t chc h thng khm cha bnh
theo cp (tuyn) hnh chnh bt cp, gy qu ti cho tuyn tnh, kh thu ht
nhn lc cho tuyn c s. Thng t lin tch s 03/2008/TTLT-BYT-BNV xc
nh trm y t l n v s nghip trc thuc Trung tm Y t huyn, nhng cn
b trm y t cha c xc nh l vin chc m vn thc hin theo Quyt
nh s 58/1994/Q-TTg ngy 03/02/1994 ca Th tng Chnh ph. Cn b
dn s - k hoch ha gia nh ca Trm y t (trc y l cn b khng
chuyn trch dn s, gia nh v tr em thuc UBND cp x chuyn sang) do
Trung tm Y t k hp ng lm vic, chu s qun l ca Trng trm, va
chu s qun l, ch o trc tip ca Trung tm Dn s - K hoch ha gia
nh cp huyn v UBND cp x.
Mc d Trung ng thng qua ch trng v gii php i mi c
ch hot ng, c ch ti chnh i vi n vi s nghip cng lp gn vi y
mnh x hi ha mt s lnh vc dch v s nghip cng, trng tm l y t v
gio dc, nhng vic trin khai cn chm, cha quyt lit.

18

PHN II

C S L THUYT V M HNH XUT

I. C S L THUYT
1. Dch v cng

Khi nim v bn cht

Dch v cng l nhng hot ng phc v cc li ch chung thit yu,
cc quyn, li ch hp php ca cng dn v t chc, do Nh nc trc tip
m nhn hay u quyn cho cc c s ngoi nh nc thc hin nhm bo
m trt t, li ch chung v cng bng x hi [1]. Dch v cng thuc v bn
cht ca b my nh nc trong vic qun l hnh chnh (governance) i vi
mi lnh vc v cung ng dch v cng (public service delivery) cho cc t
chc v cng dn trong x hi.
Chc nng qun l nh nc bao gm cc hot ng qun l v iu tit
i sng kinh t - x hi thng qua cc cng c qun l v m nh php lut,
chin lc, chnh sch, quy hoch, k hoch, kim tra, kim sot. Chc nng
phc v bao gm cc hot ng cung ng cc dch v cng cho x hi, cho cc
t chc v cng dn nhm phc v cc li ch thit yu, cc quyn v ngha v
c bn ca cc t chc v cng dn.
Bn cht ca vic thc hin qun l hnh chnh l theo nhu cu ca bn
thn b my nh nc nhm m bo trt t, n nh v cng bng x hi. Cn
vic cung ng cc dch v cng li do nhu cu c th ca cc t chc v cng
dn, ngay c khi cc nhu cu ny pht sinh t nhng yu cu ca Nh nc.
Tuy nhin, khi cn tn ti nhn thc chc nng qun l nh nc l chc nng
cai tr th vic cung cp cc dch v cng cng theo cung cch cai tr. Ngha l
Nh nc can thip, ch o trc tip mi lnh vc sn xut v cung ng dch
v cng cng di hnh thc xin cho.
Chc nng phc v ch c tch ring v gi mt v tr tng ng vi
chc nng qun l nh nc khi iu kin kinh t - x hi c s bin i ln,
xu th dn ch ho v i hi ca dn chng i vi Nh nc trong vic cung
ng dch v cng ngy cng cao hn. Nh nc khng cn l mt quyn lc
19

ng trn v cai tr nhn dn, m c trch nhim phc v nhn dn. S phc
v ca Nh nc c th hin bng cc hot ng cung ng dch v cng cho
cc t chc v cng dn.

Phn loi dch v cng

Tuy a s kin u thng nht v vic Nh nc c chc nng phc

v, song cho n nay vn tn ti nhiu quan nim khc nhau v dch v cng
xut pht t nhng gc nhn nhn v gii quyt vn khc nhau. Quan nim
v dch v cng Vit Nam lin quan n cc nhm dch v c bn sau y
[1] [3]:
Th nht, l loi dch v c tnh cht cng cng phc v cc nhu cu
chung, ti cn thit cho c cng ng v mi cng dn. Do tnh cht phc v
cc nhu cu chung ca c cng ng, loi dch v ny cn c gi l dch v
cng cng. Cc dch v cng cng li c th phn chia thnh dch v x hi v
dch v kinh t - k thut.
- Dch v x hi lin quan n nhng nhu cu v quyn li c bn i
vi s pht trin con ngi v th lc v tr lc nh y t, gio dc, vn ho,
thng tin Cc dch v ny thng c gi l hot ng s nghip.
- Dch v kinh t - k thut l loi dch v gn lin vi cc nhu cu vt
cht phc v li ch chung ca x hi, bao gm cung ng in, nc, gas, giao
thng vn ti, bu chnh vin thng, v sinh mi trng, thu li, xy dng
ng s, cu cng Cc dch v ny do cc doanh nghip cng ch cung ng
v cn gi l dch v cng ch.
Th hai, hot ng p ng cc quyn t do, li ch hp php ca cc
t chc v cng dn. Nh nc phi tin hnh nhng hot ng phc v trc
tip cc t chc v cng dn bng vic cung cp cc dch v hnh chnh (cn
gi l dch v hnh chnh cng). Nh nc cung cp cc dch v hnh chnh
cng ny l thc hin trch nhim i vi x hi, ng thi thc hin
chc nng qun l nh nc i vi x hi m bo x hi pht trin c k
cng v trt t. Khi cung cp dch v ny, Nh nc s dng quyn lc cng
to ra dch v nh cp cc loi giy php, ng k, chng thc, th thc
20

Cc loi giy t ny ch c gi tr s dng khi cc c quan nh nc xc nhn

chng bng thm quyn ca mnh. Loi dch v ny gn lin vi thm quyn
ca nh nc, v vy v nguyn tc Nh nc khng th chuyn giao vic
cung ng cc dch v ny cho t nhn.
Nh vy, khi nim dch v cng bao gm mt s loi dch v khc
nhau, thm ch rt khc bit nhau v tnh cht. Tuy nhin c th phn thnh ba
nhm chnh, l: (1) cc dch v cng cng cho hot ng s nghip (gio
dc, y t, vn ho); (2) cc dch v cng ch (v sinh mi trng th, cp
thot nc, cu ng,); v (3) cc dch v hnh chnh cng (chng nhn,
chng thc, giy php, ng k, ng kim, tuyn truyn h tr ).
Nhng dch v cng ny c cc c im sau [1]:
- Phc v cho nhu cu v li ch chung thit yu ca ng o nhn dn.
- Do cc c quan cng quyn hay nhng ch th c chnh quyn u
nhim ng ra thc hin.
- Nh nc c trch nhim bo m cc dch v ny cho x hi. Ngay c
khi nh nc chuyn giao dch v ny cho t nhn cung ng th Nh nc vn
c vai tr iu tit c bit nhm m bo s cng bng trong phn phi cc
dch v ny, nhm khc phc cc khim khuyt ca th trng.
- Khi thc hin cung ng cc dch v cng, cc c quan nh nc v t
chc c u nhim cung ng c s giao dch c th vi cc t chc v cng
dn.
- Nh nc c trch nhim bo m cung ng cc dch v ny khng
nhm vo mc tiu li nhun. Thng thng, ngi s dng dch v cng
khng trc tip tr tin, hay ni ng hn l tr tin di hnh thc ng
thu vo ngn sch nh nc. Tuy nhin, cng c nhng dch v m ngi s
dng phi tr mt phn hoc ton b kinh ph.

Tnh cht ca dch v cng

Dch v cng (public services) l nhng dch v c hai c tnh c bn

mc l: khng loi tr (non-excludable) v khng cnh tranh (non-rival)
trong vic s dng. Tu thuc vo mc hin hu ca hai thuc tnh ny m
21

dch v cng c chia lm hai nhm, l dch v cng thun tu (pure

public services) v dch v cng khng thun tu (quasi-public services)
[4][5][6].
Loi dch v cng m bo y c hai thuc tnh (khng cnh tranh
v khng loi tr) c gi l dch v cng thun tu, nh quc phng, an
ninh, n hi ng i vi dch v cng ny, mi ngi dn u c quyn
tip cn v th hng dch v m khng nh hng ng k n li ch ca
ngi khc. Ni theo thut ng kinh t hc cng cng th chi ph bin cung
ng cho thm mt ngi s dng na bng khng. Ngi dn khng phi tr
tin trc tip th hng dch v cng thun tu, ni ng hn l ngi dn
tr tin mt cch gin tip qua vic ng thu vo ngn sch v Nh nc
chu trch nhim cung cp cc dch v ny.
Xt v bn cht, mc tiu ca Nh nc l phi t chc cc chng
trnh phc li cho dn. Chng trnh c bao qut trn nhiu lnh vc c
th nh y t, gio dc, xo i gim ngho, bo v mi trng, ng x, cu
cng, thot nc, bo him tht nghip, nh tr, mu gio, v sinh th, thu
gom v x l cht thi v Nh nc l b my cng quyn do dn lp ra;
ngn sch nh nc ch yu t cc khon thu ca dn. Mt phn ngn sch
dng vn hnh b my cng quyn, mt phn dng thc hin cc chng
trnh phc li x hi, ton th dn chng u c hng.
Dch v cng thiu mt trong hai thuc tnh trn c gi l dch v
cng khng thun tu. y l cc dch v khng phi ai cng t nhin c s
dng v vic s dng ca ngi ny cng c th lm nh hng mc nht
nh i vi vic s dng ca ngi khc. Phn ln cc dch v cng thuc
nhm khng thun tu v khu vc t nhn cng c th tham gia cung cp dch
v ny di s cho php ca Nh nc, nh gio dc, y t, giao thng vn ti,
v sinh mi trng th, cp thot nc
2. Dch v hnh chnh cng

Khi nim

22

Dch v hnh chnh cng l mt b phn ca dch v cng do cc c

quan nh nc thc hin phc v cho cc quyn v ngha v ca nhn dn.
Trong vn bn quy phm php lut ca Vit Nam [7], Dch v hnh chnh
cng l nhng dch v lin quan n hot ng thc thi php lut, khng nhm
mc tiu li nhun, do c quan nh nc (hoc t chc, doanh nghip c u
quyn) c thm quyn cp cho t chc, c nhn di hnh thc cc loi giy t
c gi tr php l trong cc lnh vc m c quan nh nc qun l.
Tht ra, nhiu nc khng dng khi nim dch v hnh chnh cng
[1] [3], m ch c dch v cng vi ngha l cp n tt c nhng dch v
thuc v chc nng v trch nhim ca Nh nc. Do iu kin ca Vit Nam,
cc th tc hnh chnh cng thuc nhm ny l mt mng cng vic rt ln
ca cc c quan hnh chnh nh nc v nhiu nhn nh cho rng cn kh
rm r [1]. Chnh v vy m tn ti khi nim dch v hnh chnh cng
phn bit n vi cc dch v cng cng khc.
Mt s loi dch v hnh chnh cng c bn Vit Nam:
- Hot ng cp cc loi giy php (giy php xy dng, giy php xut
nhp cnh, giy php u t, giy php hnh ngh).
- Hot ng cp cc loi giy xc nhn, chng thc (cng chng, chng
minh th nhn dn, giy khai sinh, khai t, giy ng k kt hn, giy php li
xe, ng k xe)
- Hot ng cp giy ng k kinh doanh v chng ch hnh ngh.
- Hot ng thu cc khon ng gp vo ngn sch v cc qu ca Nh
nc (thu, cc khon ng gp)
- Gii quyt khiu ni, t co ca cng dn v x l cc vi phm hnh
chnh.
Mt lu rt quan trng y rng, nhu cu thc hin cc th tc c
cc loi giy t hnh chnh nh trn l p ng theo quy nh qun l c tnh
bt buc ca Nh nc, ch khng phi xut pht t nhu cu ni ti ca ngi
dn. Cc loi giy t hnh chnh l kt qu ca qu trnh lm vic gia
nhng b phn chc nng bn trong c quan hnh chnh nh nc v ngi
dn. V vy, vic cung cp cc dch v hnh chnh ny phi c hiu nh l
23

cc hot ng ca c quan hnh chnh nh nc lin quan n vic thc hin

cc quyn v ngha v c bn cho cc t chc v cng dn. Ngi dn cn
phi c tn trng v i x nh l nhng khch hng ca c quan hnh
chnh nh nc.

c im ca dch v hnh chnh cng

Dch v hnh chnh cng c nhng c im chung ca cc loi dch v

nh: khng tn ti hu hnh di dng mt sn phm; dch v c cung cp
trc tip n ngi hng th; c mi tng tc gia ngi cung cp v ngi
hng th trong qu trnh to ra dch v; khng c nh v cht lng. Ngoi
nhng c im chung ny, dch v hnh chnh cng cn c nhng c im
ring nh :[1][2]
- Dch v hnh chnh cng thc hin cc quyn v ngha v ca c
nhn, t chc.
- Dch v hnh chnh cng p ng mc tiu qun l nh nc.
- Dch v hnh chnh cng khng v mc ch li nhun
- Vic cung ng dch v hnh chnh cng lun gn vi thm quyn
mang tnh quyn lc php l.
- Mi ngi dn c quyn ngang nhau trong vic tip nhn v s dng
cc dch v ny vi t cch l i tng c phc v.

Nguyn tc cung cp dch v hnh chnh cng

- S d dng tip cn ca cng dn n cc c quan hnh chnh nh

nc.
- Cung cp y cho cng dn nhng thng tin cn thit v vic gii
quyt cc cng vic hnh chnh.
- Th tc cung cp dch v hnh chnh cng n gin.
- Cht lng ca cc dch v hnh chnh cng p ng tt nht nhu cu
ca cng dn.
- Bo m vic tip nhn v gii quyt cc thng tin phn hi ca ngi
dn v cc dch v m c quan hnh chnh nh nc cung cp cho h.
- Dch v hnh chnh c cung cp cng bng i vi mi cng dn.
24

3. L thuyt v cht lng dch v

Cht lng dch v l mt khi nim tru tng, kh nm bt bi cc
c tnh ring c ca dch v, s tip cn cht lng c to ra trong qu
trnh cung cp dch v, thng xy ra trong s gp g gia khch hng v nh
cung cp dch v. C nhiu cch hiu khc nhau v cht lng dch v. Theo
, quan nim siu vit cho rng Cht lng dch v l s tuyt vi v hon
ho nht ca dch v. Quan nim ny mang tnh trit hc, tru tng, cht
lng khng th xc nh mt cch chnh xc nn n ch c ngha n thun
trong nghin cu.
Trong nn kinh t th trng, theo Champitaz v cng s (2004) cho
rng cht lng dch v l kt qu ca vic so snh gia s mong i ca
khch hng v dch v v nhn thc ca h khi s dng dch v [10]. Thm
na, Lehtinen v Lehtinen, (1982) cho l cht lng dch v phi c nh
gi trn hai kha cnh: (1) qu trnh cung cp dch v; v (2) kt qu ca dch
v. Gronroos, (1984) cng ngh hai thnh phn ca cht lng dch v,
l: (1) cht lng k thut, l nhng g m khch hng nhn c; v (2) cht
lng chc nng, din gii dch v c cung cp nh th no. [11]
Theo Parasuraman v cng s (1985) th cht lng dch v l khong
cch gia s mong i ca khch hng v nhng tin ch m dch v s mang
li v nhn thc, cm nhn ca h v kt qu h c c sau khi s dng
qua dch v [13]. T cch tip cn ny cc tc gi a ra m hnh cht
lng dch v c ba mc cm nhn c bn:
Th nht, cht lng dch v tt l khi dch v cm nhn vt mc
mong i ca khch hng.
Th hai, cht lng dch v tha mn l khi dch v cm nhn ph
hp vi mc mong i ca khch hng.
Th ba, cht lng dch v khng tt l khi dch v cm nhn di
mc trng i ca khch hng.

25

4. L thuyt v s hi lng ca khch hng

S tha mn ca khch hng l mt khi nim nhn c nhiu quan
tm nghin cu ca cc nh qun tr marketing, c bit trong lnh vc dch v
(Bennett v Rundle-Thiele 2004) [14]. Theo Tse v Wilton (1998) s tha
mn ca khch hng l s phn ng ca khch hng i vi vic c lng s
khc nhau gia nhng mong i ca h v s thc hin ca sn phm/dch v
sau khi s dng. Trong khi , Oliver (1997) li cho rng s tha mn l s
phn ng ca khch hng i vi vic c p ng nhng mong mun ca h
[15]. Theo , s tha mn ca khch hng chnh l s hi lng ca h trong
vic s dng dch v mt khi dch v c p ng c nhng mong
mun/k vng ca mnh hay khng (nu dch v p ng trn mc mong
mun khch hng s rt hi lng, ngc li khch hng s khng hi lng).
II. MT S M HNH L THUYT
(1) M hnh nh gi cht lng dch v v s hi lng ca khch hng
(Parasuraman, 2002)
Phng tin hu hnh

S ng tin cy
S hi lng ca
khch hng

S p ng

S m bo

S thu hiu

(2) M hnh tha mn khch hng theo chc nng v quan h

(Parasuraman, 1994)
Theo m hnh ny Parasuraman v cng s (1994) cho rng s tha mn
ca khch hng ph thuc vo cc c tnh sn phm dch v (gi c, cht
26

lng sn phm, cht lng phc v) v mi quan h ( dch v lin h v cht

lng lin h). M hnh ny cng bao qut c rt tt cc kha cnh ca dch
v, tuy nhin cng rt phc tp trong qu trnh phn tch v o lng
Gi c
S tha mn
chc nng

Cht lng phc v

Cht lng sn phm

S tha mn
ton phn
Dch v lin h
Mi quan h

Cht lng quan h

M hnh tha mn khch hng theo chc nng v quan h

Ngun: Parasuraman (1994)
(3) M hnh nhn qu gia s cm nhn cht lng ca khch hng vi
s tha mn ca khch hng (Zeithaml & Bitner, 2000)

Cht lng phc v

(Service Quality)

Cht lng sn phm

(Product Quality)

Gi
(Price)

Nhng nhn t tnh hung

(Situation Factors)

S tha mn ca khch hng

(Customer Satisfaction)

Nhng nhn t c nhn

(Personal Factors)

M hnh nhn qu gia s cm nhn cht lng ca khch hng vi s tha

mn ca khch hng
Ngun: Zeithaml & Bitner (2000)
27

III. M HNH XUT O LNG S HI LNG CA

KHCH HNG
Nhm nghin cu cn c trn c s l thuyt kt hp k tha c chn
lc m hnh CLDV v s tha mn khch hng ca Parasuraman, cc cng
trnh nghin cu c lin quan v K hoch s 4733/KH-UBND ngy
21/8/2013 ca UBND tnh Khnh Ha v kho st, nh gi mc hi lng
ca t chc, c nhn i vi s phc v ca c quan hnh chnh nh nc v
n v s nghip cng lp trn a bn tnh Khnh Ha nm 2013, xut m
hnh nh sau:
1. i vi cht lng dch v hnh chnh cng (s phc v ca c quan
hnh chnh nh nc)

a)

Tip cn dch v

+
Th tc hnh
chnh

S phc v ca
cng chc

S hi lng vi dch v
hnh chnh cng

+
Kt qu, tin
gii quyt cng
vic

iu kin phc
v, tip n

Tip nhn, x l
thng tin phn hi

28

2. i vi cht lng dch v s nghip cng:

Tip cn dch v

+
iu kin phc
v, tip n.

S phc v ca
cng chc, vin
chc

S hi lng vi dch v
s nghip

+
Kt qu dch v

+
Chi ph dch v

Tip nhn, x l
thng tin phn hi

29

PHN III

PHNG PHP NGHIN CU

I. PHNG PHP NGHIN CU
1. Quy trnh nghin cu
S 1.1 trnh by quy trnh thc hin nghin cu. Nghin cu ny
c thc hin thng qua hai bc chnh: nghin cu s b s dng phng
php nh tnh v nghin cu chnh thc s dng phng php nh lng.
Trn c s cc l thuyt khoa hc v s hi lng v nhng nghin cu
trc c lin quan n lnh vc ny, cng nh c im ring ca tnh Khnh
Ho, nhm nghin cu xut m hnh nghin cu ph hp p ng c
mc tiu, yu cu ca c quan c thm quyn. Sau khi thit k xong phiu
kho st kin ca khch hng (s b), nhm nghin cu s tin hnh tham
vn kin ca cc chuyn gia (nhng chuyn vin chnh v cao cp) cc c
quan hnh chnh (UBND, cc S) hon chnh bn cu hi.
Phng php nghin cu nh tnh vi k thut tho lun nhm chuyn
gia (c p dng cho vic nghin cu s b) kt hp vi phng php quan
st ti hin trng cc im kho st. Bn cu hi ny s c s dng
kho st th nghim vi 50 mu nhm nh gi mt ln na tnh hp l ca
cc tiu ch nh: lng thng tin cn thu thp, ni dung cc cu hi, cch dng
thut ng, cu trc v hnh thc bng cu hi. Trong , mt phn rt quan
trng l nh gi tin cy cc thang o qua mt vi ch s thng k nh
Cronbachs alpha, trng s nhn t EFA, phng sai trch. Qu trnh ny cho
php khm ph, iu chnh v b sung thang o cc thnh phn cht lng
dch v cng v nh hng ca chng n s hi lng ca khch hng v m
hnh l thuyt c xut phn nh mi quan h gia chng.
Phn tch thng k m t thuc tnh cn nh gi v cht lng dch v
cng cng nh % mc hi lng ca khch hng.
Phng php nghin cu nh lng theo , k thut phng vn trc
tip khch hng khi s dng dch v hnh chnh cng (hnh chnh v s
30

nghip) ti Khnh Ha thng qua bn cu hi chi tit c s dng thu thp

d liu. Mu c chn theo phng php hn ngch v thun tin vi kch
thc mu khong 2720. ng thi, m bo s lng mu theo yu
cu, s thu thp thm mt lng phiu ph tri (khong 5% tng s mu)
b cho nhng phiu khng t tiu chun. V vy s phiu hp l thc t thu
c ln n 2758 phiu.

L thuyt khoa hc v SHL

Cc nghin cu lin quan

Tho lun nhm

Tham kho chuyn gia

Bn cu hi

Chn mu

- Kho st th nghim
- nh gi tin cy thang o
- Phiu kho st chnh thc
- Phng php chn mu
- Quy m mu

Thu thp d liu

- Phng n trin khai

- Thi gian, a im thu mu

Thng k m t

- M t cc thuc tnh
- nh gi % hi lng

Phn tch d liu

- Phn tch nhn t (EFA)

- Phn tch hi quy
- Cc kim nh thng k

Bo co kt qu

xut gii php

S 3.1 Quy trnh nghin cu

Vic nh gi thang o c thc hin thng qua 02 bc. Bc nh
gi s b s dng phng php Cronbach alpha v phn tch yu t khm ph
EFA thng qua phn mm SPSS 18.0. Sau , s dng phng php phn tch
hi quy kim nh cc gi thuyt thng k v phn tch ANOVA kim
nh s khc bit s nh gi ca khch hng v dch v hnh chnh cng theo
c im nhn khu hc.

31

2. Thit k nghin cu
M hnh thit k nghin cu ct ngang (cross sectional study) c ch
n kh nng thc hin kt hp vi nghin cu ct dc ( c th kho st lp
li qua cc nm vi cng i tng v khch th nghin cu sau ny) c s
dng ph hp vi mc tiu nh gi s hi lng ca ngi dn, doanh nghip,
cc t chc (gi tt l khch hng) i vi cc dch v hnh chnh cng ca
tnh Khnh Ho. Nhng kin ca khch hng c thu thp ti khong thi
gian nht nh trong nm 2013. Bn cnh p ng c mc tiu nghin cu,
u im rt ln ca thit k ny l tit kim thi gian v kinh ph trong vic
thu thp d liu s cp ( kin ca khch hng).
Sau khi thc hin cc phng php nh gi, 02 mu phiu kho st
chnh thc s c s dng thu thp d liu cho lnh vc dch v hnh
chnh cng v lnh vc dch v s nghip cng. Hai yu cu c bn nht ca
mu nghin cu l tnh i din v tin cy, trong iu kin thi gian v kinh
ph c hn, s c m bo thng qua xc nh quy m mu v phng php
ly mu ph hp. Trong nghin cu ny, mu c chn theo phng php
hn ngch v thun tin mt s a im cung cp cc dch v cng cho
khch hng.
II. XY DNG BN HI V QUY TRNH KHO ST
1. Xy dng bn hi
Bn hi sau khi c hon thnh c iu chnh v nng cp nhiu ln
da trn kin ng gp ca cc chuyn gia trong lnh vc thit k thang o, S
Ni V v cc i din ca nhiu s ban ngnh trong tnh cng nh cc a
phng. Bng 1.1 v bng 1.2 trnh by cc khi nim v o lng chng.
Thang o c nh gi thng qua 2 bc. Bc nh gi s b thang o
thng qua h s tin cy Cronbach alpha v bc phn tch nhn t khm ph
(EFA) bng phn mm SPSS 18.0.
Bng 3.1 Gii thch khi nim v o lng i vi dch v hnh chnh cng
Khi nim
MC TIP CN DCH V-

o lng

1. Ti c th tm kim thng tin v quy nh hnh

32

c hiu l: v tr ca c quan cung ng

chnh, th tc hnh chnh v cc dch v khc

dch v, phng thc tip cn, c s vt cht,

ca c quan t nhiu ngun khc nhau

vic to iu kin d dng cho khch hng

2. C quan v cn b, cng chc rt ch ng

trong vic tip cn vi dch v (pht trin t

thng tin, gii thiu v quy nh hnh chnh, c

Parasuraman v cng s, 1985).

ch chnh sch, th tc hnh chnh

3. C quan v cn b, cng chc rt quan tm tm

hiu nhu cu thng tin ca ngi dn, doanh
nghip

4. Thng tin v quy nh, chnh sch, th tc hnh

chnh c cung cp r rng, d hiu

5. Thng tin v chnh sch, th tc hnh chnh m

ti cn u c cng b, cung cp rt y

6. Quy nh, chnh sch, th tc hnh chnh mi

c cung cp, cng b rt nhanh chng, kp
thi

7. Khi gp vng mc hoc cha r v quy nh,

chnh sch, dch v hnh chnh, ti lun c
tip nhn v gii p kp thi

8. Vic tr li vng mc chnh xc v tha ng

TH TC HNH CHNH-

1. Ton b th tc hnh chnh c c quan nim

c hiu l: Giao tip, thng t cho

yt, cng b cng khai, d tip cn tm hiu

khch hng thng qua cc th tc h hiu

2. Yu cu, iu kin, h s, biu mu ca tng

bit d dng, lng nghe khch hng (pht

trin t Parasuraman v cng s, 1985)

th tc u cng khai, y , r rang

3. Thi gian gii quyt, ph, l ph ca th tc u

cng khai, r rang

4. Cc biu mu, t khai rt d thc hin

5. Ti mt rt t thi gian lp 01 b h s
6. Gia h s, biu mu c nim yt v hng
dn, yu cu ca cng chc thng nht vi
nhau

7. Khi h s cha y , hp l, cng chc

hng dn y , r rng bng Phiu hng
dn

8. Khi cn b tc h s, c quan u thng bo

33

kp thi bng vn bn

9. Quy trnh thc hin th tc nh hin nay l hp

l, n gin

10. Ti c thng bo chnh xc thi im v ni

nhn kt qu

11. Mc ph, l ph ca th tc nh vy l ph hp
S PHC V CA CNG CHC
HNH CHNHc hiu l: thi lch s v nhit tnh
ca cng chc, k nng, nng lc chuyn
mn, nghip v ca cng chc, mc i
x cng bng gia cc cng dn, thi gian
ch i c tip nhn h s, thi gian tr
kt qu h s (pht trin t Parasuraman v
cng s, 1985)

1. Cn b, cng chc lm vic ng gi quy nh

2. Ti c cn b, cng chc tip n lch s,
ha nh, tn trng
3. Cn b, cng chc trao i, hng dn cng
vic, th tc hnh chnh r rng, d hiu
4. Cn b, cng chc chu o, tn tnh v c trch
nhim i vi cng vic ca ti
5. Cn b, cng chc sn sng chia s, hp tc v
quan tm tip thu kin
6. Cn b, cng chc tc nghip nhanh v chnh xc
7. Cn b, cng chc lim chnh, trong sch

KT QU GII QUYT CNG VIC

1. Ti nhn c kt qu ng thi gian hn

c hiu l: kt qu ca dch v chuyn

2. Ti ch i li 01 ni gii quyt h s, cng

giao v thng tin m khch hng nhn c

(pht trin t Parasuraman v cng s, 1985).

vic

3. Ti ch i li 01 ln l gii quyt xong h s,

cng vic

4. Ti c thng tin y v tin , tnh trng h

s ca mnh

5. Kt qu h s ti nhn c l chnh xc, y

, ng quy nh

6. Trng hp tr kt qu tr hn, c quan lun c

vn bn gii thch r rng, cu th v tha ng
IU KIN N TIP V PHC V-

1. Ni giao dch, gii quyt cng vic (hoc b

c hiu l: ngoi hnh, trang phc ca

phn mt ca) c b tr thun tin, rng ri,

cng chc, trang thit b phc v cho dch

thong mt, hin i

v (pht trin t Parasuraman v cng s,

2. Quy giao dch h s c b tr d nhn bit,

hp l, to mi trng giao tip bnh ng

1985).

3. Trang b y gh ngi, bn vit, my tnh ni

34

mng phc v tra cu thng tin, th tc, thit b

h tr khc (in thoi, my photocopy,)

4. C b tr y nc ung, ch xe an ton,
cng trnh ph khc

5. B tr y s c quan, bng nim yt thng

tin, th tc, ni quy, quy ch, lch lm vic, tip
cng dn

6. C quan cung cp y vn phng phm, in

n, photo, scan ti liu, gi nhn ti liu qua
internet khi khch hng c nhu cu

7. Ti c th gi h s n c quan trc tuyn

qua mng internet

8. Ti mt rt t thi gian ch n lt np h s,
gii quyt cng vic

9. H s ca ti c tip nhn rt khch quan v

cng bng

10. Vic tip nhn h s rt cng khai, minh bch,

gim st c
TIP NHN V X L THNG TIN

1. Ti hiu r quyn c phn nh, kin ngh hoc

PHN HIc hiu l: tnh sn c ca cc iu kin

khiu ni ca mnh

2. C quan c lch tip cng dn v lun b tr

m bo cho cng dn phn hi, gp , khiu

ni, mc tip thu, gii quyt khiu ni ca

cn b tip dn

3. Ti c th gi phn nh, kin ngh, khiu ni

cng chc phc v (pht trin t Parasuraman

v cng s, 1985).

rt thun tin

4. C quan rt sn sng tip nhn phn nh, kin

ngh, khiu ni

5. Ti lun nhn c kt qu phn hi kp thi

6. Kt qu x l phn nh, kin ngh, khiu ni rt
r rng, tha ng

7. Cc thiu st, vi phm c x l, khc phc

kp thi, thng bo cng khai

8. Ti khng gp phin h g sau khi phn nh,

kin ngh, khiu ni

35

Bng 3.2 Gii thch khi nim v o lng i vi dch v y t

Khi nim

o lng
1. Thng tin v cc dch v c cung cp, cng

MC TIP CN DCH V-

b cng khai, y , bng nhiu hnh thc

c hiu l: v tr ca c quan cung ng

dch v, phng thc tip cn, c s vt cht,
to iu kin d dng cho khch hng trong
vic tip cn vi dch v (pht trin t

2. Thng tin v cc dch v c cung cp rt

nhanh chng, kp thi
3. n v v cng chc, vin chc rt ch ng
thng tin, gii thiu v cc dch v m n v

Parasuraman v cng s, 1985).

cung cp
4. Thng tin, s cc khu chc nng, quy trnh
khm cha bnh, cc thng bo, quy ch c
nim yt y , hp l, d nhn bit
5. Cch thc cung cp thng tin rt thn thin, d
hiu
6. Ti bit rt r v quy trnh khm cha bnh v
thc hin cc dch v khc ti n v
7. n v lun sn sng gii p khi ti cn thm
thng tin, hng dn
1. n v nim yt cng khai, y cc loi ph

CHI PH DCH V-

2. Ti hiu r mc ph cho tng loi dch v

c hiu l: thng tin minh bch v mc

3. Ti c thng bo v gii thch r cc khon

thu ph, l ph, chi ph ph thm khng chnh

thc.

phi np
4. Chi ph khm bnh nh hin nay l hp l
5. Chi ph iu tr (phu thut, vt t y t, thuc
cha bnh) nh hin nay l hp l
6. Chi ph thc hin cc xt nghim l hp l
7. Chi ph cc dch v h tr l hp l

PHC

CA

CNG

1. Cng chc, vin chc lm vic ng thi gian

CHC/VIN CHCc hiu l: thi lch s v nhit tnh

quy nh

2. Cng chc, vin chc c x ho nh, lch s v

ca cng chc, k nng, nng lc chuyn

mn, nghip v ca cng chc, mc i

tn trng khi giao tip vi khch hng

3. Cng chc, vin chc lm vic chu o, tn

x cng bng gia cc cng dn, thi gian

ch i c tip nhn h s, thi gian tr

tnh v trch nhim

4. Cng chc, vin chc trao i, hng dn cng

36

kt qu h s (pht trin t Parasuraman v

cng s, 1985)

vic, quy trnh th tc r rng, d hiu

5. Cng chc, vin chc sn sng chia s, hp tc

v quan tm tip thu kin

6. Cng chc, vin chc tc nghip nhanh v chnh

xc

7. Cng chc, vin chc lim chnh, trong sch

KT QU DCH V

1. Cch thc thm, khm bnh, chn on ca y,

c hiu l: kt qu ca dch v chuyn

giao v thng tin m khch hng nhn c

bc s rt tt

2. Kt qu chn on v ch nh x l, iu tr

(pht trin t Parasuraman v cng s, 1985).

chnh xc

3. Kt qu xt nghim nhanh chng v chnh xc

4. Cht lng iu tr tt
5. Ti nhn c thng tin kt qu r rng, y
6. Ti an tm v s t vn ca y, bc s, nhn vin
7. Cht lng cc dch v h tr (nh gi xe, n
ung, thng tin lin lc,) tt
IU KIN N TIP V PHC V-

1. n v c ni n tip v hng dn khch hng

c hiu l: ngoi hnh, trang phc ca

2. n v b tr phng i thoi mi, tin nghi

cng chc, trang thit b phc v cho dch

3. Vic b tr cc khu vc chc nng hp l,

v (pht trin t Parasuraman v cng s,

1985).

thun tin

4. Quy trnh khm cha bnh, phc v khch

hng nh hin nay l hp l

5. Cc loi giy t phi chun b, xut trnh rt

n gin

6. Phng khm bnh rt sch s, tin nghi, trt t

7. Khu vc iu tr (cc khoa, phng) sch s,
thong mt, tin nghi

8. Khu vc xt nghim, chp, siu m sch s,

tin nghi

9. Khu vc v sinh sch s, tin nghi

10. Khu vc cung cp cc dch v n ung, bn
hng ha sch s, tin nghi

11. Ti c th ng k lt khm cha bnh t xa

37

12. Ti mt t thi gian ch n lt khm, cha

bnh

13. Thi gian ch n lt xt nghim, chp Xquang, siu m rt ngn

14. Lm th tc thanh ton n gin

15. Lm th tc chuyn vin, xut vin n gin
16. Ti c i x khch quan, cng bng
TIP NHN V X L THNG TIN

1. Ti hiu r quyn c phn nh, kin ngh hoc

PHN HI
c hiu l: tnh sn c ca cc iu kin

khiu ni ca mnh

2. C quan c lch tip cng dn v lun b tr

m bo cho cng dn phn hi, gp , khiu

ni, mc tip thu, gii quyt khiu ni ca

cn b tip dn

3. Ti c th gi phn nh, kin ngh, khiu ni

cng chc phc v (pht trin t Parasuraman

v cng s, 1985).

rt thun tin

4. C quan rt sn sng tip nhn phn nh, kin

ngh, khiu ni

5. Ti lun nhn c kt qu phn hi kp thi

6. Kt qu x l phn nh, kin ngh, khiu ni
rt r rng, tha ng

7. Cc thiu st, vi phm c x l, khc phc

kp thi, thng bo cng khai

8. Ti khng gp phin h g sau khi phn nh,

kin ngh, khiu ni

2. Xc nh t l chn mu v kch thc mu kho st

Lin quan n quy m ca mu nghin cu, cho n nay c nhiu quan
im khc nhau trong vic xc nh kch thc mu. Chng hn, kch thc
mu tu theo phng php c lng s dng (v d: ML, GLS) trong m
hnh cu trc tuyn tnh. Nu s dng phng php c lng ML th kch
thc mu ti thiu phi t 100 n 150 mu (Hair & cng s, 1998), hay t
nht l 200 mu (Hoelter). Cng c quan im cho rng kch thc mu ti
thiu l 5 mu cho mt tham s c lng (Bollen, 1989; Hair, 1998) hay 15
mu cho mt bin (Th & Trang, 2007).
38

Trong nghin cu ny, nhm tc gi la chn kch thc mu ti

thiu l 5 mu cho mt tham s c lng (Bollen, 1989; Hair, 1998). S tham
s d kin l 45 nn s mu ti thiu cho 1 khi, lnh vc kho st l 45x5 =
225.
Bng 3.3 S lng mu kho st d kin cho cc c quan, n v
S lng
TT
n v nh gi
kho st d kin
KHI C QUAN TRUNG NG
1
Bo him x hi Khnh Ha
150
150
2
Cc Thu Khnh Ha
50
3
Kho bc Nh nc
KHI S, NGNH
1
S T php
100
2
S Cng Thng
100
3
S K hoch & u t
100
4
S Lao ng,TB & XH
100
5
S Ti nguyn & Mi trng
100
6
S Xy dng
100
UBND HUYN TH
1
UBND thnh ph Nha Trang
150
2
UBND thnh ph Cam Ranh
150
3
UBND huyn Vn Ninh
100
4
UBND th x Ninh Ha
100
5
UBND huyn Din Khnh
100
6
UBND huyn Cam Lm
100
7
UBND huyn Khnh Vnh
50
8
UBND huyn Khnh Sn
50
Tng cng (1)
1960
n v s nghip y t
Tng cng (2)
760
Tng cng (1)+(2)
2720
Lu :
- i vi dch v khm cha bnh s chn mu t khch hng s dng
dch v ti c s y t (01 bnh vin a khoa tnh, 02 bnh vin a khoa
khu vc, 04 bnh vin chuyn khoa, 07 bnh vin huyn khong 760
mu);
- Khi phn b mu, c xem xt n iu kin ca n v m dch v hnh
chnh cng phc tp, l cc im nng trong giao dch.
39

3. Quy trnh kho st nh gi mc hi lng

Bc 1: tng hp danh sch cng dn s dng dch v cng ti B
phn tip nhn v tr kt qu ca tng huyn/th trong nm 2012. S lng v
danh sch cng dn c kho st s c chn ngu nhin t bng danh sch
vi quy m mu c la chn.
Bc 2: tp hun iu tra vin, theo cc iu tra vin l nhng cn
b ging dy (Khoa Kinh t i hc Nha Trang) v cc chuyn vin ca cc
S ban ngnh c lin quan s c t chc tp hun c hiu r ni dung
bn hi, mc ch nghin cu, cch thc phng vn cho tng i tng (theo
hai phng thc chnh l ngi c phng vn s trc tip in vo bn hi
hay iu tra vin phng vn v in vo bn hi). T chc tp hun s c
thc hin trc khi iu tra vin i phng vn trc tip ti tng qun, huyn.
Bc 3: iu tra s b, c thc hin 50 phiu trn mt s i tng
s dng 02 loi dch v (hnh chnh cng v s nghip cng) iu chnh
cu ch, cch hi trong bn hi sao cho cng dn d hiu nht v thun tin
nht. iu tra vin s thu thp li nhng kin t cuc kho st th, t c
nhng bc hon thin li ni dung bn hi.
Bc 4: iu tra chnh thc, mi nhm kho st bao gm 2 thnh vin
c trch nhim kho st theo huyn/th c phn cng. Qu trnh kho st
c gim st cht lng thng xuyn bi v yu cu quan trng ca qu
trnh kho st ngoi vic gip cho i tng c hi hiu r cu hi trong
phiu kho st c th a ra cu tr li chnh xc nht, th mt yu cu khc
khng km phn quan trng l phng vn ng ngi.
Bc 5: kim tra kt qu kho st v loi cc phiu kho st khng ng
cht lng. Theo , mc d trong phiu kho st s khng ghi r tn v a
ch ca ngi c phng vn nhng iu tra vin c nhim v phi cn c
vo danh sch c chn ngu nhin t danh sch huyn/th cung cp i
phng vn trc tip ti tng gia nh. Trn mi phiu kho st s c 1 MS
(m s), m s ny s trng vi s trong danh sch. V vy, kim tra cht
lng kho st ngoi mt s k thut c s dng khi phn tch d liu,
ngi kim tra cn c th la chn ngu nhin mt s phiu bt k sau khi
40

c thc hin v c th tm n chnh xc a ch ca ngi c phng

vn xc minh ngi c thc s c phng vn hay cha nu cn.

41

PHN IV

NH GI MC HI LNG CA T CHC, C NHN I

VI S PHC V CA C QUAN HNH CHNH NH NC
V LNH VC KHM CHA BNH
A. KHI CC C QUAN HNH CHNH
I. M T I TNG KHO ST
Mu nghin cu s hi lng ca khch hng khi s dng dch v hnh
chnh cng c trnh by trong Bng 4.1.
Bng 4.1: Thng k m t mu theo c im nhn khu hc
c im mu (N=1998)
Tn s
Nam
885
Gii tnh
N
1113
T 18 n 30
604
T 31 n 40
606
tui
T 41 n 55
486
Trn 55
132
Cha tt nghip cp 3
214
Tt nghip cp 3
294
Trnh hc vn Trung cp, cao ng
585
i hc
883
Sau i hc
22
Cn b, vin chc
764
Hc sinh, sinh vin
21
Cng nhn
126
Nng dn
118
Ngh nghip
Lao ng ph thng
106
Kinh doanh
698
Ngh hu
44
Khc
121
Mt ln
481
S ln s dng
dch v hnh
Nhiu hn 1 ln
1517
chnh
Nha Trang
660
Din Khnh
191
Khnh Sn
96
a phng
Khnh Vnh
124
Cam Lm
204
Cam Ranh
258
42

Phn trm (%)

44.3
55.7
30.2
30.3
24.3
5.2
10.7
14.7
29.3
44.2
1.1
38.2
1.1
6.3
5.9
5.3
34.9
2.2
6.1
24.1
75.9
33.0
9.6
4.8
6.2
10.2
12.9

Ninh Ha
Vn Ninh
Ngun: S liu kho st thng 11/2013.

268
197

13.4
9.9

Mu thu thp c phn theo hn ngch vi cc c im: gii tnh,

tui, hc vn, ngh nghip, s ln s dng dch v hnh chnh v a phng.
Tng s mu kho st bao gm 1998 p vin. Trong , nam chim
44.3%, n chim 55.7%. tui t 18 tr ln, c phn thnh bn lp: t 18
30 tui chim 30.2%, t 31 40 tui chim 30.8%, t 41 n 55 tui
chim 24.3%, v trn 55 tui chim 5.2%. V ngh nghip, mu c thu thp
ch yu t hai nhm i tng l cn b vin chc v kinh doanh vi t l
mu ln lc l 38.2% v 34.9% tng ng. Cc thnh phn p vin lm cc
ngh khc nh cng nhn, nng dn, c t l mu chim cha n 6.5%.
Trong tng s 1998 p vin c phng vn c 24.1% mi s dng
dch v ln u, trong khi 75.9% s dng dch v hnh chnh 2 ln tr ln.
Mu kho st cng c phn b c ch trng n hn ngch theo a
phng. Theo , thnh ph Nha trang c t l mu cao nht (33.0%), tip
theo l th x Ninh Ha v thnh ph Cam Ranh (13.4% v 12.9% tng ng).
Cc huyn nh Vn Ninh, Cam Lm, Din Khnh c t l mu xp x trn
di 10%. Hai huyn min ni Khnh Sn v Khnh Vnh t l mu tng
ng 4.8 v 6.2%. V c bn mu kho st m bo tnh i din ca tng th
nghin cu v tin cy cn thit ca cc kt qu phn tch thng k.
c bit, mu kho st ch trng phn b theo hn ngch cc c quan/t
chc c nh gi (Bng 4.2). Tng s cc c quan/t chc c nh gi
trong tnh phn theo 5 nhm chnh:
1. Cc S vi 424 mu, chim t l 21.22%, bao gm 6 S: Cng
thng (80 mu, 4%), KH-T (49 mu, 2.45%), Lao ng - TBXH (83 mu,
4.15%), TN-MT (80 mu, 4.0%), T php (82 mu, 4.1%), v S Xy dng
(50 mu, 2.5%).

43

Bng 4.2: Thng k m t mu theo c quan/t chc c nh gi

C quan/t chc (N=1998)
Tn s
Phn trm
S Cng Thng
80
S KH-T
49
S Lao ng TBXH
83
Cc S
S TN-MT
80
S T php
82
S Xy dng
50
Tng:
424
21.22
BHXH tnh
50
BHXH Cam Lam
20
BHXH Cam Ranh
30
BHXH Din Khnh
20
BHXH Khnh Sn
15
BHXH
BHXH Khnh Vnh
15
BHXH Nha Trang
27
BHXH Ninh Ha
30
BHXH Vn Ninh
20
Tng:
227
11.36
Kho bc Cam Lm
28
Kho bc Cam Ranh
20
Kho bc Din Khnh
22
Kho bc Khnh Sn
22
Kho bc Khnh Vnh
24
Kho bc
Kho bc Nha Trang
25
Kho bc Ninh Ha
23
Kho bc Vn Ninh
26
Kho bc Nh nc tnh
39
Tng
229
11.46
Cc thu tnh
100
Chi cc thu Cam Lm
20
Chi cc thu Cam Ranh
50
Chi cc thu Din Khnh
20
Chi cc thu Khnh Sn
15
Thu
Chi cc thu Khnh Vnh
15
Chi cc thu Nha Trang
50
Chi cc thu Ninh Ha
50
Chi cc thu Vn Ninh
20
Tng:
340
17.01
UBND huyn Cam Lm
100
UBND huyn Din Khnh
98
UBND
UBND huyn Khnh Sn
47
UBND huyn Khnh Vnh
50
44

UBND huyn Vn Ninh

UBND thnh ph Cam Ranh
UBND thnh ph Nha Trang
UBND th x Ninh Ha
Tng
Ngun: S liu kho st thng 11/2013.

100
120
163
100
778

38.95

2. Bo him x hi vi 227 mu, chim t l 11.36% (BHXH tnh 50

mu, BHXH cc huyn Khnh Sn, Khnh Vnh 15 mu, cc n v cn li t
20 30 mu).
3. Kho bc vi 229 mu, chim t l 11.46% (Kho bc Nh nc tnh 39
mu, cc kho bc cp huyn t 20 28 mu).
4. Thu vi 340 mu, chim t l 17.01% (Cc tu tnh 100 mu, Chi
cc thu Khnh Sn, Khnh Vnh 15 mu, cc n v cn li t 20 50 mu).
5. UBND huyn, th x, thnh ph vi 778 mu, chim t l 38.95%
(phn b nhiu nht cho UBND thnh ph Nha Trang vi 163 mu, cc n v
Khnh Sn, Khnh Vnh 47 50 mu, cc n v cn li 100 120 mu).
Hn ngch mu b phn chi tit theo tng a phng v tng lnh vc
nh gi nh: Cc S, BHXH, Kho bc, Thu v UBND trnh by trong Bng
4.3. Mu kho st thu thp c cng tun th kh nghim ngt phng n
ra ban u. Cc a phng nh thnh ph Nha Trang, thnh ph Cam Ranh,
th x Ninh Ha t l mu cao hn hn so cc huyn. Cc huyn Khnh Sn v
Khnh Vnh c t l mu thp v s lng h s giao dch trn 02 a bn ny
kh thp so vi cc n v khc. Cc lnh vc thuc UBND c t l mu cao
nht (38.95%), lnh vc BHXH v Kho bc c t l mu thp hn, chim gn
12%.
Bng 4.3: Phn b mu theo a phng v lnh vc nh gi
Cc C quan/t chc
Cc a phng (N=1998)
BHXH Cc S Kho bc Thu
Nha Trang
n=660 (33.4%)
77
224
64
152
T l,%
3.9
11.3
3.2
7.7
Din Khnh n=191 (10%)
20
30
22
21
T l,%
1.0
1.5
1.1
1.1
Khnh Sn
n=96 (4.9%)
15
0
22
12
45

UBND
143
7.2
98
5.0
47

T l,%
.8
Khnh Vnh n=124 (5.3%)
15
T l,%
.8
Cam Lm
n=204 (10.3%)
21
T l,%
1.1
Cam Ranh
n=258 (13%)
29
T l,%
1.5
Ninh Ha
n=268 (13.5%)
30
T l,%
1.5
Vn Ninh
n=197 (10%)
20
T l,%
1.0
227
N=1998 (100%)
Tng cng
11.5
T l,%
Ngun: S liu kho st thng 11/2013.

.0
5
.3
25
1.3
45
2.3
81
4.1
30
1.5
440
22.2

1.1
24
1.2
28
1.4
19
1.0
23
1.2
27
1.4
229
11.6

.6
15
.8
20
1.0
50
2.5
50
2.5
20
1.0
340
17.2

2.4
50
2.3
110
5.6
115
5.8
84
4.2
100
5.1
742
37.5

II. NH GI MC HI LNG CA T CHC, C NHN I

VI S PHC V CA C QUAN HNH HNH
1. nh gi v thi gian phc v ca c quan hnh chnh
Trong tng s 1998 mu kho st c 876 phiu hi p v thi gian
phc v ca c quan hnh chnh, s cn li khng c cu tr li do ngi
phng vn khng nh chnh xc hoc khng quan tm n thi gian b ra
hon thnh giao dch hoc n gin l do thi gian b ra khng ng k.
Tuy nhin, c th nhn thy rng cc hi p v thi gian phc v cng mang
tnh c l ln v c co gin cao. Kt qu kho st v thi gian phc v
trung bnh ca c quan hnh chnh cho mi giao dch tnh theo n v c l l
ngy trnh by trn Hnh 4.1. C th thy gn 40% p vin tr li hon thnh
giao dch ca mnh trong vng 1 ngy tr li. Nu hon thnh trong vng 1
tun (nm ngy tr li) th con s ny ln n 65%. C khong 2.45% p vin
cho rng thi gian phc v ln n trn 30 ngy.

46

Trn 30 ngy

2.455%

T 16-30 ngy

6.977%

T 11-15 ngy

9.561%

T 6-10 ngy

16.796%

T 2-5 ngy

25.969%

1 ngy

33.979%

1/2 ngy

4.134%

1/4 ngy

.129%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Hnh 4.1. Thi gian trung bnh (ngy) cho mi giao dch.
Ngun: S liu kho st thng 11/2013 (N=774).
Trong s 876 phiu hi p v thi gian phc v ca c quan hnh chnh
ch c 408 phiu cho bit thi gian thc hin giao dch l nhanh hay chm hn
so vi quy nh (Hnh 4.2). Trn 50% cc giao dch ca c quan hnh chnh
din ra trong thi gian qui nh, trong khi , 40% cho rng thi gian giao dch
nhanh hn so vi qui nh, ch c khong 8 % p vin cho rng thi gian giao
dch chm hn qui nh t 1 ngy tr ln.

Nhanh hn trn 6 ngy

4.167%

Nhanh hn 3-5 ngy

9.069%

Nhanh hn 2 ngy

8.824%

Nhanh hn 1 ngy

13.725%

Nhanh hn 1/2 ngy

1.471%

ng qui nh

52.206%

Chm hn 1 ngy

2.451%

Chm hn 2 ngy

2.451%

Chm hn 3-5 ngy

2.941%

Chm hn trn 6 ngy

2.696%

0%

10%

20%

30%

40%

50%

60%

Hnh 4.2. Thi gian thc hin giao dch nhanh/chm hn so vi qui nh
Ngun: S liu kho st thng 11/2013 (N=408).
2. nh gi mc hi lng chung
Mc hi lng chung ca t chc, c nhn i vi s phc v ca c
47

quan nh nc c nh gi thng qua 6 tiu ch: (1) Mc hi lng v vic

tip cn dch v ca c quan; (2) Mc hi lng v iu kin phc v, tip
n ca c quan; (3) Mc hi lng v th tc hnh chnh; (4) Mc hi
lng v s phc v ca cn b, cng chc; (5) Mc hi lng ca mnh v
kt qu, tin gii quyt cng vic; v (6) Mc hi lng v s tip nhn
v x l thng tin phn hi. Kt qu kho st c trnh by trong cc Bng
4.4, 4.5, 4.6, 4.7 v 4.8

@ Vic tnh ch s hi lng (a) c thc hin thng qua 2 bc:

+ Bc 1: Tnh im s hi lng trung bnh (I) cho tng lnh vc dch
v theo cng thc tnh trung bnh c trng s. Cc trng s ny c th tnh
theo 2 cch. Th nht l tnh theo mc quan trng ca tng nhn t da
vo m hnh hi quy, th hai l da vo nh gi ca chuyn gia. Trong bo
co ny s dng cch th nht, theo , trng s nhn t (1)=0.16; nhn t
(2)=0.12; nhn t (3)=0.19; nhn t (4)=0.19; nhn t (5)=0.19; nhn t
(6)=0.15.
+ Bc 2 Chuyn ch s hi lng sang phn trm theo cng thc I%=
100%*I/5. Nh vy im s hi lng bng 1 tng ng vi I%=20%, im
2 tng ng vi 40%, im 3 tng ng vi 60%, im 4 tng ng
vi 80%, v im 5 tng ng vi 100%.
@ Nghin cu s dng thang o Likert 5 mc (1-5), do vy ngha
ca tng gi tr trung bnh i vi thang o khong nh sau:
Gi tr khong cch = (Maximum - Minimum) / n
= (5 -1) / 5
= 0.8
Gi tr trung bnh

ngha

1.00 - 1.80

Hon ton khng ng (Hon ton khng hi lng)

1.81 - 2.60

Khng ng (Khng hi lng)

2.61 - 3.40

Bnh thng (Trung bnh)

3.41 - 4.20

ng (Hi lng)

4.21 - 5.00

Hon ton ng (Hon ton hi lng)

Nhn tng th c th thy, i vi tt c cc c quan/t chc c p

vin nh gi kh cao. im s dao ng t 2.74 - 4.44 i vi tt c cc thnh
phn dch v ca tt c cc c quan, n v c nh gi, ngha l mc hi
48

lng t trung bnh tr ln. Trong , Tiu ch s 2 (Mc hi lng v iu

kin phc v, tip n ca c quan) c nh gi cao nht trong 6 thnh phn
vi im s dao ng t 3.0 4.24, trung bnh 3.76 im. Tiu ch s 1 (Mc
hi lng v vic tip cn dch v ca c quan) b nh gi thp nht, vi
im s dao ng t 2.89 4.16, trung bnh 3.60 im.
Nu xt theo ch s hi lng chung ca cc khi c quan c nh gi
th lnh vc Bo him X hi c nh gi thp nht, vi ch s hi lng
chung 70.04%. Lnh vc Kho bc Nh nc c ch s hi lng chung cao nht,
t 76.65%. Nhm UBND cc huyn, th x, thnh ph cng c nh gi
kh tt vi ch s hi lng chung 72.47%.
2.1. Nhm 06 S thuc UBND tnh:
S T php dn u vi mc 74.66%, S Lao ng TBXH thp nht
vi 70.16%. Tuy nhin, mc khc bit gia cc S khng qu ln v u
t trn mc 70% theo mc tiu K hoch CCHC nm 2013 ca tnh (xem
bng 4.4).
Bng 4.4: Mc hi lng i vi cc S
Mc hi lng tng Tiu ch1
C quan/t chc

Cc S

S Cng Thng
S KH-T
S Lao ng
S TN-MT
S T php
S Xy dng
Tng

(1)

(2)

(3)

(4)

(5)

(6)

3.61
3.65
3.40
3.49
3.74
3.64
3.59

3.75
3.73
3.63
4.13
3.79
3.96
3.83

3.73
3.63
3.55
3.74
3.77
3.82
3.71

3.65
3.57
3.38
3.60
3.77
3.56
3.59

3.68
3.53
3.66
3.59
3.73
3.70
3.65

3.53
3.45
3.44
4.01
3.59
3.76
3.63

Ch s
hi lng
(a)%
73.17
71.74
70.16
74.60
74.66
74.52
73.14

Ngun: S liu kho st thng 11/2013.

2.2. i vi lnh vc Bo him X hi:
Dn u l Bo him X hi Ninh Ha vi 79.3%, thp nht l Bo
1

Ghi ch:
(1) Mc hi lng v vic tip cn dch v ca c quan
(2) Mc hi lng v iu kin phc v, tip n ca c quan
(3) Mc hi lng v th tc hnh chnh
(4) Mc hi lng v s phc v ca cn b, cng chc
(5) Mc hi lng ca mnh v kt qu, tin gii quyt cng vic
(6) Mc hi lng v s tip nhn v x l thng tin phn hi.

49

him X hi Nha Trang vi 57.9%, chnh lch gn 21%. Bo him X hi

Khnh Sn, Cam Lm v Bo him X hi tnh cng t mc tng i thp
vi mc ln lt l 65.31%, 64.23% v 68.56% (xem bng 4.5). Ch s hi
lng chung ca lnh vc ny l 70.04%, xp x mc mc tiu K hoch CCHC
nm 2013 ca tnh.
Bng 4.5. Mc hi lng i vi cc n v Bo him x hi
Mc hi lng tng Tiu ch
C quan/t chc
BHXH tnh
BHXH Cam Lm
BHXH Cam Ranh
BHXH Din Khnh
BHXH Khnh Sn
BHXH Khnh Vnh
BHXH Nha Trang
BHXH Ninh Ha
BHXH Vn Ninh
Tng cng

BHXH

(1)

(2)

(3)

(4)

(5)

(6)

3.41
3.05
3.67
3.55
3.27
3.73
2.89
3.93
3.85
3.48

3.48
3.20
3.67
3.60
3.47
3.73
3.00
3.97
3.75
3.54

3.43
3.20
3.43
3.65
3.20
3.93
2.96
4.00
3.80
3.51

3.35
3.10
3.67
3.55
3.40
3.80
2.93
3.97
3.75
3.50

3.47
3.25
3.70
3.45
3.07
3.93
2.74
3.90
3.55
3.45

3.45
3.50
3.67
3.47
3.27
3.87
2.89
4.03
3.75
3.54

Ch s
hi lng
(a)%
68.56
64.23
72.59
70.88
65.31
76.83
57.90
79.30
74.73
70.04

Ngun: S liu kho st thng 11/2013.

2.3. i vi lnh vc Kho bc Nh nc:
t mc cao nht l Kho bc Nh nc Din Khnh vi 81.58%, thp
nht l Kho bc Nh nc thnh ph Nha Trang vi 68.21%. Kho bc Nh
nc tnh c nh gi tng i tt vi mc hi lng t 77.76% (xem bng
4.6).
Bng 4.6. Mc hi lng i vi cc n v Kho bc Nh nc
Mc hi lng tng Tiu ch
C quan/t chc

Kho bc

Kho bc tnh
Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Khnh Vnh
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Tng cng

(1)

(2)

(3)

(4)

(5)

(6)

3.88
3.82
3.20
4.05
3.73
3.67
3.24
4.00
3.79
3.71

4.12
3.96
3.80
4.05
4.00
3.71
3.56
3.88
3.90
3.89

3.88
3.96
3.40
4.09
3.95
3.75
3.32
3.88
3.79
3.78

3.92
3.93
3.95
4.09
3.95
3.83
3.44
4.12
3.87
3.91

3.88
3.89
3.90
4.09
3.82
3.92
3.56
3.88
3.85
3.88

3.69
3.89
3.80
4.09
4.05
3.79
3.36
3.94
3.74
3.84

50

Ch s
hi lng
(a)%
77.76
78.16
76.33
81.58
78.22
75.72
68.21
79.08
76.45
76.65

Ngun: S liu kho st thng 11/2013.

2.4. i vi lnh vc thu:
c nh gi cao nht l Chi cc thu Vn Ninh vi 78.55%, thp nht
l Chi cc thu thnh ph Nha Trang vi 62.34%. Cc thu tnh v cc Chi cc
thu Khnh Sn, Ninh Ha u t mc di 70% (xem bng 4.7).
Bng 4.7. Mc hi lng i vi cc n v ngnh Thu
Mc hi lng tng Tiu ch
C quan/t chc
Cc thu tnh
Chi cc thu Cam Lm
Chi cc thu Cam Ranh
Chi cc thu Din Khnh
Chi cc thu Khnh Sn
Chi cc thu Khnh Vnh
Chi cc thu Nha Trang
Chi cc thu Ninh Ha
Chi cc thu Vn Ninh
Tng cng

Thu

(1)

(2)

(3)

(4)

(5)

(6)

3.45
3.45
3.66
3.60
3.27
3.53
3.18
3.34
3.75
3.47

3.63
3.50
3.78
3.80
3.60
3.93
3.42
3.42
4.10
3.69

3.52
3.50
3.68
3.55
3.33
4.07
3.08
3.48
4.05
3.58

3.43
3.60
3.56
3.50
3.33
3.93
2.96
3.32
4.00
3.51

3.46
3.55
3.62
3.60
3.33
4.07
3.06
3.28
3.95
3.55

3.46
3.70
3.54
3.50
3.33
3.93
3.14
3.40
3.70
3.52

Ch s
hi lng
(a)%
69.69
71.01
72.66
71.59
67.03
78.42
62.34
67.40
78.55
70.97

Ngun: S liu kho st thng 11/2013.

2.5. i vi UBND cc huyn, th x, thnh ph:
t ch s hi lng cao nht l UBND huyn Din Khnh vi 78.17%,
thp nht l UBND thnh ph Cam Ranh vi mc 67.17%. Cc n v cn li
t mc t 71 76,35% (xem bng 4.8).
Bng 4.8. Mc hi lng i vi UBND cc huyn, th x, thnh ph
Mc hi lng tng Tiu ch
C quan/t chc

UBND

UBND Cam Lm
UBND Cam Ranh
UBND Din Khnh
UBND Khnh Sn
UBND Khnh Vnh
UBND Nha Trang
UBND Ninh Ha
UBND Vn Ninh
Tng cng

(1)

(2)

(3)

(4)

(5)

(6)

3.58
3.35
3.89
3.64
3.59
3.75
3.82
3.68
3.58

3.68
3.52
3.91
3.96
3.84
3.84
3.95
3.76
3.67

3.62
3.39
4.03
3.72
3.84
3.87
3.90
3.69
3.69

3.52
3.33
3.89
3.89
3.77
3.80
3.79
3.53
3.61

3.53
3.28
3.91
3.74
4.00
3.89
3.73
3.68
3.62

3.44
3.34
3.79
3.51
3.80
3.73
3.61
3.67
3.57

Ngun: S liu kho st thng 11/2013.

51

Ch s
hi lng
(a)%
71.14
67.17
78.17
74.80
76.23
76.35
75.92
73.22
72.47

Mc hi lng chung
100%
90%
80%

073%

077%
071%

070%

072%

70%
60%

Mc hi lng
chung

50%
40%
30%
20%
Cc S

BHXH

Kho bc

Thu

UBND cp
huyn

Hnh 4.3. Mc hi lng chung ca tng khi c quan

3. nh gi mc hi lng trn tng tiu ch cht lng dch v
nh gi mc hi lng ca p vin i vi s phc v ca c quan
nh nc mt cch chi tit theo t thnh phn cht lng phc v: 1) Mc
hi lng v vic tip cn dch v ca c quan (8 mc hi); 2) Mc hi lng
v iu kin phc v, tip n ca c quan (8 mc hi); 3) Mc hi lng
v th tc hnh chnh (11 mc hi); 4) Mc hi lng v s phc v ca
cn b, cng chc (7 mc hi); 5) Mc hi lng ca mnh v kt qu, tin
gii quyt cng vic (6 mc hi); v (6) Mc hi lng v s tip nhn
v x l thng tin phn hi (6 mc hi) c trnh by trong cc Bng t 2.3
2.8.
3.1. Tip cn dch v:
Tiu ch ny c 8 cu hi (TC1-TC8) nhm lm r mc thun li
trong vic tip cn dch v ca t chc, c nhn. N cho bit cc c quan hnh
chnh c cung cp y , kp thi thng tin v cc dch v hnh chnh cng
cho khch hng hay khng, vic cung cp c ch ng v st vi nhu cu hay
khng.
- Bng 4.9 cho thy im trung bnh tiu ch ny ca lnh vc BHXH
52

c nh gi kh. Xt theo tng n v c th th BHXH Ninh Ha, Cam

Ranh v Vn Ninh c nh gi kh cao trn ton b cc thnh phn ca tiu
ch. Trong khi , BHXH Cam Lm c nh gi cha tt 3/8 yu t: TC2
(ch ng thng tin, gii thiu v quy nh hnh chnh, c ch chnh sch, th
tc hnh chnh), TC3 (quan tm tm hiu nhu cu thng tin), TC6 (cung cp
thng tin nhanh chng, kp thi). BHXH Nha Trang b nh gi cha tt 6/8
yu t: TC2 (ch ng thng tin, gii thiu v quy nh hnh chnh, c ch
chnh sch, th tc hnh chnh), TC3 (quan tm tm hiu nhu cu thng tin),
TC4 (cung cp thng tin r rng, d hiu), TC6 (cung cp nhanh chng, kp
thi), TC7 (tip nhn v gii p kp thi vng mc), TC8 (tr li vng mc
chnh xc v tha ng).
Bng 4.9. Tip cn dch v
C quan/t chc (N=1998)

BHXH

Cc S

Kho bc

TC1
BHXH Cam Lm
3.25
BHXH Cam Ranh
3.90
BHXH Din Khnh
3.50
BHXH Khnh Sn
3.53
BHXH Khnh Vnh
3.60
BHXH Nha Trang
3.26
BHXH Ninh Ha
3.67
BHXH Vn Ninh
3.70
BHXH tnh
3.61
Tng 3.58
S Cng Thng
3.68
S KHT
3.71
S Lao ng - TBXH 3.71
S TNMT
4.10
S T php
3.73
S Xy dng
3.68
Tng 3.78
Kho bc Cam Lm
3.96
Kho bc Cam Ranh
2.80
Kho bc Din Khnh 4.05
Kho bc Khnh Sn
3.95
Kho bc Khnh Vnh 3.71
Kho bc Nha Trang
3.00
Kho bc Ninh Ha
3.94
Kho bc Vn Ninh
3.87

TC2
2.90
3.57
3.45
3.20
3.60
2.67
4.00
3.85
3.22
3.33
3.61
3.51
3.27
3.08
3.61
3.16
3.39
3.79
2.60
3.82
3.77
3.38
2.92
3.41
3.64

53

Tip cn dch v
TC3 TC4 TC5 TC6
2.80 3.05 3.05 2.90
3.40 3.63 3.90 3.87
3.35 3.70 3.65 3.45
3.20 3.47 3.40 3.00
3.07 3.73 3.80 3.33
2.59 2.89 3.15 2.93
4.07 4.10 4.13 3.90
3.80 4.05 3.80 3.70
3.14 3.43 3.48 3.33
3.26 3.53 3.57 3.37
3.50 3.91 3.88 3.68
3.33 3.57 3.63 3.33
3.12 3.47 3.56 3.30
3.06 3.46 3.44 3.30
3.49 3.79 3.84 3.54
3.04 3.34 3.36 3.34
3.28 3.63 3.65 3.44
3.50 3.79 3.86 3.79
2.60 2.80 2.80 3.60
3.64 4.00 4.00 3.95
3.45 3.82 4.00 3.45
3.21 3.79 3.75 3.42
2.68 3.28 3.20 3.08
3.53 3.94 3.94 3.71
3.49 3.87 3.82 3.82

TC7
2.95
3.73
3.50
3.27
3.73
2.70
4.07
3.80
3.35
3.43
3.80
3.41
3.33
3.29
3.77
3.22
3.51
3.79
3.20
4.09
3.73
3.58
3.08
4.00
3.87

TC8
3.00
3.67
3.70
3.33
3.40
2.74
4.03
3.85
3.39
3.44
3.67
3.45
3.48
3.33
3.72
3.34
3.52
3.68
3.20
4.14
3.73
3.63
3.24
3.88
3.77

Kho bc tnh

Thu

UBND

Tng
Chi cc Cam Lm
Chi cc Cam Ranh
Chi cc Din Khnh
Chi cc Khnh Sn
Chi cc Khnh Vnh
Chi cc Nha Trang
Chi cc Ninh Ha
Chi cc Vn Ninh
Cc thu tnh
Tng
Huyn Cam Lm
Thnh ph Cam Ranh
Huyn Din Khnh
Huyn Khnh Sn
Huyn Khnh Vnh
Thnh ph Nha Trang
Th x Ninh Ha
Huyn Vn Ninh
Tng

4.00
3.78
3.00
3.76
4.05
3.27
3.60
3.52
3.74
3.58
3.80
3.65
3.47
3.52
3.76
3.64
3.36
3.67
3.72
3.35
3.59

3.81
3.55
3.20
3.50
3.30
3.20
3.80
3.02
3.40
3.30
3.42
3.38
3.45
3.28
3.74
3.43
3.64
3.54
3.62
3.66
3.54

3.65
3.38
3.20
3.64
3.10
2.93
3.33
2.82
2.98
3.02
3.40
3.25
3.17
3.28
3.55
3.49
3.50
3.42
3.51
3.55
3.43

3.73
3.75
3.40
3.70
3.80
3.53
4.00
3.40
3.46
3.47
3.57
3.57
3.63
3.43
4.04
3.68
3.74
3.75
3.85
3.69
3.73

3.77
3.76
3.35
3.72
4.00
3.67
3.73
3.44
3.38
3.43
3.55
3.56
3.73
3.49
3.90
3.91
3.74
3.83
3.85
3.58
3.75

3.69
3.63
2.90
3.40
3.65
3.07
3.33
3.10
3.02
3.07
3.53
3.29
3.35
3.22
3.63
3.40
3.46
3.56
3.47
3.27
3.43

3.85
3.73
3.30
3.56
3.45
3.53
3.73
3.08
3.32
3.29
3.48
3.43
3.50
3.40
3.70
3.79
3.54
3.62
3.70
3.50
3.59

3.62
3.69
3.45
3.74
3.30
3.20
3.87
3.08
3.32
3.33
3.55
3.48
3.55
3.40
3.78
3.81
3.72
3.59
3.66
3.65
3.62

- i vi 06 S thuc UBND tnh, tiu ch Tip cn dch v c nh

gi tng i cao, cc yu t thnh phn u c im trung bnh trn 3.25 v
khng c s cch bit qu ln gia cc S.
- i vi nhm Kho bc Nh nc, n v Din Khnh c nh gi
tt trn c 08 yu t, k l Kho bc Nh nc tnh, cc n v Ninh Ha,
Vn Ninh v Cam Lm. Ring Kho bc Nha Trang v Cam Ranh ch t mc
trung bnh i vi cc yu t TC1, TC2, TC3, TC4, TC5.
- Lnh vc thu c nh gi v cht lng tip cn dch v kh tt,
nhng cn quan tm thm cc tiu ch TC3 (cc Chi cc Khnh Sn, Nha
Trang, Ninh Ha), TC6 (Chi cc Cam Lm). Nhm UBND cc huyn, th x,
thnh ph c nh gi kh ng u v tip cn dch v, trong UBND
huyn Din Khnh, Khnh Vnh, thnh ph Nha Trang, th x Ninh Ha c
khch hng cho im kh cao.

54

Tip cn dch v
3.8
3.7
3.6
im s

3.5
3.4
3.3
BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.4. Mc hi lng v Tip cn dch v ca tng khi c quan

3.2. iu kin tip n v phc v:
Tiu ch ny cng gm 08 yu t (DK1 DK8), hng v lm r tnh
trng b tr c s vt cht, tin nghi tip n v cch thc hng dn, tip
nhn cng vic ca c quan hnh chnh i vi khch hng ca mnh. Kt qu
phn tch s liu cho thy:
- Lnh vc BHXH c nh gi t trung bnh ti tt, tng ng vi
im s t 3.24 3.71. Tuy nhin, BHXH Nha Trang cn quan tm ci thin
cc yu t DK3 (trang b y gh ngi, bn vit, my tnh), DK6 (cung cp
y vn phng phm, in n, photo cho khch hng c nhu cu), DK7 (gim
thi gian ch i).
- Trong cc S th S Ti nguyn v Mi trng c nh gi cao v
iu kin phc v tip n. Nhn chung i vi tiu ch ny, cc S u c
nh gi tng i tt v khng c cch bit ng k gia cc c quan.
Bng 4.10. iu kin n tip v phc v
C quan/t chc (N=1998)

BHXH

BHXH Cam Lm
BHXH Cam Ranh
BHXH Din Khnh
BHXH Khnh Sn
BHXH Khnh Vnh
BHXH Nha Trang
BHXH Ninh Ha

DK1
3.05
3.73
3.70
3.20
3.80
3.26
3.90

iu kin n tip v phc v

DK2 DK3 DK4 DK5 DK6 DK7
3.15 3.00 3.25 3.40 3.05 3.00
3.77 3.23 3.30 3.80 3.40 3.63
3.65 3.35 3.65 3.65 3.30 3.05
3.47 3.47 3.13 3.60 3.07 3.40
4.00 3.53 3.20 3.87 3.20 3.47
3.33 2.85 3.15 3.33 2.70 2.44
4.10 3.87 3.70 4.20 3.87 3.43

55

DK8
3.20
3.73
3.65
3.67
4.07
3.04
3.93

Cc S

Kho bc

Thu

UBND

BHXH Vn Ninh
BHXH tnh
Tng
S Cng Thng
S KHT
S Lao ng - TBXH
S TNMT
S T php
S Xy dng
Tng
Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Khnh Vnh
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
Tng
Chi cc Cam Lm
Chi cc Cam Ranh
Chi cc Din Khnh
Chi cc Khnh Sn
Chi cc Khnh Vnh
Chi cc Nha Trang
Chi cc Ninh Ha
Chi cc Vn Ninh
Cc thu tnh
Tng
Huyn Cam Lm
Thnh ph Cam Ranh
Huyn Din Khnh
Huyn Khnh Sn
Huyn Khnh Vnh
Thnh ph Nha Trang
Th x Ninh Ha
Huyn Vn Ninh
Tng

3.55
3.50
3.53
3.89
3.57
3.77
4.16
3.82
3.98
3.88
4.36
4.40
4.50
4.00
4.13
3.64
3.76
4.15
4.38
4.14
3.10
4.10
3.85
3.93
3.80
3.82
4.00
3.30
3.86
3.83
3.67
3.68
4.06
3.98
3.88
3.91
4.11
3.53
3,86

3.75
3.58
3.65
3.84
3.69
3.82
4.13
3.87
3.92
3.89
4.29
4.20
4.50
4.18
4.04
3.60
4.00
4.00
4.27
4.11
3.35
3.94
4.05
3.67
3.73
3.84
3.68
3.40
3.82
3.77
3.61
3.71
4.08
3.87
3.84
3.90
4.06
3.67
3,85

4.15
3.23
3.38
3.74
3.63
3.42
3.56
3.57
3.60
3.60
4.00
3.80
4.18
3.64
3.50
3.28
3.47
3.69
3.96
3.73
3.55
3.64
3.85
3.40
3.67
3.52
3.50
4.05
3.62
3.62
2.76
3.54
3.66
3.51
3.72
3.72
3.89
3.57
3,57

3.75
3.30
3.36
3.77
3.63
3.47
4.19
3.71
3.94
3.79
4.04
3.20
4.00
3.45
3.42
3.28
3.53
3.54
4.12
3.66
3.45
3.84
4.05
3.33
3.73
3.50
3.58
3.65
3.54
3.61
3.96
3.86
3.56
4.00
3.86
3.69
3.96
3.69
3,81

4.15
3.59
3.71
3.92
3.78
3.79
4.23
3.77
4.28
3.95
4.25
3.80
4.41
3.64
3.71
3.48
3.94
4.00
4.31
3.97
3.55
3.78
3.95
3.67
3.80
3.64
4.08
4.00
3.67
3.78
4.04
3.63
3.98
3.89
3.86
3.89
3.96
3.80
3,90

3.80
3.14
3.24
3.34
3.20
3.04
3.21
3.45
3.58
3.30
3.57
3.60
3.73
3.05
2.96
3.04
2.76
3.36
3.77
3.32
3.30
3.20
3.70
2.93
3.47
3.32
2.76
3.90
3.37
3.28
2.77
2.68
3.30
3.28
3.28
3.42
2.74
3.25
3,12

3.65
3.30
3.26
3.57
3.33
3.40
3.25
3.46
3.24
3.40
3.64
3.80
3.86
3.82
3.58
3.40
3.82
3.74
3.88
3.72
3.40
3.44
3.50
3.87
4.13
2.96
3.06
3.65
3.64
3.44
3.53
3.16
3.73
4.15
3.98
3.57
3.50
3.49
3,57

3.80
3.48
3.56
3.78
3.51
3.79
3.80
3.84
3.60
3.75
4.00
4.20
4.14
4.32
3.67
3.80
3.82
3.95
4.23
4.00
3.65
3.86
3.70
3.33
4.20
3.26
3.38
3.90
3.63
3.61
3.69
3.59
3.99
4.17
4.26
3.87
3.87
3.71
3,84

Ngun: S liu kho st thng 11/2013.

- Tng t nh cc S, lnh vc Kho bc Nh nc cng c khch
hng nh gi tng i tt vi im s trung bnh cc yu t t 3.32 4.14.
Tuy nhin, Kho bc Khnh Vnh v Ninh Ha cn quan tm ci thin yu t
56

DK6 (cung cp y vn phng phm, in n, photo cho khch hng c nhu

cu).
- Lnh vc thu, khch hng cn cha hi lng cc chi cc Khnh Sn,
Ninh Ha yu t DK6, i vi Nha Trang yu t DK7 (mt thi gian ch
i).
- UBND cc huyn, th x, thnh ph cn quan tm thm yu t DK3
(Cam Lm), DK6 (Cam Lm, Cam Ranh, Ninh Ha), gim thiu thi gian ch
i ca khch hng thng qua hp l ha b tr cn b tip nhn h s, cng
vic ti B phn mt ca.
Nhn chung, i vi iu kin tip n v phc v, khch hng cha hi
lng v yu t DK6 i vi nhiu n v (29/41) cho thy cn quan tm hn
n vic cung cp cc iu kin h tr cng vic cho khch hng ngay ti c
quan nh nc, hn ch tnh trng khch hng phi ra ngoi in n, photo, thm
ch khng c ni ngi vit h s. Ngoi ra khch hng cng nh gi DK3,
DK4 ca mt s c quan cha cao, do vy cn quan tm trang b y gh
ngi ch, gh ngi lm vic, bn vit h s, my vi tnh, nc ung, ch
xe, y v tin nghi hn.

iu kin tip n v phc v

4
3.9
3.8
3.7
im s

3.6
3.5
3.4
3.3
BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.5. Mc hi lng v iu kin tip n v phc v ca tng khi

c quan
3.3. Th tc hnh chnh:
Thang o ca tiu ch Th tc hnh chnh bao gm 11 yu t (HC1HC11), mc tiu lm r vic cng khai, minh bch ha th tc hnh chnh, cc
57

yu cu, iu kin, h s, biu mu, thi gian v ph, l ph gii quyt th tc;
mc d thc hin ca cc biu mu, quy trnh, s h tr hon thin h s
ca cc c quan i vi khch hng ca mnh. Kt qu phn tch bng 4.11
cho thy mt s vn ng quan tm:
- Lnh vc Bo him X hi c im trung bnh ca 08/11 yu t mc
kh (t 3.46 3.64), vn cn 03/11 yu t c nh gi mc trung bnh, gm:
HC5 (mt thi gian lp h s), HC8 (thng bo b sung h s bng vn
bn), HC9 (quy trnh th tc).
BHXH Cam Lm cn quan tm ci thin HC5. BHXH Nha Trang phi
tp trung ci thin 06/11 yu t gm: HC5, HC6 (s thng nht gia hng
dn ca cn b, cng chc vi thng tin th tc c nim yt), HC7 (s
hng dn y , r rng ca cng chc), HC8, HC9 v HC10 (thng bo
chnh xc thi im v ni nhn kt qu h s); trong yu t HC8 c
im di trung bnh (2.56).
- i vi cc S, ngoi tr yu t HC5, im trung bnh cc yu t cn
li ca thang o u mc kh. Tuy nhin, xem xt c th i vi tng c
quan, ta nhn thy khch hng cha thc s hi lng vi yu t HC4 mc
d thc hin ca cc biu mu, t khai (S TNMT), HC5 thi gian hon
chnh h s, HC8 - thng bo b sung h s bng vn bn (cc S: KHT,
LTBXH, TNMT, Xy dng), HC9 quy trnh gii quyt th tc (S
TNMT). Nh vy, cn tnh trng cha thc hin ng quy nh ca c ch mt
ca, quy trnh gii quyt th tc cn rt phc tp.
Bng 4.11. Th tc hnh chnh
C quan/t chc
(N=1998)

BHXH

Cam
Lm
Cam
Ranh
Din
Khnh
Khnh
Sn
Khnh

HC1 HC2

HC3

HC4

Th tc hnh chnh
HC5 HC6 HC7

3.20

3.60

3.10

3.25

2.90

3.40

3.30

3.10

3.15

3.30

3.35

3.70

3.50

3.50

3.37

3.20

3.67

3.80

3.47

3.53

3.87

3.53

3.70

3.50

3.50

3.37

3.20

3.67

3.80

3.47

3.53

3.87

3.53

3.20

3.27

3.53

3.20

2.93

3.40

3.20

2.80

3.27

3.20

3.53

3.60

3,47

3.80

3.53

3.47

3.67

4.07

3.60

3.60

3.93

3.87

58

HC8

HC9 HC10 HC11

Cc S

Kho
bc

Thu

Vnh
Nha
Trang
Ninh
Ha
Vn
Ninh
BHXH
tnh
Tng
Cng
Thng
KHT
LTB
XH
TNMT
T
php
Xy
dng
Tng
Cam
Lm
Cam
Ranh
Din
Khnh
Khnh
Sn
Khnh
Vnh
Nha
Trang
Ninh
Ha
Vn
Ninh
Kho
bc tnh
Tng
Cam
Lm
Cam
Ranh
Din
Khnh
Khnh
Sn
Khnh
Vnh
Nha
Trang

3.26

3.22

3.19

3.00

2.63

2.96

2.89

2.56

2.67

2.96

3.15

4.03

4.23

4.13

4.13

3.90

4.07

4.10

3.77

3.83

4.20

3.83

3.65

3.95

3.70

3.70

3.70

3.65

3.80

3.75

3.50

3.70

3.65

3.54

3.58

3.50

3.38

3.18

3.46

3.55

3.29

3.33

3.66

3.54

3.56

3.63

3.59

3.46

3.26

3.51

3.58

3.30

3.35

3.64

3.56

3.72

3.76

3.80

3.76

3.55

3.66

3.66

3.54

3.61

3.82

3.71

3.51

3.63

3.65

3.43

3.27

3.51

3.51

3.35

3.43

3.73

3.61

3.56

3.60

3.70

3.53

3.36

3.47

3.40

3.29

3.52

3.86

3.53

4.03

4.05

4.08

3.30

3.21

3.58

3.54

3.51

3.18

3.69

3.79

3.63

3.71

3.76

3.59

3.52

3.62

3.77

3.62

3.54

4.02

3.88

3.96

3.94

3.86

3.60

3.32

3.64

3.74

3.56

3.46

3.76

3.68

3.74

3.78

3.82

3.55

3.39

3.59

3.61

3.49

3.46

3.83

3.71

3.93

4.00

4.14

3.57

3.79

3.93

3.86

3.79

3.82

4.00

4.04

3.40

3.20

3.40

3.40

3.40

3.40

3.60

3.20

3.60

3.60

3.40

4.32

4.18

4.23

4.27

4.09

4.09

4.00

3.95

4.14

4.05

4.09

3.59

3.68

3.95

3.86

3.73

3.68

3.91

3.36

3.64

3.86

3.86

3.75

3.88

3.83

3.58

3.71

3.96

3.88

3.63

3.63

3.83

3.83

3.20

3.28

3.32

3.20

3.32

3.16

3.16

2.96

3.24

3.36

3.36

3.94

4.00

4.06

3.59

3.76

3.82

3.71

3.47

3.59

4.00

3.82

4.00

3.97

3.77

3.67

3.67

3.64

3.85

3.72

3.69

3.85

3.85

4.04

3.85

4.12

3.85

3.77

3.92

3.81

3.38

3.69

3.96

4.04

3.84

3.84

3.90

3.68

3.71

3.75

3.77

3.54

3.68

3.85

3.85

3.20

3.65

3.50

3.00

3.40

3.40

3.60

3.50

3.55

3.60

3.50

3.74

3.66

3.70

3.48

3.44

3.62

3.64

3.50

3.64

3.72

3.58

3.80

3.85

4.00

3.70

3.45

3.70

3.50

3.40

3.55

3.70

4.15

3.73

3.47

3.47

3.40

3.47

3.67

3.47

3.33

3.40

3.67

3.07

3.67

4.00

4.40

3.80

4.00

4.27

4.00

3.73

3.93

4.27

3.93

3.64

3.54

3.28

3.16

2.98

3.24

2.98

3.08

3.06

3.34

3.08

59

UBND

Ninh
3.96
Ha
Vn
3.40
Ninh
Cc
thu
3.69
tnh
Tng 3.69
Huyn
Cam
3.88
Lm
Thnh
ph
3.51
Cam
Ranh
Huyn
Din
4.04
Khnh
Huyn
Khnh
3.96
Sn
Huyn
Khnh
3.82
Vnh
Thnh
ph
3.83
Nha
Trang
Th x
Ninh
3.86
Ha
Huyn
Vn
3.52
Ninh
Tng 3.78

3.56

3.36

3.02

2.94

3.32

3.46

3.14

2.80

3.56

3.22

3.60

3.85

3.50

3.65

3.95

3.85

3.55

3.70

3.75

3.60

3.68

3.65

3.48

3.49

3.59

3.60

3.43

3.47

3.73

3.56

3.65

3.61

3.36

3.35

3.55

3.51

3.36

3.38

3.66

3.47

3.82

3.80

3.39

3.45

3.61

3.72

2.82

3.48

3.76

3.54

3.54

3.63

3.44

3.23

3.28

3.51

3.26

3.34

3.49

3.45

3.98

3.98

3.74

3.71

4.00

3.81

3.47

3.81

4.02

3.81

3.91

4.04

3.45

3.60

3.94

3.87

3.36

3.57

4.15

3.79

3.76

4.00

3.68

3.78

3.94

3.92

3.46

3.76

4.18

3.98

3.82

3.88

3.68

3.67

3.75

3.80

3.66

3.60

3.93

3.87

3.95

3.95

3.80

3.48

3.72

3.78

3.50

3.62

3.87

3.97

3.71

3.78

3.50

3.52

3.75

3.74

3.53

3.61

3.82

3.63

3.81

3.86

3.60

3.55

3.71

3.76

3.42

3.60

3.86

3.74

Ngun: S liu kho st thng 11/2013.

- i vi Kho bc Nh nc, khch hng nh gi mc kh i vi
Kho bc Nh nc tnh, Kho bc Din Khnh, Cam Lm v Vn Ninh (11/11
yu t t im trn 3.40). Ring Kho bc Nha Trang c ton b 11/11 yu t
b nh gi mc trung bnh. Chi cc thu Nha Trang cn quan tm yu t
HC5, HC7; Chi cc Ninh Ha cn quan tm HC5, HC9.
- UBND huyn Khnh Vnh c nh gi kh tt cc yu t HC3,
HC10. UBND thnh ph Cam Ranh cn quan tm ci thin HC5, HC6, HC8,
HC9.

60

Th tc hnh chnh
3.9
3.8
3.7
3.6
3.5
3.4
3.3

im s

BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.6. Mc hi lng v Th tc hnh chnh ca tng khi c quan

3.4. S phc v ca cn b, cng chc, vin chc:
Thang o s phc v ca cn b, cng chc, vin chc gm 7 yu t
(PV1-PV7), mc tiu xc nh r l li lm vic, thi phc v v nng lc
gii quyt cng vic. Trong thang o ny, yu t PV7 phn nh cn b, cng
chc, vin chc c lim chnh, trong sch khi gii quyt cng vic cho t chc,
c nhn hay khng. Kt qu tng hp cho thy kt qu nh sau:
- i vi lnh vc BHXH, im trung bnh chung cho thy hu ht cc
yu t c nh gi mc kh. Ring BHXH Nha Trang c 07/7 yu t c
nh gi mc trung bnh. BHXH Khnh Sn c 05/7 yu t b nh gi cha
tt.
- i vi cc S, im trung bnh chung cho thy tt c cc yu t u
t kh. Tuy nhin, i vi tng c quan c th, khch hng cha tht s hi
lng i vi yu t PV1 gi gic lm vic, im s 3.07, 3.24 (S K hoch
v u t, S Lao ng - TBXH); yu t PV4 s chu o, tn tnh v trch
nhim, im s 3.34 (S Lao ng TBXH); yu t PV5 s chia s, hp tc
v quan tm tip thu kin, im s 3.30 (S Lao ng TBXH); yu t PV6
tc nghip nhanh v chnh xc, im s 3.04, 3.18 (S TNMT, S Xy
dng).
- i vi lnh vc Kho bc, hu ht cc n v c nh gi mc kh
trn tt c cc yu t. Ring Kho bc Nha Trang cn quan tm thm cc yu t
PV3 (hng dn c th, d hiu), PV4, PV5.
61

Bng 4.12: Cc thnh phn ca thang o S phc v ca CB, CC, VC

C quan/t chc (N=1998)
BHXH Cam Lm
BHXH Cam Ranh
BHXH Din Khnh
BHXH Khnh Sn
BHXH BHXH Khnh Vnh
BHXH Nha Trang
BHXH Ninh Ha
BHXH Vn Ninh
BHXH tnh
Tng
S Cng Thng
S KHT
S Lao ng-TBXH
Cc S S TNMT
S T php
S Xy dng
Tng
Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Khnh Vnh
Kho bc
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
Tng
Chi cc thu Cam Lm
Chi cc Cam Ranh
Chi cc Din Khnh
Chi cc Khnh Sn
Chi cc Khnh Vnh
Thu
Chi cc Nha Trang
Chi cc Ninh Ha
Chi cc Vn Ninh
Cc thu tnh
Tng
Huyn Cam Lm
Thnh ph Cam Ranh
UBND Huyn Din Khnh
Huyn Khnh Sn
Huyn Khnh Vnh

PV1
3.30
3.67
3.67
3.60
3.60
3.30
4.23
3.55
3.33
3.50
3.53
3.24
3.07
3.41
3.74
3.52
3.44
4.00
4.00
4.23
3.59
3.58
3.56
3.76
3.90
4.27
3.88
3.10
3.42
3.45
3.33
3.53
3.60
3.26
3.50
3.40
3.42
3.74
3.35
3.96
3.79
3.50

62

S phc v ca CB,CC,VC
PV2 PV3 PV4 PV5 PV6
3.32 3.30 3.35 3.35 3.15
3.77 3.63 3.67 3.60 3.53
3.77 3.63 3.67 3.60 3.53
3.27 3.27 3.07 3.20 3.00
3.80 4.00 4.00 3.73 3.53
2.74 2.70 2.63 2.70 2.56
4.20 3.97 3.93 3.97 4.10
3.65 3.65 3.60 3.90 3.75
3.38 3.42 3.32 3.37 3.32
3.46 3.45 3.37 3.43 3.36
3.72 3.66 3.56 3.50 3.55
3.39 3.57 3.41 3.47 3.53
3.41 3.47 3.34 3.30 3.40
3.55 3.54 3.51 3.40 3.04
3.78 3.82 3.65 3.63 3.61
3.68 3.70 3.56 3.50 3.18
3.61 3.63 3.51 3.47 3.40
3.86 3.75 3.64 3.64 3.75
4.20 4.00 4.20 3.80 3.80
4.14 4.14 3.95 4.14 4.05
3.86 4.05 3.91 4.00 3.82
3.71 3.88 3.63 3.54 3.63
3.36 3.20 3.16 3.12 3.60
3.94 4.00 3.88 3.88 3.94
3.97 4.00 3.95 3.87 3.92
3.88 3.88 3.81 3.81 3.81
3.85 3.86 3.75 3.75 3.81
3.45 3.30 3.40 3.55 3.35
3.66 3.72 3.34 3.49 3.62
3.50 3.55 3.50 3.40 3.55
3.73 3.47 3.53 3.20 3.13
3.93 4.20 3.93 3.47 3.73
2.90 2.90 2.80 2.92 3.12
3.40 3.42 3.24 3.24 3.12
3.50 3.70 3.80 3.65 3.55
3.51 3.62 3.49 3.37 3.51
3.43 3.51 3.36 3.34 3.40
3.67 3.60 3.55 3.40 3.46
3.50 3.42 3.30 3.18 3.28
3.81 3.91 3.70 3.69 3.81
4.00 3.96 3.77 3.72 3.66
3.86 3.92 3.86 3.78 3.76

PV7
3.15
3.73
3.73
3.60
3.87
3.11
3.77
3.65
3.41
3.48
3.49
3.57
3.34
3.20
3.65
3.20
3.42
3.96
3.80
3.95
3.91
3.79
3.56
3.94
3.82
3.81
3.84
3.55
3.38
3.55
3.33
3.33
3.02
2.82
3.60
3.36
3.26
3.46
3.18
3.80
4.11
3.74

Thnh ph Nha Trang

Th x Ninh Ha
Huyn Vn Ninh
Tng

3.69
3.47
3.34
3.61

3.68
3.76
3.49
3.68

3.82
3.74
3.55
3.72

3.68
3.68
3.49
3.60

3.64
3.61
3.56
3.54

3.69
3.54
3.46
3.57

3.79
3.48
3.51
3.59

Ngun: S liu kho st thng 11/2013.

- Trong thang o ny, im trung bnh chung cho thy lnh vc thu
c nh gi thp hn so vi cc nhm khc. Trong , chi cc Cam Lm
cha c nh gi cao v gi gic lm vic (PV1), Chi cc Nha Trang c n
6/7 yu t c nh gi trung bnh vi im s t 2.8 3.12 (PV2-PV5). Chi
cc Ninh Ha, Khnh Sn cng cn nhiu im cha hi lng khch hng,
trong ng lu l yu t s lim chnh, trong sch (PV7) ca Chi cc
Ninh Ha ch t 2.82, thp hn tt c cc n v c kho st ln ny.
- i vi UBND cc huyn, th x, thnh ph, im trung bnh chung v
im c th ca hu ht n v u phn nh kt qu mc kh. Ring UBND
thnh ph Cam Ranh cn quan tm 05 yu t ch t mc trung bnh.

S phc v ca cn b, cng chc

4
3.9
3.8
3.7
3.6
3.5
3.4
3.3
3.2

im

BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.7. Mc hi lng v s phc v ca CBCC tng khi c quan

3.5. Kt qu, tin gii quyt cng vic
Tiu ch kt qu, tin cng vic c o lng thng qua 06 yu t,
nhm mc tiu lm r vic bo m thi hn hn tr kt qu, s ni, s ln
phi i li c kt qu, s thng tin kp thi v tin h s, s chnh xc
y ca kt qu v s cu th ca c quan nh nc trong trng hp h s
trn hn. Bng tng hp 4.13 cho thy mt s kt qu ng ch :
63

- Yu t KQ3 (s ln i li gii quyt cng vic) b nh gi cha tt

vi 17 c quan b nh gi mc im trung bnh (im s di 3.40), tip
l yu t thnh phn KQ6 (c vn bn gii thch r rng khi tr hn) vi 15 c
quan b nh gi trung bnh, KQ4 (thng tin y v ttn , tnh trng h
s) vi 09 c quan b nh gi trung bnh. Nh vy, khch hng cn phi i li
nhiu ln mi nhn c kt qu gii quyt cng vic, th tc hnh chnh; c
quan hnh chnh cn tnh trng cha cung cp thng tin kp thi cho ngi dn
v c bit khi tr hn th khng c vn bn hn li v khng gii thch r rng
l do. iu ny cho thy cn nng cao hn na thc v trch nhim phc v
ca cc c quan nh nc, cn phi tht s tn trng khch hng ca mnh.
c bit, BHXH Cam Lm, Khnh Sn, Nha Trang, BHXH tnh, S Ti
nguyn v Mi trng, Cc thu tnh, cc chi cc thu Nha Trang, Ninh Ha,
UBND thnh ph Cam Ranh cn quan tm ci thin ton din v cn nhiu yu
t c nh gi cha tt.
Bng 4.13. Kt qu, tin gii quyt cng vic
C quan/t chc (N=1998)

BHXH

Cc S

BHXH Cam Lm
BHXH Cam Ranh
BHXH Din Khnh
BHXH Khnh Sn
BHXH Khnh Vnh
BHXH Nha Trang
BHXH Ninh Ha
BHXH Vn Ninh
BHXH tnh
S Cng Thng
S KHT
S Lao ng-TBXH
S TNMT
S T php
S Xy dng

Kho bc Cam Lm
Kho bc Kho bc Cam Ranh
Kho bc Din Khnh

Kt qu, tin gii quyt cng vic

KQ1 KQ2 KQ3 KQ4 KQ5 KQ6
3.45 3.15 3.00 3.20 3.35 3.20
3.60 3.77 3.43 3.60 3.87 3.30
3.60 3.77 3.43 3.60 3.87 3.30
3.33 3.40 2.73 2.73 3.20 2.80
4.07 4.07 3.53 3.80 4.07 3.87
3.04 2.78 2.30 2.78 3.04 2.63
3.77 3.80 3.57 3.83 4.03 3.77
3.85 3.65 3.50 3.50 3.65 3.45
3.49 3.51 3.19 3.34 3.56 3.22
Tng 3.53 3.50 3.15 3.34 3.58 3.26
3.84 3.66 3.43 3.65 3.79 3.62
3.51 3.47 3.10 3.29 3.41 3.45
3.77 3.67 3.10 3.48 3.79 3.47
3.60 3.33 3.06 3.49 3.48 3.24
3.89 3.59 3.50 3.78 3.82 3.46
3.60 3.50 3.22 3.58 3.66 3.38
Tng 3.73 3.55 3.26 3.57 3.68 3.45
3.93 3.75 3.61 3.68 3.96 3.61
4.00 4.20 3.60 3.80 4.00 3.60
4.09 4.09 3.82 4.00 4.18 4.00

64

Kho bc Khnh Sn
Kho bc Khnh Vnh
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
Tng
Chi cc thu Cam Lm
Chi cc Cam Ranh
Chi cc Din Khnh
Chi cc Khnh Sn
Chi cc Khnh Vnh
Chi cc Nha Trang
Chi cc Ninh Ha
Chi cc Vn Ninh
Cc thu tnh

Thu

Tng

UBND

Huyn Cam Lm
Thnh ph Cam Ranh
Huyn Din Khnh
Huyn Khnh Sn
Huyn Khnh Vnh
Thnh ph Nha Trang
Th x Ninh Ha
Huyn Vn Ninh
Tng

3.86
3.96
3.64
4.06
3.95
4.04
3.94
3.25
3.84
3.85
3.47
3.73
3.34
3.80
3.50
3.72
3.65
3.73
3.43
3.98
3.87
4.20
3.84
3.66
3.62
3.73

4.09
3.88
3.80
4.00
4.10
4.15
3.99
3.55
3.82
3.55
3.47
4.00
2.92
3.34
3.70
3.60
3.51
3.63
3.31
3.84
4.21
4.08
3.80
3.62
3.57
3.68

3.64
3.46
3.44
3.65
3.38
3.54
3.55
3.50
3.36
3.45
3.13
4.20
2.88
2.76
4.05
3.30
3.26
3.16
3.05
3.54
3.49
3.92
3.42
3.39
3.50
3.37

3.82
3.79
3.36
3.71
3.62
3.69
3.70
3.50
3.52
3.55
3.47
4.00
3.24
2.98
4.10
3.37
3.41
3.43
3.44
3.54
3.62
4.06
3.67
3.53
3.74
3.59

4.05
4.00
3.68
4.18
3.90
4.00
3.98
3.00
3.82
3.95
3.33
4.13
3.18
3.48
3.40
3.62
3.54
3.58
3.53
4.08
4.02
4.42
3.89
3.83
3.54
3.78

3.32
3.58
3.20
3.35
3.74
3.65
3.58
3.45
3.38
3.40
3.40
3.73
3.06
3.50
3.75
3.37
3.39
2.96
2.92
3.55
3.47
3.70
3.66
3.43
3.54
3.37

Ngun: S liu kho st thng 11/2013.

Kt qu, tin gii quyt cng vic

4
3.9
3.8
3.7
3.6
3.5
3.4
3.3
3.2

im

BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.8. Mc hi lng v kt qu, tin gii quyt cng vic ca

tng khi c quan
3.6. Tip nhn v x l thng tin phn hi
Thang o Tip nhn v x l thng tin phn hi gm 6 yu t, cho bit
vic phn nh, kin ngh v kt qu gii quyt cng vic, hnh vi, thi ca
65

cn b, cng chc, vin chc c thun li hay khng, cc c quan nh nc c

tip thu v tr li tha ng, kp thi hay khng. y l tiu ch quan trng
nh gi vic pht huy quyn lm ch v s tham gia ca ngi dn i vi
hot ng qun l nh nc. Bng 4.14 c mt s im ng ch :
- i vi lnh vc BHXH, im trung bnh chung 3/6 yu t c nh
gi mc trung bnh, l cc yu t TT3 (nhn c kt qu phn hi kp
thi), TT4 (vic tr li phn nh, kin ngh rt r rng, tha ng) v TT5
(cc thiu st, v phm c x l, khc phc kp thi, thng bo cng khai).
BHXH Nha Trang c c 6/6 yu t c nh gi mc cha tt, BHXH tnh,
BHXH Cam Lm, Khnh S cng cn quan tm ci thin v c t 3 4 yu t
cn mc trung bnh.
- i vi cc S, im trung bnh chung u mc kh. Tuy nhin, xt
c th th S KHT c 5/6 yu t ch t im trung bnh, S Lao ng
TBXH cng c n 4 yu t cha t kt qu tt.
- Kho bc Nha Trang cng phi quan tm ci thin cc yu t TT1, TT2
(gi phn nh, kin ngh thun tin), TT5, TT6 (khng gp phin h g sau khi
phn nh, kin ngh). Tng t, chi cc thu Khnh Sn, Nha Trang, Ninh
Ha, UBND huyn Cam Lm, thnh ph Cam Ranh cng cn nhiu vic phi
lm v c 3 4 yu t t kt qu cha tt.
Trn gc tng th, cc yu t TT3, TT4, TT5 u c 11 c quan b
nh gi mc trung bnh, chng t cn c gii php khch hng c th gi
phn nh kin ngh mt cch thun tin; c quan nh nc phi tr li mt
cch r rng, tha ng; ng thi nhng thiu st, vi phm c phn nh
phi khc phc mt cch trit , cng b cng khai. Yu t TT6 c 9 c quan
b nh gi trung bnh cho thy c tnh trng khch hng gp phin h sau khi
c phn nh, kin ngh; hoc l tm l ngi dn vn cn e ngi.
Bng 4.14. Tip nhn v x l thng tin phn hi
Tip nhn v x l thng tin phn hi
TT1 TT2 TT3 TT4 TT5 TT6
3.63 3.60 3.32 3.20 3.26 3.50

C quan/t chc (N=1998)

BHXH

BHXH Cam Lm

66

BHXH Cam Ranh

BHXH Din Khnh
BHXH Khnh Sn
BHXH Khnh Vnh
BHXH Nha Trang
BHXH Ninh Ha
BHXH Vn Ninh
BHXH tnh
Tng

Cc S

S Cng Thng
S KHT
S Lao ng-TBXH
S TNMT
S T php
S Xy dng
Tng

Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Khnh Vnh
Kho bc
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
Tng

Thu

Chi cc thu Cam Lm

Chi cc Cam Ranh
Chi cc Din Khnh
Chi cc Khnh Sn
Chi cc Khnh Vnh
Chi cc Nha Trang
Chi cc Ninh Ha
Chi cc Vn Ninh
Cc thu tnh
Tng

UBND

Huyn Cam Lm
Thnh ph Cam Ranh
Huyn Din Khnh
Huyn Khnh Sn
Huyn Khnh Vnh
Thnh ph Nha Trang
Th x Ninh Ha
Huyn Vn Ninh
Tng

67

3.50
3.50
3.53
3.73
3.33
4.10
3.55
3.56
3.61
3.60
3.53
3.48
4.25
3.73
4.04
3.77
4.00
4.20
4.36
4.00
4.08
3.28
4.00
3.90
3.85
3.93
3.25
3.48
3.61
3.73
3.60
4.00
3.50
3.50
3.72
3.64
3.57
3.43
3.71
3.98
3.66
3.75
3.64
3.61
3.65

3.43
3.43
3.40
3.73
3.00
4.00
3.55
3.45
3.49
3.53
3.38
3.30
4.01
3.66
3.80
3.62
3.86
3.80
4.32
3.91
3.92
3.20
3.65
3.67
3.73
3.77
3.65
3.58
4.00
3.33
3.80
3.44
3.32
3.75
3.56
3.55
3.32
3.28
3.69
3.96
3.72
3.71
3.50
3.47
3.56

3.40
3.40
2.87
4.00
2.81
3.73
3.80
3.25
3.33
3.50
3.23
3.32
3.39
3.56
3.52
3.43
3.68
4.00
4.05
3.73
3.79
3.40
4.00
3.72
3.62
3.74
3.45
3.38
3.44
3.40
4.20
2.98
3.44
3.85
3.41
3.41
3.35
3.33
3.60
3.28
3.90
3.63
3.36
3.59
3.50

3.47
3.47
3.13
3.47
2.70
3.77
3.75
3.32
3.34
3.51
3.26
3.38
3.47
3.54
3.56
3.47
3.82
3.80
4.05
3.86
3.88
3.40
3.59
3.64
3.65
3.73
3.45
3.58
3.44
3.33
3.87
3.02
3.54
3.65
3.45
3.44
3.39
3.29
3.74
3.36
3.80
3.63
3.45
3.68
3.54

3.40
3.40
2.67
3.67
2.59
4.00
3.90
3.31
3.35
3.44
3.23
3.41
3.46
3.54
3.34
3.42
3.82
4.00
4.14
3.95
3.83
3.36
3.82
3.69
3.46
3.75
3.45
3.44
3.39
3.40
3.80
3.16
3.28
3.85
3.45
3.41
3.45
3.29
3.74
3.47
3.86
3.64
3.40
3.41
3.52

3.53
3.53
3.20
4.00
2.89
3.97
3.70
3.41
3.47
3.55
3.21
3.37
3.70
3.63
3.46
3.52
3.71
3.80
4.18
4.00
3.88
3.32
3.71
3.72
3.62
3.75
3.45
3.48
3.50
3.33
3.80
3.26
2.96
3.40
3.54
3.39
3.57
3.34
3.85
3.64
3.86
3.72
3.56
3.62
3.62

Ngun: S liu kho st thng 11/2013.

Tip nhn, x l thng tin phn hi

3.9
3.8
3.7
3.6

im

3.5
3.4
3.3
BHXH

Kho bc

Thu

UBND cp huyn

Hnh 4.9. Mc hi lng v tip nhn, x l thng tin phn hi ca tng

khi c quan
4. Nhng kh khn thng gp khi giao dch vi c quan Nh nc
nh gi chung v nhng kh khn thng gp ca p vin khi s
dng dch v hnh chnh nh nc th hin trn Hnh 4.3. ng ch l c
n 26.25% kin cho rng khng c g kh khn, trong khi c 15.5% kin
cho rng ch i mt nhiu thi gian. Th tc rm r, kh hiu hay biu mu
phc tp cng l nhng phn nn thng gp ca p vin (11.9% v 11.7%
kin tng ng). Nhng l do khc nh: iu kin n tip km, Nng lc
nhn vin km chim t l rt t (2.97% v 2.36% tng ng).

26.248%

Ch i mt nhiu thi gian

15.486%
11.876%
11.741%
9.211%
7.895%
5.398%
3.273%
3.070%
2.969%
2.362%
.472%

Biu mu phc tp
Yu cu nhng giy t khng cn thit.
Lch lm vic bt tin
iu kin n tip km
Khc
0%

5%

10%

15%

20%

25%

30%

Hnh 4.10. Nhng kh khn thng gp ca t chc/c nhn khi s dng

dch v hnh chnh cng
Ngun: S liu kho st thng 11/2013 (N=2964).

68

Da vo phn tch nhng kh khn thng gp ca p vin khi s dng

dch v hnh chnh nh nc v kt qu kho st s hi lng ca p vin nh
bn lun trn, c th khng nh:
-

Cht lng phc v ca cc c quan/t chc ca tnh ti thi im

iu tra (thng 11/2013) mc t trung bnh tr ln;

-

Cht lng phc v gia 6 thnh phn khc nhau t Tip cn

dch v; iu kin phc v, tip n; Th tc hnh chnh; S phc v ca

cn b, cng chc; Kt qu, tin gii quyt cng vic; cho n Tip
nhn v x l thng tin phn hi tuy c nhng khc bit, nhng nhn chung
kh tng ng. Khng c nhng thnh phn p vin nh gi qu cao trong
khi nhng thnh phn khc nh gi qu thp;
-

Cht lng phc v ca 41 c quan/t chc c kho st c

nh gi kh tng ng. S khc bit gia top trn v top di l ng k,

nhng khng qu ln (min=3.12 im, max= 4.13 im);
-

a phn cc p vin c hi thng khng gp nhng kh

khn qu ln khi s dng dch v hnh chnh nh nc.

4.1. i vi lnh vc BHXH
Hnh 2.10 minh ha nhng kh khn thng gp ca p vin i vi
th tc hnh chnh trong lnh vc BHXH ni chung trn a bn tnh. Trong
lnh vc ny kh khn hay gp nht ca p vin l Ch i mt nhiu thi
gian (20.69% kin). Tip theo l Th tc rm r, kh hiu (13.79%
kin), Biu mu phc tp (11.67% kin), Khng th hi thng tin t mt
nhn vin (11.14% kin), Yu cu nhng giy t khng cn thit (6.90 %
kin). Thng tin v dch v khng y (5.57 % kin). ng ch l c
n 19.10% kin cho rng khng c g kh khn. Cc phn nn lin quan n
nng lc nhn vin hay iu kin n tip mc thp, di 4%.

69

20.690%
19.098%

Khng c kh khn g
13.793%
11.671%
11.141%

Biu mu phc tp
Yu cu nhng giy t khng cn thit.

6.897%
5.570%
3.714%
3.183%
2.918%

Nng lc nhn vin km

Lch lm vic bt tin
.796%
.531%

Khc
0%

5%

10%

15%

20%

25%

Hnh 4.11: Nhng kh khn ca p vin i vi BHXH.

Ngun: S liu kho st thng 11/2013 (N=377).
Nhng kh khn thng gp ca p vin i vi BHXH huyn (Hnh
2.11) v BHXH tnh (Hnh 2.12) c bn l kh ging nhau. Cc phn nn cng
xoay quanh cc vn nh Th tc rm r, kh hiu, Biu mu phc tp,
Khng th hi thng tin t mt nhn vin, Yu cu nhng giy t khng cn
thit, Thng tin v dch v khng y .
Tuy nhin, nhn xt Ch i mt nhiu thi gian th c khc i cht.
i vi BHXH huyn c 20.03% kin cho rng Khng c kh khn g, trong
khi kin ny i vi BHXH tnh ch l 16.5%.
BHXH huyn:
22.034%
19.209%

Ch i mt nhiu thi gian

14.689%

Biu mu phc tp

11.299%
8.475%
7.345%
5.650%
5.085%
2.825%
1.695%
1.130%
.565%

Yu cu nhng giy t khng cn thit.

Thng tin v dch v khng y
iu kin n tip km
Khc
0%

5%

10%

15%

20%

Hnh 4.12: Nhng kh khn ca p vin i vi BHXH huyn.

Ngun: S liu kho st thng 11/2013 (N=177).
BHXH tnh:

70

25%

22.000%

Khng c kh khn g

16.500%
13.500%
13.000%
12.000%

Th tc rm r, kh hiu
Yu cu nhng giy t khng cn thit.

6.500%
6.000%
4.500%
3.000%
2.000%
.500%
.500%

iu kin n tip km
Nng lc nhn vin km
Chi ph dch v cao
0%

5%

10%

15%

20%

25%

Hnh 4.13: Nhng kh khn ca p vin i vi BHXH tnh

Ngun: S liu kho st thng 11/2013 (N=200).
4.2. i vi cc S
Nhng kh khn thng gp ca p vin khi s dng dch v hnh
chnh cc S ni chung ca tnh Khnh Ha c trnh by trn Hnh 2.13.
Nhng kh khn hay gp nht ca p vin khi n cc S l Ch i mt
nhiu thi gian (16.7% kin). Tip theo l Th tc rm r, kh hiu
(10.71% kin), Khng th hi thng tin t mt nhn vin (9.01% kin),
Biu mu phc tp (8.54% kin), Yu cu nhng giy t khng cn thit
(6.83 % kin), Thng tin v dch v khng y (4.04 % kin).
Gn 35% kin cho rng khng c g kh khn khi s dng dch v
hnh chnh ti cc S. y chnh l con s n tng nht (ln nht) trong tt c
cc lnh lc dch v hnh chnh cng c kho st trong nghin cu ny.
34.938%

Ch i mt nhiu thi gian

16.770%
10.714%
9.006%
8.540%
6.832%
4.037%
2.640%
2.484%
2.484%
1.398%
.155%

Khng th hi thng tin t mt nhn vin

Yu cu nhng giy t khng cn thit.
Lch lm vic bt tin
iu kin n tip km
Khc
0%

5%

10%

15%

20%

25%

30%

35%

40%

Hnh 4.14: Nhng kh khn ca p vin i vi cc S.

Ngun: S liu kho st thng 11/2013 (N=644).
Cc phn nn lin quan n nng lc nhn vin hay iu kin n tip
71

mc rt thp. Chng hn, ch c 1.40% kin cho rng nng lc nhn vin
km.
Nhng kh khn thng gp ca p vin i vi tng S: Cng thng
(Hnh 2.14), S KH-T (Hnh 2.15), S Lao ng (Hnh 2.16), S TN-MT
(Hnh 2.17), S T php (Hnh 2.18), v S Xy dng (Hnh 2.19) cng xoay
quanh cc vn nh Ch i mt nhiu thi gian, Th tc rm r, kh hiu,
Biu mu phc tp, Khng th hi thng tin t mt nhn vin, Yu cu nhng
giy t khng cn thit, Thng tin v dch v khng y . Trong kin v
Ch i mt nhiu thi gian chim t trng nhiu nht.
Nh ni trn, kin Khng c g kh khn khi p vin s dng
dch v hnh chnh ti cc S ni chung l con s rt n tng. Tuy nhin, i
vi tng S con s ny c s khc bit kh ln: S Cng thng (65.54%
kin), S KH-T (26.19% kin), S Lao ng (19.84% kin), S TN-MT
(45.05% kin), S T php (23.91% kin), v S Xy dng (30.67%
kin).
kin v nng lc nhn vin km cng l nhng con s n tng (thp
nht). Con s ny cng c s phn ha ln gia cc S. C th, S Cng
thng (3.64% kin), S KH-T (0% kin), S Lao ng (2.38% kin),
S TN-MT (0% kin), S T php (0.72% kin), v S Xy dng (1.33%
kin).
S Cng thng
Biu mu phc tp
Ch i mt nhiu thi gian
Thng tin v dch v khng y
Yu cu nhng giy t khng cn thit.
iu kin n tip km
Chi ph dch v cao

65.455%
9.091%
6.364%
4.545%
3.636%
2.727%
2.727%
1.818%
1.818%
1.818%
.000%
.000%

0%

10%

20%

30%

40%

50%

60%

70%

Hnh 4.15: Nhng kh khn ca p vin i vi S cng thng

Ngun: S liu kho st thng 11/2013 (N=110).
72

S K hoch v u t
26.190%

Ch i mt nhiu thi gian

17.857%
13.095%
11.905%
11.905%
9.524%

Khng th hi thng tin t mt nhn vin

Yu cu nhng giy t khng cn thit.
3.571%
2.381%
2.381%
1.190%
.000%
.000%

Chi ph dch v cao

iu kin n tip km
Nng lc nhn vin km

0%

5%

10%

15%

20%

25%

30%

Hnh 4.16: Nhng kh khn ca p vin i vi S KHT

S Lao ng - TBXH
19.841%
19.048%
19.048%

Khng th hi thng tin t mt nhn vin

Th tc rm r, kh hiu

10.317%
7.937%
7.143%
6.349%
3.968%
2.381%
2.381%
1.587%
.000%

Yu cu nhng giy t khng cn thit.

iu kin n tip km
Lch lm vic bt tin
Khc

0%

5%

10%

15%

20%

25%

Hnh 4.17: Nhng kh khn ca p vin i vi S Lao ng

Ngun: S liu kho st thng 11/2013 (N=126).
S Ti nguyn-Mi trng
45.045%

Ch i mt nhiu thi gian

Biu mu phc tp
Khng th hi thng tin t mt nhn vin
Lch lm vic bt tin
Chi ph dch v cao
iu kin n tip km

16.216%
14.414%
8.108%
7.207%
4.505%
2.703%
1.802%
.000%
.000%
.000%
.000%

0%

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Hnh 4.18: Nhng kh khn ca p vin i vi S TN-MT

Ngun: S liu kho st thng 11/2013 (N=111).
S T php

73

23.913%
20.290%

Ch i mt nhiu thi gian

12.319%
10.145%
8.696%
5.797%
5.797%
4.348%
4.348%
2.899%
.725%
.725%

Yu cu nhng giy t khng cn thit.

Lch lm vic bt tin
Khng th hi thng tin t mt nhn vin
Thng tin v dch v khng y
Nng lc nhn vin km
0%

5%

10%

15%

20%

25%

30%

Hnh 4.19: Nhng kh khn ca p vin i vi S T php

Ngun: S liu kho st thng 11/2013 (N=138).
S Xy dng
30.667%

Ch i mt nhiu thi gian

24.000%
13.333%

Chi ph dch v cao

Th tc rm r, kh hiu
Yu cu nhng giy t khng cn thit.
Khc
iu kin n tip km

8.000%
6.667%
6.667%
5.333%
4.000%
1.333%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.20: Nhng kh khn ca p vin i vi S Xy dng

Ngun: S liu kho st thng 11/2013 (N=75).
4.3. i vi cc Kho bc:
Nhng kh khn thng gp ca p vin i vi th tc hnh chnh
trong cc n v Kho bc ni chung trn a bn tnh c trnh by trn Hnh
2.20. Khc vi cc n v thuc BHXH hay cc S, trong lnh vc ny kh
khn hay gp nht ca p vin l Biu mu phc tp (22.62% kin). Tip
theo l Th tc rm r, kh hiu (11.61% kin), Yu cu nhng giy t
khng cn thit (10.42 % kin), Khng th hi thng tin t mt nhn vin
(8.93% kin), Thng tin v dch v khng y (8.63 % kin).
kin Ch i mt nhiu thi gian ch chim 7.74%. Cn lu l loi
kin ny rt thng gp cc n v khc. Cc phn nn lin quan n iu
kin n tip mc thp (1.49%), v nng lc nhn vin km ch chim 0.6%
74

 kin. C n 23.51% kin cho rng khng c g kh khn khi s dng dch
v hnh chnh ti cc Kho bc trn a bn tnh Khnh Ha.
Khng c kh khn g
Biu mu phc tp
Th tc rm r, kh hiu
Yu cu nhng giy t khng cn thit.
Khng th hi thng tin t mt nhn vin
Thng tin v dch v khng y
Ch i mt nhiu thi gian
Lch lm vic bt tin
Khc
iu kin n tip km
Chi ph dch v cao
Nng lc nhn vin km

23.512%
22.619%
11.607%
10.417%
8.929%
8.631%
7.738%
2.083%
1.488%
1.488%
.893%
.595%

0%

5%

10%

15%

20%

25%

Hnh 4.21. Nhng kh khn ca p vin i vi cc Kho bc

Nhng kh khn thng gp ca p vin i vi dch v hnh chnh
ca cc Kho bc Cam Lm (Hnh 2.21), Cam Ranh (Hnh 2.22), Din Khnh
(Hnh 2.23), Khnh Sn (Hnh 2.24), Khnh Vnh (Hnh 2.25), Nha Trang
(Hnh 2.26), Ninh Ha (Hnh 2.27), Vn Ninh (Hnh 2.28), v Kho bc tnh
(Hnh 2.29) xoay quanh cc vn nh Biu mu phc tp, Th tc rm r,
kh hiu, Yu cu nhng giy t khng cn thit, Khng th hi thng tin t
mt nhn vin, Thng tin v dch v khng y .
kin v Biu mu phc tp l phn nn ch yu i vi cc Kho bc.
Nhn xt ny cho tng n v nh sau: Kho bc Cam Lm (33.33% kin),
Cam Ranh (14.29% kin), Din Khnh (21.43% kin), Khnh Sn (11.43%
kin), Khnh Vnh (29.27% kin), Nha Trang (18.97% kin), Ninh Ha
(19.23% kin), Vn Ninh (21.67% kin), v Kho bc tnh (26.19% kin).
Phn nn Ch i mt nhiu thi gian ch yu hay gp cc Kho bc
Cam Ranh (28.57% kin) v Din Khnh (14.29% kin). Cc kho bc cn
li loi phn nn ny chim t trng khng ng k, c th: Kho bc Cam Lm
(7.69% kin), Khnh Sn (8.57% kin), Khnh Vnh (9.76% kin), Nha
Trang (3.45% kin), Ninh Ha (3.85% kin), Vn Ninh (6.67% kin), v
Kho bc tnh (7.14% kin).
Kho bc Cam Lm
75

33.333%

Khng c kh khn g

23.077%
15.385%

Khng th hi thng tin t mt nhn vin

10.256%
7.692%
5.128%
5.128%

Thng tin v dch v khng y

Khc

.000%
.000%
.000%
.000%
.000%

Nng lc nhn vin km

iu kin n tip km

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.22: Nhng kh khn ca p vin i vi Kho bc Cam Lm

Kho bc Cam Ranh
28.571%

Yu cu nhng giy t khng cn thit.

14.286%
14.286%
14.286%
14.286%
14.286%

Khng th hi thng tin t mt nhn vin

Th tc rm r, kh hiu
.000%
.000%
.000%
.000%
.000%
.000%

Khc
Nng lc nhn vin km
iu kin n tip km

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.23: Nhng kh khn ca p vin i vi Kho bc Cam Ranh

Ngun: S liu kho st thng 11/2013 (N=7).
Kho bc Din Khnh
Khng c kh khn g
Biu mu phc tp
Yu cu nhng giy t khng cn thit.
Ch i mt nhiu thi gian
Thng tin v dch v khng y
Khng th hi thng tin t mt nhn vin
Th tc rm r, kh hiu
Khc
Chi ph dch v cao
Nng lc nhn vin km
Lch lm vic bt tin
iu kin n tip km

28.571%
21.429%
14.286%
14.286%
10.714%
7.143%
3.571%
.000%
.000%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.24: Nhng kh khn ca p vin i vi Kho bc Din Khnh

Kho bc Khnh Sn

76

Khng c kh khn g
Yu cu nhng giy t khng cn thit.
Biu mu phc tp
Thng tin v dch v khng y
Khng th hi thng tin t mt nhn vin
Ch i mt nhiu thi gian
iu kin n tip km
Th tc rm r, kh hiu
Khc
Chi ph dch v cao
Nng lc nhn vin km
Lch lm vic bt tin

34.286%
11.429%
11.429%
8.571%
8.571%
8.571%
5.714%
5.714%
2.857%
2.857%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Hnh 4.25: Nhng kh khn ca p vin i vi Kho bc Khnh Sn

Ngun: S liu kho st thng 11/2013 (N=35).
Kho bc Khnh Vnh
29.268%

Khng th hi thng tin t mt nhn vin

24.390%
14.634%
12.195%
9.756%
7.317%

Th tc rm r, kh hiu
Yu cu nhng giy t khng cn thit.
Khc
Nng lc nhn vin km
iu kin n tip km

2.439%
.000%
.000%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.26: Nhng kh khn ca p vin i vi Kho bc Khnh Vnh

Ngun: S liu kho st thng 11/2013 (N=41).
Kho bc Nha Trang
Thng tin v dch v khng y
Biu mu phc tp
Th tc rm r, kh hiu
Khng th hi thng tin t mt nhn vin
Lch lm vic bt tin
Khng c kh khn g
Nng lc nhn vin km
Ch i mt nhiu thi gian
Yu cu nhng giy t khng cn thit.
Khc
Chi ph dch v cao
iu kin n tip km

20.690%
18.966%
18.966%
12.069%
12.069%
8.621%
3.448%
3.448%
1.724%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

Hnh 4.27: Nhng kh khn ca p vin i vi Kho bc Nha Trang.

Ngun: S liu kho st thng 11/2013 (N=58).
Kho bc Ninh Ha
77

34.615%

Biu mu phc tp

19.231%
15.385%

Yu cu nhng giy t khng cn thit.

7.692%
7.692%
7.692%
3.846%
3.846%

iu kin n tip km
Ch i mt nhiu thi gian
Khng th hi thng tin t mt nhn vin
Lch lm vic bt tin

.000%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Hnh 4.28: Nhng kh khn ca p vin i vi Kho bc Ninh Ha

Ngun: S liu kho st thng 11/2013 (N=26).
Kho bc Vn Ninh
33.333%

Biu mu phc tp

21.667%
15.000%

Th tc rm r, kh hiu
Khng th hi thng tin t mt nhn vin
Thng tin v dch v khng y
Chi ph dch v cao
Lch lm vic bt tin

10.000%
6.667%
5.000%
3.333%
3.333%
1.667%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

30%

35%

Hnh 4.29: Nhng kh khn ca p vin i vi Kho bc Vn Ninh

Ngun: S liu kho st thng 11/2013 (N=60).
Kho bc Tnh
Biu mu phc tp
Khng c kh khn g
Th tc rm r, kh hiu
Yu cu nhng giy t khng cn thit.
Thng tin v dch v khng y
Ch i mt nhiu thi gian
Khc
Chi ph dch v cao
Khng th hi thng tin t mt nhn vin
Nng lc nhn vin km
Lch lm vic bt tin
iu kin n tip km

26.190%
23.810%
16.667%
11.905%
7.143%
7.143%
4.762%
2.381%
.000%
.000%
.000%
.000%

0%

5%

10%

15%

20%

25%

Hnh 4.30: Nhng kh khn ca p vin i vi Kho bc tnh

Ngun: S liu kho st thng 11/2013 (N=42).

78

30%

4.4. i vi lnh vc Thu:

Nhng kh khn thng gp ca p vin khi s dng dch v hnh
chnh trong lnh vc Thu ni chung ca tnh Khnh Ha c trnh by trn
Hnh 2.30.
Cc phn ny hay gp nht ca p vin khi n cc n v Thu l Ch
i mt nhiu thi gian (16.67% kin). Tip theo l Th tc rm r, kh
hiu (13.37% kin), Khng th hi thng tin t mt nhn vin (12.35%
kin), Biu mu phc tp (10.49% kin), Yu cu nhng giy t khng cn
thit (9.67 % kin), Thng tin v dch v khng y (6.17 % kin).
Gn 17% kin cho rng khng c g kh khn khi s dng dch v
hnh chnh ti cc n v Thu. Tuy nhin c n 5.56% kin cho rng nng
lc nhn vin km. kin ny chim t trng cao nht so vi tt c cc lnh
lc dch v hnh chnh cng khc c kho st trong nghin cu ny.
Cc phn nn lin quan n Chi ph dch v cao hay Lch lm vic bt
tin tuy khng n mc quan ngi, nhng cng rt ng lu (xp x 3.5%
kin).
16.872%
16.667%

Ch i mt nhiu thi gian

13.374%
12.346%
10.494%
9.671%

Khng th hi thng tin t mt nhn vin

Yu cu nhng giy t khng cn thit.
6.173%
5.556%

Nng lc nhn vin km

3.498%
3.292%
1.852%

Lch lm vic bt tin

Khc

.206%

0%

2%

4%

6%

8%

10%

12% 14%

16% 18%

Hnh 4.31: Nhng kh khn ca p vin i vi lnh vc Thu

Ngun: S liu kho st thng 11/2013 (N=486).
Nhng kh khn thng gp ca p vin i vi Chi cc thu (Hnh
2.31) v Cc thu tnh (Hnh 2.32) c kh nhiu khc bit. Chng hn, kin
Khng c g kh khn i vi Chi cc thu chim n 18.6%, i vi Cc thu
Tnh con s ny ch l 11.3%. kin Khng th hi thng tin t mt nhn vin
i vi Chi cc thu ch l 10.51%, trong khi i vi Cc thu tnh l 18.26%.
79

Cc phn nn khc ch yu xoay quanh cc vn nh Th tc rm

r, kh hiu, Biu mu phc tp, Yu cu nhng giy t khng cn thit,
Thng tin v dch v khng y , Ch i mt nhiu thi gian,
ng ch nht trong lnh vc thu l kin Nng lc nhn vin km.
Con s ny i vi Chi cc thu l 7.01%, trong khi i vi Cc thu tnh ch
l 0.87%. C th thy nng lc nhn vin khc bit qu ln gia Chi cc thu
v Cc thu tnh.
Cc Chi cc thu:
18.598%
17.520%

Ch i mt nhiu thi gian

12.668%
10.512%
9.164%
8.356%
7.008%
6.199%

Khng th hi thng tin t mt nhn vin

Yu cu nhng giy t khng cn thit.
Thng tin v dch v khng y
4.043%
3.774%
1.887%
.270%

Lch lm vic bt tin

Khc
0%

2%

4%

6%

8% 10% 12% 14% 16% 18% 20%

Hnh 4.32: Nhng kh khn ca p vin i vi Chi cc thu.

Ngun: S liu kho st thng 11/2013 (N=371).
Cc thu tnh:
18.261%

Th tc rm r, kh hiu

15.652%
14.783%
13.913%
13.913%

Yu cu nhng giy t khng cn thit.

Khng c kh khn g

11.304%
6.087%

Chi ph dch v cao

iu kin n tip km
Khc

1.739%
1.739%
1.739%
.870%
.000%

0%

2%

4%

6%

8% 10% 12% 14% 16% 18% 20%

Hnh 4.33: Nhng kh khn ca p vin i vi Cc thu tnh.

Ngun: S liu kho st thng 11/2013 (N=115).
4.5. i vi UBND huyn, th x, thnh ph:
Nhng kh khn thng gp ca p vin khi s dng dch v hnh
chnh trong cc lnh vc thuc UBND cp huyn trn Hnh 2.33. Cc phn nn
hay gp nht ca p vin l Ch i mt nhiu thi gian (15.10% kin).
80

Tip theo l Th tc rm r, kh hiu (11.51% kin), Biu mu phc tp

(10.87% kin), Khng th hi thng tin t mt nhn vin (7.46% kin), Yu
cu nhng giy t khng cn thit (7.37 % kin), Thng tin v dch v khng
y (4.70 % kin). C n 28.27% kin cho rng khng c g kh khn
khi s dng dch v hnh chnh ti cc n v thuc UBND. y l mt t l
kh cao phn nh s hi lng ca p vin i vi UBND. Phn nn lin quan
n nng lc nhn vin chim t l rt thp, ch l 1.57% kin.
28.269%

Ch i mt nhiu thi gian

15.101%
11.510%
10.866%

Biu mu phc tp
7.459%
7.366%
4.696%
4.696%
4.052%
3.959%
1.565%
.460%

Yu cu nhng giy t khng cn thit.

Chi ph dch v cao
iu kin n tip km
Khc
0%

5%

10%

15%

20%

25%

30%

Hnh 4.34: Nhng kh khn ca p vin i vi UBND

Ngun: S liu kho st thng 11/2013

5. Phn tch nhng nhn t nh hng n mc hi lng

5.1. nh gi tin cy ca cc thang o bng h s Cronbachs
alpha:
Cc thang o ca m hnh nghin cu cn phi c kim tra tin cy
trc khi thc hin cc phn tch thng k suy din tip theo. C nhiu phng
php thc hin iu ny, tuy nhin phn tch h s Cronbachs alpha
nh gi tin cy ca thang o l phng php ph bin, d hiu v d s
dng c cc chuyn gia khuyn dng.
Mt thang o c cho l tt khi h s Cronbachs alpha c gi tr t 0.8
tr ln n di 1. Nu h s Cronbachs alpha c gi tr t 0.6 n gn 0.8 l
s dng c (Nguyn nh Th & Nguyn Th Mai Trang, 2007).
Trong qu trnh phn tch h s Cronbachs alpha, cc mc hi (Items)
c h s tng quan bin bin tng nh hn 0.3 s b loi (Nunnally &
81

Burnstein, 1994). Nhng mc hi b loi s khng c s dng trong phn

tch nhn t khm ph bc tip theo.
Kt qu phn tch tin cy cc thang o trong m hnh nghin cu
c trnh by trong Bng 4.15.
Bng 4.15 : Phn tch h s Cronbach alpha cho cc thang o
Bin quan st
Trung bnh
Phng sai
Tng
thang o nu thang o nu quan bin
loi bin
loi bin
bin tng
Tip cn dch v: Cronbach alphas = 0.885
TC1
24.65
18.733
0.502
TC2
24.85
17.398
0.685
TC3
24.97
17.571
0.662
TC4
24.65
17.818
0.698
TC5
24.63
18.005
0.69
TC6
24.89
18.19
0.63
TC7
24.77
17.659
0.697
TC8
24.75
17.87
0.673
iu kin n tip v phc v: Cronbachs alpha = 0.847
DK1
25.43
16.796
.578
DK2
25.43
16.625
.648
DK3
25.70
16.241
.592
DK4
25.57
16.457
.593
DK5
25.40
16.670
.614
DK6
26.06
16.490
.502
DK7
25.79
16.290
.561
DK8
25.51
16.737
.604
Th tc hnh chnh: Cronbachs alpha = 0.906
HC1
36.24
31.520
.601
HC2
36.22
31.005
.684
HC3
36.20
30.737
.676
HC4
36.44
31.133
.645
HC5
36.52
30.529
.674
HC6
36.34
30.990
.679
HC7
36.32
30.476
.692
HC8
36.56
30.632
.625
HC9
36.47
30.846
.664
HC10
36.19
31.324
.622
HC11
36.30
32.010
.575
S phc v ca CB,CC,VC: Cronbach alphas = 0.902
PV1
21.30
14.845
.575
PV2
21.24
14.051
.764
82

Alpha
nu loi
b bin
ny
0.886
0.867
0.870
0.866
0.867
0.873
0.866
0.868
.829
.822
.828
.828
.825
.840
.832
.827
.900
.896
.896
.898
.896
.896
.895
.899
.897
.899
.902
.903
.882

PV3
21.20
14.176
.747
.883
PV4
21.32
13.798
.773
.880
PV5
21.35
14.051
.738
.884
PV6
21.35
14.430
.710
.888
PV7
21.34
14.489
.674
.892
Kt qu, tin gii quyt cng vic: Cronbach alphas = 0.868
KQ1
17.61
10.601
.647
.849
KQ2
17.69
10.165
.685
.842
KQ3
18.00
9.748
.696
.841
KQ4
17.79
10.520
.669
.845
KQ5
17.61
10.927
.659
.848
KQ6
17.92
10.449
.647
.849
Tip nhn v x l thng tin phn hi: Cronbach alphas = 0.863
TT1
17.60
8.961
.540
.860
TT2
17.72
8.279
.680
.836
TT3
17.83
8.378
.677
.837
TT4
17.80
8.307
.710
.831
TT5
17.82
8.286
.683
.836
TT6
17.75
8.525
.653
.841
S hi lng i vi phc v ca c quan HC: Cronbach alphas = 0.897
HL1
18.29
9.021
.697
.883
HL2
18.15
9.025
.701
.883
HL3
18.21
8.946
.755
.874
HL4
18.28
8.763
.756
.874
HL5
18.26
8.924
.731
.878
HL6
18.30
9.185
.695
.883
5.2. Phn tch nhn t khm ph:
Phn tch nhn t khm ph (Exploration Factor Analysis- EFA) c
s dng vi vi mc ch iu chnh m hnh nghin cu xut ban u. Qu
trnh phn tch nhn t khm ph s:
- Loi cc bin c h s ti nhn t nh;
- Kim tra yu t trch c;
- Kim tra phng sai trch c;
- Kim tra gi tr phn bit ca thang o.
Trong phn tch nhn t khm ph, h s ti nhn t (Factor loading) c
gi tr >0.3 c xem l t mc ti thiu, > 0.4 c xem l quan trng, >
83

0.5 c xem l c ngha thc tin (Hair & ctg, 1998). Kim nh Bartlett
xem xt gi thuyt H0: mc tng quan gia cc bin quan st bng 0 trong
tng th. Nu kim nh ny c ngha thng k (Sig 0.05) th cc bin quan
st c tng quan vi nhau trong tng th (Nguyn nh Th & Nguyn Th
Mai Trang, 2007). H s KMO l mt ch tiu dng xem xt s thch hp
ca EFA, 0.5KMO1 th phn tch nhn t l ph hp. Phng sai trch c
phi ln hn 50% (Hair & ctg, 1998).
Kt qu phn tch EFA vi cc bin s c lp cho thy c 6 nhn t
c rt trch, vi cc thng s: H s KMO= 0.977, Bartlett's Test of
Sphericity c sig.=0.000, Tng phng sai trch bng 60.58% (Bng 4.16).
Bng 4.16: Phn tch nhn t khm ph (EFA)
Nhn t
Cc mc hi
F1
F2
F3
F4
F5
KQ1
.643
KQ2
.680
KQ3
.628
KQ4
.565
KQ5
.583
KQ6
.508
HC4
.534
HC5
.604
HC6
.507
HC9
.575
HC10
.593
PV1
.544
PV2
.699
PV3
.615
PV4
.677
PV5
.657
PV6
.616
PV7
.653
TC2
.658
TC3
.634
TC4
.670
TC5
.676
TC6
.548
TC7
.586
TC8
.572
84

F6

Tn nhn t

Quy trnh, kt
qu, tin gii
quyt cng vic

S phc v ca
CB,CC,VC

Tip cn dch v

DK1
DK2
DK4
DK5
HC1
TT1
TT2
TT3
TT4
TT5
TT6
DK3
DK6

.750
.683
.556
.659
.596

iu kin n tip
v phc v
.681
.711
.560
.570
.558
.544

Tip nhn v x
l thng tin phn
hi
.650
.600

Trang thit b
phc v dch v

Kt qu phn tch EFA vi cc bin s Hi lng cho thy c mt nhn t

c rt trch (Nhn t Hi lng), vi cc thng s: H s KMO= 0.914,
Bartlett's Test of Sphericity c sig.=0.000, Tng phng sai trch bng
66.16%. Da trn kt qu phn tch EFA, m hnh nghin cu xut ban u
c iu chnh li nh Hnh 4.35.
F1: Quy trnh, kt qu,
tin gii quyt CV

F2: S phc v ca
CB,CC,VC

F3: Tip cn dch v

F: S hi lng vi
dch v HCC

F4: iu kin n tip v

phc v

+
F5: Tip nhn v x l
thng tin phn hi

F6: Trang thit b phc

v dch v

Hnh 4.35: M hnh nghin cu iu chnh

85

5.3. Phn tch hi quy:

Kt qu phn tch hi quy tuyn tnh bi cho thy, h s xc nh iu
chnh (R2 iu chnh) = 81.5%, ngha l m hnh cho php a ra kt lun:
81.5% s thay i ca bin ph thuc (s hi lng) c gii thch bi s thay
i ca 6 bin s c lp (cc bin t F1, F2,n F6). Cc gi tr ca i
lng thng k F=1428.748 v sig.F=0.000 cho thy phng trnh hi quy ni
chung l c ngha thng k mc rt tt. Cc i lng thng k t v gi tr
Sig. tng ng ca n khng nh cc h s hi quy tng ng vi cc bin
c lp t F1, F2, n F6 u khc 0 mt cch c ngha thng k, ngoi
tr hng s (Bng 4.17).
Bng 4.17: H s hi quy.
H s cha chun
ha
Std.
B
Error
Hng s
.000
.010
F1
.464
.010
F2
.460
.010
F3
.378
.010
F4
.276
.010
F5
.357
.010
F6
.202
.010

H s
chun ha

a cng tuyn
t

Sig.

Beta
.464
.460
.379
.276
.357
.202

-.037
47.595
47.186
38.833
28.288
36.646
20.730

.971
.000
.000
.000
.000
.000
.000

Tolerance

VIF

1.000
1.000
1.000
1.000
1.000
1.000

1.000
1.000
1.000
1.000
1.000
1.000

M hnh hi quy xy dng cng c kim tra cc gi thit t ra i

vi phng php bnh phng b nht (OLS) nh: a cng tuyn (da vo h
s VIF<5), Phn phi chun ca phn d (da vo biu phn phi phn d,
biu P-P plot), T tng quan trong phn d (da vo H s DurbinWatson nm trong khong 1,5 - 2,5), Phng sai khng i ca phn d (da
vo phn tch tng quan hng Spearman gia phn d vi cc bin c lp).
Da vo Bng 4.17 c th khng nh mc nh hng dng (cng
chiu) ca cc bin c lp n bin ph thuc, ng thi mc nh hng
ca tng bin c lp ln bin ph thuc xp theo th t gim dn nh sau: F1,
F2, F3, F5, F4 v cui cng l F6. Ni cch khc, mc nh hng ln S
86

hi lng ln nht l Quy trnh, kt qu, tin gii quyt cng vic (F1),
th hai l S phc v ca CB,CC,VC (F2), th ba l Tip cn dch v (F3),
th t l Tip nhn v x l thng tin phn hi (F5), th nm l iu kin
n tip v phc v (F4), v cui cng nh hng yu nht l Trang thit b
phc v dch v (F6).
Kt qu kim nh m hnh nghin cu hiu chnh trnh by trn Hnh
4.36.

F1: Quy trnh, kt qu,

tin gii quyt CV

0.464

F2: S phc v ca
CB,CC,VC

0.460

F3: Tip cn dch v

0.378

F: S hi lng vi
dch v HCC

0.276

F4: iu kin n tip v

phc v

R2 Adj = 81.5%,
0.357

F5: Tip nhn v x l

thng tin phn hi

0.202

F6: Trang thit b phc

v dch v

Hnh 4.36: Kt qu kim nh m hnh

5.4. Phn tch ANOVA:
ANOVA (Analysis of Variance) hay cn gi l phn tch phng sai l
phng php kim nh gi thuyt v s bng nhau ca hai trung bnh hay
nhiu hn da trn i lng thng k F. Mc ch s dng phng php
ANOVA trong phn ny l nhm kim nh s khc bit v mc hi lng
gia cc nhm p vin khc nhau theo cc c im nhn khu hc nh: Gii
tnh, tui, Trnh hc vn v chuyn mn, v Ngh nghip.
87

Nh vy, ANOVA c s dng trong trng hp ny l ANOVA mt

nhn t (One-Way ANOVA) vi bin c lp (nhn t) l tng bin nhn khu
hc, cn bin ph thuc chnh l s hi lng.
Khi thc hin phn tch One-Way ANOVA cn phi lu n 3 iu
kin: i) Mu phi c phn phi chun; ii) Cc mu cn phi c lp vi nhau;
v iii) Phng sai ca cc mu phi bng nhau. Nu mt trong ba iu kin
trn khng tha, th One-Way ANOVA s khng c thc hin, thay vo
c th s dng phng php khc (c tin cy thp hn) chng hn nh kim
nh phi tham s. Kt qu phn tch ANOVA c tng hp trong Bng 4.18.
Bng 4.18: Kt qu phn tch ANOVA
STT
Nhn t
Thng k F (Sig.F)
Gii tnh
F=1.323, Sig.F=0.250
1.
2.

tui

F=1.462, Sig.F=0.223

3.

Trnh hc vn
v chuyn mn
Ngh nghip

F=2.427, Sig.F=0.046

Kt lun
Khng c s
khc bit
Khng c s
khc bit
C s khc bit

F=3.446, Sig.F=0.001

C s khc bit

4.

Nh vy, gia nam v n, gia cc nhm tui khc nhau ca p vin

u khng c s khc bit v mc hi lng khi s dng dch v HCC.
Tuy nhin, c s khc bit v mc hi lng gia cc nhm Trnh
hc vn v gia cc p vin lm nhng ngh khc nhau.
Trong cc nhm Trnh hc vn v chuyn mn th nhm Cha tt
nghip cp 3 c im s hi lng (trung bnh l 3.7) cao hn nhng nhm cn
li (im trung bnh xp x 3.6).
Trong nhm Ngh nghip, cc p vin ngh hu c mc hi lng
cao hn nhng p vin khc (im hi lng trung bnh gn 3.8). Cc p vin
l hc sinh, sinh vin c im hi lng thp nht (3.5). Cc nhm p vin lm
nhng ngh khc nh cn b vin chc, cng nhn, nng dn, c im hi
lng trung bnh t 3.6 n 3.7.
88

III. NGUYN NHN KHNG HI LNG V GP V CHT

LNG DCH V
1. Nhng nguyn nhn lm cho khch hng khng hi lng vi cht lng
dch v hnh chnh cng (Thng tin chi tit xem ph lc 2)
Tng hp cc kin gp ca khch hng i vi cc thnh phn cht
lng dch v hnh chnh cng ti Khnh Ha trn 06 kha cnh:
(1)

Tip cn dch v ca c quan

(2)

iu kin phc v, tip n ca c quan

(3)

Th tc hnh chnh

(4)

S phc v ca cn b, cng chc

(5)

Kt qu, tin gii quyt cng vic

(6)

S tip nhn v x l thng tin phn hi.

(Xem ph lc II).
C th, trong nhng l do lm cho khch hng khng hi lng vi cht
lng dch v hnh chnh cng th lnh vc BHXH huyn/thnh ph c nhiu
phn nn nht, tip n l Chi cc thu cc huyn v lnh vc t ai cp
huyn.
Kt qu, tin gii quyt cng vic
TC K HC PV KQ TT
10
9
8
7
6
3
3
4
3
5
1
2
2
1
2
2
1
3
3
2
2
2
2
1
3
5
5
5
1
3
0
1
0
0
0
0
1
3
4
1
2
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
1
0
0
0
0
0
0
0
0
0
2
2
2
2
2
2
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0

C quan/t chc (N=1978)

BHXH huyn/thnh ph
BHXH tnh
S cng thng
S KH-T
S Lao ng
Cc S
S TN-MT
S T php
S Xy dng
Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Kho bc Khnh Vnh
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
BHXH

89

Thu

UBND

Chi cc thu
Cc thu tnh
t ai huyn
t ai thnh ph
KKD huyn
KKD thnh ph
LTBXH thnh ph
LTBX huyn
T php huyn
T php thnh ph
XDGT huyn
XDGT thnh ph
Tng

10
1
5
8
0
6
0
0
1
2
0
0
57

3
0
7
0
0
2
0
0
1
3
0
0
44

2
0
5
5
0
2
0
0
1
1
0
0
43

2
0
1
1
0
1
0
0
2
2
0
0
34

2
0
7
2
0
2
0
0
2
1
0
0
21

2
0
4
2
0
1
0
0
2
0
0
0
26

2. kin ng gp ca khch hng vi cht lng dch v hnh chnh

cng (Thng tin chi tit xem ph lc 3)
C quan/t chc (N=1978)
BHXH huyn/thnh ph
BHXH
BHXH tnh
S cng thng
S KH-T
S Lao ng
Cc S
S TN-MT
S T php
S Xy dng
Kho bc Cam Lm
Kho bc Cam Ranh
Kho bc Din Khnh
Kho bc Khnh Sn
Kho bc Kho bc Khnh Vnh
Kho bc Nha Trang
Kho bc Ninh Ha
Kho bc Vn Ninh
Kho bc tnh
Chi cc thu
Thu
Cc thu tnh
t ai huyn
t ai thnh ph
KKD huyn
KKD thnh ph
UBND
LTBXH thnh ph
LTBX huyn
T php huyn

90

Kin ngh
32
10
0
18
11
08
09
01
0
03
0
03
01
11
01
03
0
22
03
17
11
12
06
07
04
08

T php thnh ph
XDGT huyn
XDGT thnh ph
Tng

91

06
0
02
209

B. NH GI MC HI LNG CA KHCH HNG I VI

S PHC V CA CC C S KHM, CHA BNH (BNH VIN
A KHOA, CHUYN KHOA)
I. M T I TNG KHO ST
Hot ng kho st c tin hnh ti 11 bnh vin trn a bn tnh
Khnh Ha. Bao gm c 08 bnh vin a khoa (Bnh vin a khoa Khnh
Ha, 07 bnh vin huyn/th) v 03 bnh vin chuyn khoa (gm Bnh vin
Lao phi, Bnh vin Da liu, v Bnh vin iu dng - Phc hi chc nng).
Bnh vin a khoa Khnh Ha c kho st 200 bnh nhn, 02 bnh
vin a khoa thnh ph (Cam Ranh v Ninh Ha) kho st 80 bnh nhn. Cn
li mi bnh vin a khoa cp huyn v bnh vin chuyn khoa c kho st
50 bnh nhn. Tng s phiu pht ra l 760 phiu, s phiu thu v l 760, s
phiu hp l l 760, tng ng 100% s phiu c kho st.
Bng 4.19: Thng k m t mu theo bnh vin a khoa/chuyn khoa
C quan/t chc (N=760)
Tn s
Phn trm
Tnh
200
26.3
Din Khnh
50
6.6
Khnh Sn
50
6.6
Khnh Vnh
50
6.6
BV
Cam Lm
50
6.6
a khoa
Cam Ranh
80
10.5
Ninh Ha
80
10.5
Vn Ninh
50
6.6
Tng:
610
80.20
Lao - phi
50
6.6
Da liu
50
6.6
BV
iu dng Phc hi
50
6.6
chuyn khoa
chc nng
Tng:
150
19.80
Ngun: S liu kho st thng 11/2013
Mt s c im nhn khu hc trong mu iu tra:
Th nht, c cu gii tnh trong mu iu tra l kh hp l. Theo
trong tng s 760 phiu a vo phn tch s lng n gii chim 54,4%. iu
ny cng phn nh thc t x hi hin nay khi n gii vn l i tng s
92

dng nhiu hn cc hot ng dch v y t (khm cha bnh, chm sc bnh

nhn)
Hai l, nhng ngi c tui t 31 n 40 c t l cao nht trong mu
nghin cu (30,80%). Trong khi t l ny cng kh cao i vi ngi c
tui sau 40. Ngoi ra, kim tra cc thng s Skewness v Kurtosis ca thnh
phn tui nghin cu thy rng cc gi tr thu c u nh hn 1. V th, c
cu tui p ng tt tnh phn phi chun ca mu nghin cu.
Ba l, mu nghin cu lin quan n trnh hc vn phn b kh ph
hp vi tng a phng. c bit, i tng tham gia phng vn tr li
kh tt cc cu hi c kh nhiu ni dung thng tin kh lin quan n cht
lng dch v y t. Thm vo , khi kim tra cc thng s Skewness v
Kurtosis ca thnh phn trnh hc vn trong mu nghin cu, cc gi tr thu
c u nh hn 1 p ng kh tt tnh phn phi chun ca mu nghin cu.
Bn l, ngh nghip ca i tng nghin cu phn b hp l (tp trung
vo i tng l cn b cng chc, cng nhn v nng dn). Tng t, bin s
tui v trnh , ngh nghip ca cc c nhn tham gia phng vn p ng
kh tt tnh phn phi chun (h s Skewness v Kurtosis) u nh hn 1.
Cui cng, tt c khch hng tham gia phng vn tng s dng dch
v khm cha bnh ti c s y t. C th, vi trn 20% s ngi tng s
dng 1 ln ti bnh vin v gn 80% s ngi c hi tr li s dng dch
v khm cha bnh ti cc c s y t nhiu hn 1 ln.
Bng 4.20: Thng k m t mu theo c im nhn khu hc
c im mu (N=760)
Tn s
Gii tnh

tui

Phn trm

Nam

343

45.1

417

54.9

Di 18 tui

142

18.7

T 18 n 30

57

7.5

T 31 n 40

231

30.4

T 41 n 55

190

25.0

93

Trnh hc vn

Trn 55 tui

140

18.4

Cha tt nghip cp 3

279

36.7

Tt nghip cp 3

197

25.9

Trung cp, cao ng

127

16.7

i hc

136

17.9

21

2.8

Cn b, vin chc

167

22.0

Hc sinh, sinh vin

65

8.6

Cng nhn

93

12.2

Nng dn

144

18.9

Lao ng ph thng

94

12.4

Kinh doanh

74

9.7

Ngh hu

51

6.7

Khc

72

9.5

169

22.2

591

77.8

Sau i hc

Ngh nghip

S ln s dng

Mt ln

dch v khm cha Nhiu hn 1 ln

bnh

Cha bao gi

Ngun: S liu kho st thng 11/2013

II. NH GI MC HI LNG CA KHCH HNG I VI
CHT LNG DCH V KHM CHA BNH
Cht lng dch v khm cha bnh s cp n kha cnh v: (1)
Tip cn dch v ti c s y t; (2) iu kin n tip v phc v ca c s y
t; (3) S phc v ca cn b y t; (4) Kt qu dch v khm cha bnh; (5)
Chi ph dch v; (6) Tip nhn v x l thng tin phn hi. Sau khi tr li cc
cu hi nh gi cht lng dch v y t, cng dn s nh gi v mc hi
lng chung ca mnh i vi cht lng dch v khm bnh ti cc bnh vin.
Mc hi lng ca cng dn c nh gi v quy i thang im theo 5
mc: (5) Rt hi lng; (4) Hi lng; (3) Bnh thng; (2) Khng hi lng; (1)
Rt khng hi lng.
94

Kt qu nghin cu c ch ra bng 4.21. Theo , nh gi v mc

hi lng chung ca dch v khm bnh ti cc c s y t trn a bn Khnh
Ha cho thy t l hi lng mc kh vi 73,27% (im bnh qun 3,7/5), cn
1,0% khch hng rt khng hi lng, 3,3% khng hi lng vi dch v y t v
21,3% cho rng dch v y t cn ang mc bnh thng.
i vi 08 bnh vin a khoa (Bnh vin a khoa Khnh Ha v 07
bnh vin huyn/th),vi 06 kha cnh ca cht lng dch v khm cha bnh
ti c s y t. Khnh Vnh v Cam Ranh l hai huyn/th c khch hng
nh gi cao v mc hi lng. Trong khi , mc hi lng ca khch
hng i vi cht lng dch v khm cha bnh ti Ninh Ha l kh thp.
Nhn chung, t l hi lng i vi dch v khm cha bnh ti cc bnh
vin chuyn khoa l kh cao khong 82% (im bnh qun 4,1/5). Bnh vin
iu dng Phc hi chc nng Khnh Ha ang l n v dn u v mc
hi lng ca khch hng i vi dch v khm cha bnh ti cc c s y t
c kho st trn a bn Khnh Ha.
Ngoi ra, s liu so sch cng cho thy gia bnh vin a khoa v
chuyn khoa cng c s khc nhau. im trung bnh chung ca bnh vin a
khoa l 3.68 v bnh vin chuyn khoa l 4.01. Mc ny tng bnh vin
ny cng khc nhau (Xem bng 4.21)
Bng 4.21: Mc hi lng i vi cc n v khm cha bnh
Bnh vin (N=760)

BV

Tnh

S hi lng vi cht lng dch v khm cha

bnh

(1)

(2)

(3)

(4)

(5)

(6)

3.61

3.57

3.67

3.58

3.56

3.26

Ghi ch:
(1) Mc hi lng i vi vic tip cn dch v ti c s y t
(2) Mc hi lng i vi iu kin n tip v phc v ti c s y t
(3) Mc hi lng i vi s phc v ca cn b y t
(4) Mc hi lng i vi kt qu dch v
(5) Mc hi lng i vi chi ph dch v
(6) Mc hi lng i vi vic tip nhn v x l thng tin phn hi

95

Ch s
hi
lng
(%)
70.53

a khoa

BV
chuyn
khoa
Tng

Din Khnh

3.82

3.64

3.76

3.60

3.92

3.44

73.10

Khnh Sn

3.36

3.40

3.48

3.20

3.36

3.34

66.78

Khnh Vnh

3.80

3.74

3.76

3.80

3.98

3.72

75.69

Cam Lm

3.70

3.78

3.52

3.38

3.88

3.38

71.02

Cam Ranh

3.70

3.76

3.78

3.73

3.66

3.75

74.73

Ninh Ha

3.50

3.31

3.14

3.30

3.31

3.14

65.38

Vn Ninh

3.40

3.54

3.42

3.54

3.40

3.56

69.90

Lao - phi

3.84

4.02

4.08

4.06

4.02

4.04

80.43

Da liu

4.14

4.22

4.38

4.16

4.00

4.02

83.12

iu dng
Phc hi chc
nng

4.26

4.30

4.50

4.30

4.16

4.48

87.02

3.70

3.70

3.73

3.66

3.69

3.56

73.27

Ngun: S liu kho st thng 11/2013

Cch tnh ch s hi lng c thc hin thng qua 2 bc:

+ Bc 1: Tnh im s hi lng trung bnh (I) cho tng lnh vc dch
v theo cng thc tnh trung bnh c trng s. Cc trng s ny c th tnh
theo 2 cch. Th nht l tnh theo mc quan trng ca tng nhn t da
vo m hnh hi quy, th hai l da vo nh gi ca chuyn gia. Trong bo
co ny s dng cch th nht, theo , trng s nhn t (1)=0.12; nhn t
(2)=0.15; nhn t (3)=0.15; nhn t (4)=0.26; nhn t (5)=0.10; nhn t
(6)=0.21.
+ Bc 2 Chuyn ch s hi lng sang phn trm theo cng thc I%=
100%*I/5. Nh vy im s hi lng bng 1 tng ng vi I%=20%, im
2 tng ng vi 40%, im 3 tng ng vi 60%, im 4 tng ng
vi 80%, v im 5 tng ng vi 100%.
Sau khi nh gi mc hi lng chung ca khch hng i vi dch v
khm cha bnh ti cc c s y t trn a bn tnh. Nghin cu tin hnh kho
st nhng kh khn gp phi ca khch hng khi s dng dch v y t da trn
mt s im kh khn trong thc t lit k t trc bao gm: (1) Trnh
chuyn mn ca bc s; (2) Trnh chuyn mn ca y t; (3) Thuc iu tr;
(4) Thuc iu tr cung cp min ph theo BHYT; (5) Cht lng khm cha
bnh; (6) Thiu quan tm ca nhn vin y t; (7) Kh khn khc; (8) Khng c
96

kh khn g. Vi vic khch hng ch ra ba trong s tm kh khn ln nht m

h tri qua khi s dng dch v khm cha bnh ti c s y t Khnh Ha,
tng s ln tr li ca khch hng trong mu nghin cu l 140, kt qu ln
lt cho thy ba kh khn ln nht l: (1) Trnh chuyn mn ca bc s
(17%); (2) Thuc iu tr (14,5%); (3) Thiu quan tm ca nhn vin y t
(12,5%) (Xem hnh 4.37)
Khc
Trnh chuyn mn ca y t
Thuc iu tr cung cp min ph
Thiu quan tm ca nhn vin y t
Thuc iu tr
Khng c vn g
Trnh chuyn mn ca bc s

3%
8%
12%
12%
15%
16%
17%

0%

5%

10%

15%

20%

Hnh 4.37: Nhng kh khn thng gp phi khi s dng dch v khm
cha bnh ti c s y t
Ngun: S liu kho st thng 11/2013 (N=1404)
i su vo phn tch cho tng bnh vin a khoa a phng v bnh
vin chuyn khoa cho thy c s khc nhau trong mc pht biu nhng kh
khn thng gp phi khi s dng dch v khm cha bnh. C th, ba kh
khn ln nht ca khch hng khi s dng dch v khm cha bnh ti bnh
vin a khoa a phng l:
- Bnh vin a khoa Khnh Ha: (1) Cht lng chun on bnh
(16,7%); (2) Thuc iu tr (16,1%); v (3) Trnh chuyn mn ca bc s
(12,1%).
- Bnh vin a khoa Din Khnh: (1) Cht lng chun on bnh
(25,2%); Thuc iu tr (25,2%); v (3) Thiu quan tm ca nhn vin y t
(11,2%).
- Bnh vin a khoa Khnh Sn: (1) Cht lng chun on bnh
(25,9%); (2) Trnh chuyn mn ca bc s (23,1%); v (3) Thiu quan tm
ca nhn vin y t (11,1%).
97

- Bnh vin a khoa Khnh Vnh: (1) Trnh chuyn mn ca bc s

(28,6%); (2) Cht lng chun on bnh (20,9%); v (3) Thiu quan tm ca
nhn vin y t (11,0%).
- Bnh vin a khoa Cam Lm: (1) Trnh chuyn mn ca y t
(20,0%); (2) Cht lng chun on bnh (19,0%); v (3) Trnh chuyn
mn ca bc s (17,0%).
- Bnh vin a khoa Cam Ranh: (1) Cht lng chun on bnh
(17,8%); (2) Trnh chuyn mn ca bc s (17,8%); v (3) Thuc iu tr
cung cp min ph theo bo him y t (14,8%).
- Bnh vin a khoa Ninh Ha: (1) Thiu quan tm ca nhn vin y t
(23,6%); (2) Trnh chuyn mn ca bc s (21,7%); (3) Cht lng chun
on bnh (17,4%).
- Bnh vin a khoa Vn Ninh: (1) Trnh chuyn mn ca bc s
(22,0%); (2) Cht lng chun on bnh (21,2%); v (3) Thuc iu tr
(16,1%).
Trong khi , t l khch hng tr li khng c vn g trong khm
cha bnh ti bnh vin chuyn khoa Khnh Ha l cao nht trong khi mt s
khch hng gp kh khn i vi ch tiu Thuc iu tr cung cp min ph
theo bo him y t. Con s 24,2% khch hng tr li cn gp kh khn trong
vn trn l iu cn c ch quan tm ca Bnh vin iu dng Phc
hi chc nng.
Bng 4.22: Nhng kh khn thng gp phi khi s dng dch v khm
cha bnh ti c s y t
a phng

Tnh
Din Khnh
Khnh Sn

kin
T l
kin
T l
kin
T l

Trnh
chuyn
Trnh
mn ca chuyn mn Thuc
bc s
ca y t
iu tr
28
42
56
8.0%
12.1%
16.1%
11
5
27
10.3%
4.7%
25.2%
10
11
25
9.3%
10.2%
23.1%

Kh khn gp phi
Thuc
Thiu
iu tr
quan
cung cp
Cht
tm ca
min ph
lng
nhn
theo bo
chun
vin
Khng c
him y t on bnh
y t
Khc vn g
36
43
9
76
58
10.3%
12.4% 2.6%
21.8%
16.7%
18
12
2
5
27
16.8%
11.2% 1.9%
4.7%
25.2%
8
12
1
13
28
7.4%
11.1%
.9%
12.0%
25.9%

98

Tng

348
107
108

 kin
T l
Cam Lm
kin
T l
Cam Ranh
kin
T l
Ninh Ha
kin
T l
Vn Ninh
kin
T l
BV Lao phi kin
T l
BV Da liu
kin
T l
BV iu
kin
dng T l
PHCN
Tng
Khnh Vinh

26
28.6%
17
17.0%
30
17.8%
35
21.7%
26
22.0%
8
12.1%
10
14.3%
4
6.1%
234

9
9.9%
20
20.0%
20
11.8%
7
4.3%
7
5.9%
1
1.5%
6
8.6%
2
3.0%
115

15
16.5%
14
14.0%
23
13.6%
18
11.2%
20
16.9%
3
4.5%
9
12.9%
9
13.6%

10
11.0%
14
14.0%
25
14.8%
11
6.8%
13
11.0%
5
7.6%
8
11.4%
16
24.2%

205

164

19
20.9%
19
19.0%
30
17.8%
28
17.4%
25
21.2%
6
9.1%
6
8.6%
6
9.1%
252

10
11.0%
6
6.0%
16
9.5%
38
23.6%
19
16.1%
6
9.1%
5
7.1%
3
4.5%

1
1.1%
2
2.0%
4
2.4%
11
6.8%
6
5.1%
0
.0%
0
.0%
2
3.0%

170

38

1
1.1%
8
8.0%
21
12.4%
13
8.1%
2
1.7%
37
56.1%
26
37.1%
24
36.4%
226

Ngun: S liu kho st thng 11/2013 (N=1404)

III. MC HI LNG TRN TNG TIU CH CHT LNG

DCH V KHM CHA BNH
Cht lng dch v khm cha bnh cp n kha cnh v: (1) Tip
cn dch v ti c s y t; (2) iu kin n tip v phc v ca c s y t; (3)
S phc v ca cn b y t; (4) Kt qu dch v khm cha bnh; (5) Chi ph
dch v; (6) Tip nhn v x l thng tin phn hi. Thang im nh gi cc
thnh phn cht lng dch v khm cha bnh ti cc c s y t trn a bn
tnh Khnh Ha c pht biu t 1 n 5, trong : (5) Hon ton khng
ng ; (4) ng ; (3) Bnh thng; (2) Khng ng ; (1) Hon ton khng
ng . Kt qu c th nh sau:
Th nht, i vi cc thnh phn thang o Tip cn dch v ti c s y
t. Bnh vin a khoa Khnh Vnh c nh gi cao nht cho thang o ny
cho khi cc bnh vin a khoa a phng vi im bnh qun l 3,82/5. Tip
n l thnh ph Cam Ranh (3,78/5). Trong khi , Khnh Sn l a phng
c im bnh qun thp nht trong ch tiu ny (3,38/5). So snh tiu thc ny
vi bnh vin chuyn khoa cho thy, trong ba bnh vin chuyn khoa c
tin hnh kho st, Bnh vin Da liu Nha Trang c khch hng nh gi
kh nng tip cn dch v ti y tt nht (4,17/5) (Xem bng 4.23).

99

91
100
169
161
118
66
70
66

1404

Bng 4.23: Cc thnh phn ca thang o Tip cn dch v ti c s y t

Bnh vin (N=760)

BV
a khoa

BV
chuyn
khoa

Tnh
Din Khnh
Khnh Sn
Khnh Vnh
Cam Lm
Cam Ranh
Ninh Ha
Vn Ninh
Lao - phi
Da liu
iu dng Phc
hi chc nng

Tng

TC1
3.56
3.92
3.16
3.74
3.68
3.74
3.50
3.40
3.80
4.14

Tip cn dch v ti c s y t
TC2
TC3
TC4
TC5
3.34
3.91
3.66
3.19
3.50
4.38
3.54
3.42
2.84
3.90
3.28
3.38
3.70
4.28
3.54
3.88
3.52
4.06
3.60
3.82
3.61
4.08
3.80
3.49
3.44
3.89
3.34
3.35
3.62
3.90
3.60
3.44
4.00
4.00
4.00
3.72
3.96
4.30
4.28
3.84

TC6
3.76
3.76
3.74
3.80
3.64
3.93
3.59
3.42
4.18
4.48

4.02

4.26

3.90

4.28

3.96

4.40

3.66

3.55

4.02

3.69

3.50

3.85

Ngun: S liu kho st thng 11/2013

Th hai, cc thnh phn thang o iu kin n tip v phc v tip
tc ghi nhn s nh gi cao ca khch hng i vi bnh vin a khoa Khnh
Vnh vi im bnh qun l 3,83/5. Trong khi, Ninh Ha l a phng c
im bnh qun thp nht trong ch tiu ny (3,19/5). i vi ba bnh vin
chuyn khoa, khch hng nh gi iu kin n tip v phc v bnh qun
kh cao (4,02/5) (Xem bng 4.24).
Bng 4.24: Cc thnh phn ca thang o iu kin n tip v phc v
Bnh vin
(N=760)
Tnh

BV
a
khoa

BV
chuyn

Din
Khnh
Khnh
Sn
Khnh
Vnh
Cam
Lm
Cam
Ranh
Ninh
Ha
Vn
Ninh
Lao phi

DK1

DK2

DK3

DK4

iu kin n tip v phc v ca c s y t

DK5 DK6 DK7 DK8 DK9 DK10 DK11

3.59

3.45

3.55

3.53

3.68

3.69

3.70

3.27

3.37

3.02

3.94

3.68

3.72

3.46

3.82

3.44

3.58

3.02

3.14

3.40

3.22

3.58

3.22

3.70

3.56

3.52

3.12

3.88

4.06

4.18

3.82

3.76

4.12

4.00

4.00

4.18

3.94

3.64

3.80

4.06

3.69

3.53

3.60

3.55

3.74

3.30

3.30

3.36

3.43

3.62

3.08

3.58

4.08

4.22

4.04

DK12

DK13

DK14

3.12

3.56

3.52

3.60

2.80

3.42

3.64

3.38

3.88

2.84

2.06

3.20

3.76

3.64

3.48

3.58

3.66

3.26

3.68

3.96

4.00

3.60

4.02

3.36

3.94

3.04

3.52

3.78

3.72

3.64

3.61

3.81

3.14

3.25

4.04

3.41

3.84

3.51

3.66

3.33

3.30

3.44

3.08

3.26

2.80

2.78

3.16

3.00

3.11

3.28

3.66

3.12

3.68

2.74

3.12

3.04

3.38

3.54

3.66

3.74

3.98

4.16

4.26

4.06

4.10

3.88

3.66

4.02

3.98

4.08

4.14

100

khoa

Da liu
iu
dng

Tng

4.10

3.96

4.12

4.08

4.20

4.24

4.30

4.02

3.72

3.34

4.02

4.12

4.10

4.24

4.16

3.78

3.88

4.00

4.24

4.24

4.28

3.78

3.48

2.94

3.80

4.24

4.42

4.50

3.73

3.61

3.71

3.60

3.77

3.74

3.80

3.34

3.40

3.10

3.38

3.71

3.65

3.71

Ngun: S liu kho st thng 11/2013.

Th ba, i vi cc thnh phn thang o S phc v ca cn b y t.
Trong khi bnh vin a khoa thnh ph Cam Ranh c khch hng nh gi
cao nht cho thang o ny 3,80/5 th Bnh vin a khoa Ninh Ha b nh gi
thp nht, im bnh qun cho tiu thc ny ca Ninh Ha (3,11/5). Ba bnh
vin chuyn khoa vn l n v dn u v s phc v ca cn b y t (4,15/5)
(Xem bng 4.25).
Bng 4.25: Cc thnh phn ca thang o S phc v ca cn b y t
Bnh vin (N=760)
Tnh
Din Khnh
Khnh Sn
Khnh Vnh
Cam Lm
Cam Ranh
Ninh Ha
Vn Ninh
Lao - phi
Da liu
iu dng Phc
hi chc nng

BV
a khoa

BV
chuyn
khoa
Tng

S phc v ca cn b y t
PV1
PV2
PV3
PV4
3.77
3.80
3.73
3.63
4.08
3.56
3.76
3.76
3.66
3.38
3.36
3.50
3.72
3.62
3.84
3.98
3.86
3.50
3.50
3.58
3.95
3.71
3.86
3.79
3.28
3.10
3.08
3.09
3.42
3.44
3.64
3.54
3.92
3.98
3.96
3.90
3.98
4.40
4.46
4.20

PV5
3.50
3.50
3.20
3.64
3.34
3.68
3.09
3.38
3.96
4.06

PV6
3.45
3.54
3.14
3.50
3.36
3.73
3.13
3.42
4.00
4.20

PV7
3.53
3.60
3.86
3.74
3.44
3.85
2.99
3.48
4.08
4.34

4.50

4.56

4.58

4.34

4.26

4.40

4.50

3.80

3.72

3.76

3.71

3.56

3.57

3.69

Ngun: S liu kho st thng 11/2013.

Th t, i vi cc thnh phn thang o Kt qu dch v. Nhn chung,
cc bnh vin a khoa trong tnh c kho st c khch hng nh gi
thnh phn ny l tng ng v mc kh (3,50/5). c bit, bnh vin
chuyn khoa iu dng v phc hi chc nng Nha Trang c khch hng
nh gi cao nht (4,27/5) (Xem bng 4.26).
Bng 4.26: Cc thnh phn ca thang o Kt qu dch v
Bnh vin (N=760)
BV

Nha Trang

KQ1
3.68

KQ2
3.52

101

Kt qu dch v
KQ3
KQ4
3.51
3.61

KQ5
3.63

KQ6
3.43

a khoa

BV
chuyn
khoa

Din Khnh
Khnh Sn
Khnh Vnh
Cam Lm
Cam Ranh
Ninh Ha
Vn Ninh
Lao - phi
Da liu
iu dng Phc
hi chc nng

Tng

3.50
3.24
3.62
3.58
3.61
3.24
3.34
3.90
4.30

3.36
3.00
3.54
3.26
3.49
3.24
3.40
3.96
4.16

3.44
3.14
3.62
3.22
3.71
3.24
3.72
4.12
4.02

3.88
3.58
3.82
3.68
3.71
3.45
3.84
3.98
4.12

3.58
3.22
3.56
3.26
3.63
3.25
3.54
4.12
4.36

3.40
3.04
3.80
4.14
3.49
3.25
3.44
3.80
3.42

4.40

4.50

4.30

4.38

4.50

3.52

3.65

3.55

3.60

3.76

3.66

3.49

Ngun: S liu kho st thng 11/2013.

Th nm, cc thnh phn thang o Chi ph dch v tip tc ghi nhn
s nh gi cao ca khch hng i vi bnh vin a khoa Khnh Vnh vi
im bnh qun l 3,87/5. Trong khi, Ninh Ha l a phng c im bnh
qun thp nht trong ch tiu ny (3,30/5). i vi ba bnh vin chuyn khoa,
khch hng nh gi iu kin n tip v phc v bnh qun cao nht l bnh
vin iu dng v phc hi chc nng (4,11/5) (Xem bng 4.27).
Bng 4.27: Cc thnh phn ca thang o Chi ph dch v
Bnh vin (N=760)

BV
a khoa

BV
chuyn
khoa
Tng

Tnh
Din Khnh
Khnh Sn
Khnh Vnh
Cam Lm
Cam Ranh
Ninh Ha
Vn Ninh
Lao - phi
Da liu
iu dng Phc
hi chc nng

CP1
3.74
4.10
3.88
4.14
3.68
3.93
3.29
3.36
3.98
4.02

Chi ph dch v
CP2
CP3
3.47
3.46
3.46
3.62
3.60
3.64
3.78
3.98
3.76
3.72
3.73
3.89
3.29
3.38
3.24
3.44
3.98
4.08
3.96
3.96

CP4
3.37
3.66
3.22
3.64
3.60
3.46
3.28
3.28
3.92
3.82

CP5
3.30
3.50
3.16
3.80
4.04
3.46
3.28
3.48
3.68
3.44

4.24

4.28

4.32

4.18

3.52

3.81

3.63

3.70

3.52

3.46

Ngun: S liu kho st thng 11/2013.

Cui cng, i vi cc thnh phn thang o Tip nhn v x l thng
tin phn hi. Bnh vin a khoa Ninh Ha c nh gi cao nht cho thang
o ny trong khi cc bnh vin a khoa a phng vi im bnh qun l
102

3,84/5. Trong khi bnh vin a khoa Khnh Ha l n v c nh gi thp

nht (3,18/5). So snh tiu thc ny vi bnh vin chuyn khoa cho thy, trong
ba bnh vin chuyn khoa c tin hnh kho st, bnh vin iu dng
Phc hi chc nng tip tc c khch hng nh gi kh nng tip nhn v
x l thng tin phn hi (4,26/5) (Xem bng 4.28).
Bng 4.28: Cc thnh phn ca thang o Tip nhn v x l thng tin
phn hi
PH1

Tip nhn v x l thng tin phn hi

PH6 PH7
PH2
PH3
PH4
PH5

PH8

Tnh

3.19

3.25

3.18

3.21

3.04

3.16

3.15

3.26

Din Khnh
Khnh Sn
Khnh Vnh
Cam Lm
Cam Ranh
Ninh Ha
Vn Ninh
Lao - phi
Da liu
iu dng Phc
hi chc nng

3.60
3.68
3.74
3.54
3.60
2.90
3.48
3.82
3.86

3.46
3.24
3.84
3.40
3.74
2.90
3.62
4.10
3.94

3.34
3.46
3.84
3.44
3.61
2.86
3.58
3.90
3.82

3.36
3.48
3.72
3.24
3.59
2.86
3.48
4.06
4.08

3.30
3.26
3.66
2.86
3.50
2.76
3.50
3.90
3.92

3.32
3.30
3.64
2.88
3.55
2.81
3.48
3.90
3.78

3.22
3.20
3.64
2.92
3.56
2.76
3.44
3.76
3.90

3.92
3.62
3.78
3.30
3.70
2.86
3.56
3.96
4.00

4.06

4.16

4.22

4.36

4.32

4.34

4.26

4.38

3.48

3.51

3.46

3.48

3.35

3.39

3.36

3.56

Bnh vin (N=760)

BV
a
khoa

BV
chuyn
khoa
Tng

Ngun: S liu kho st thng 11/2013.

IV. PHN TCH CC NHN T NH HNG N MC HI

LNG
Kt qu Cronbach alpha cho thy cc thang o u t tin cy cao.
Cc h s tng quan vi bin tng v Cronbach alpha thang o u cao.
C th l Cronbach alpha ca thang o Tip cn dch v ti c s y t l
0.810; thang o iu kin n tip v phc v ti c s y t l 0.915; thang o
S phc v ca cn b y t l 0.918; thang o Kt qu dch v l 0.864; thang
o Chi ph dch v l 0.813; thang o Tip nhn v x l thng tin phn hi l
0.863; v thang o S hi lng i vi cht lng dch v ti c s y t l
0.896. V vy, tt c cc bin quan st s c s dng trong phn tch nhn t
khm ph (EFA) tip theo (Xem bng 4.29).

103

Bng 4.29: Phn tch h s Cronbach alpha cho cc thang o

Bin quan st

Trung bnh
Phng sai
Tng quan
thang o nu
thang o nu
bin bin
loi bin
loi bin
tng
Tip cn dch v ti c s y t: Cronbach alphas = 0.810
TC1
18.61
11.501
0.563
TC2
18.72
10.677
0.645
TC3
18.25
12.548
0.394
TC4
18.58
10.505
0.667
TC5
18.78
11.431
0.507
TC6
18.43
10.701
0.650
iu kin n tip v phc v ti c s y t: Cronbachs alpha = 0.915
DK1
46.53
72.199
0.662
DK2
46.65
71.011
0.680
DK3
46.55
72.699
0.633
DK4
46.66
72.320
0.672
DK5
46.49
73.168
0.578
DK6
46.52
70.382
0.710
DK7
46.46
72.729
0.644
DK8
46.92
69.761
0.692
DK9
46.86
72.261
0.613
DK10
47.16
74.209
0.395
DK11
46.88
70.235
0.662
DK12
46.55
72.744
0.623
DK13
46.60
71.440
0.646
DK14
46.55
71.140
0.656
S phc v ca cn b y t: Cronbachs alpha = 0.918
PV1
22.01
21.324
0.676
PV2
22.09
19.835
0.806
PV3
22.05
20.017
0.784
PV4
22.10
20.616
0.759
PV5
22.24
20.699
0.751
PV6
22.23
20.669
0.733
PV7
22.12
20.183
0.724
Kt qu dch v: Cronbach alphas = 0.864
KQ1
18.07
12.025
0.694
KQ2
18.17
11.565
0.730
KQ3
18.12
11.628
0.714
KQ4
17.96
11.807
0.673
KQ5
18.06
11.132
0.756
KQ6
18.23
13.010
0.415
KQ7
18.07
12.025
0.694
Chi ph dch v: Cronbach alphas = 0.813
CP1
14.32
7.879
0.581
CP2
14.49
7.353
0.670
CP3
14.43
7.498
0.659
CP4
14.60
7.850
0.615

104

Alpha nu
loi b
bin ny
0.783
0.764
0.816
0.758
0.795
0.762
0.908
0.907
0.909
0.908
0.911
0.906
0.909
0.907
0.910
0.919
0.908
0.909
0.909
0.908
0.913
0.900
0.902
0.905
0.906
0.907
0.909
0.836
0.829
0.832
0.839
0.823
0.885
0.836
0.782
0.755
0.759
0.773

CP5
14.66
8.258
0.485
0.810
Tip nhn v x l thng tin phn hi: Cronbach alphas = 0.863
TT1
24.44
25.218
0.611
0.917
TT2
24.42
24.054
0.695
0.911
TT3
24.47
24.054
0.729
0.908
TT4
24.44
23.961
0.754
0.906
TT5
24.58
23.301
0.787
0.903
TT6
24.54
23.861
0.778
0.904
TT7
24.57
23.813
0.752
0.906
TT8
24.36
24.160
0.734
0.908
S hi lng i vi cht lng dch v ti c s y t: Cronbach alphas = 0.896
HL1
18.3258
12.412
0.696
0.881
HL2
18.3324
11.647
0.752
0.872
HL3
18.3031
11.479
0.774
0.869
HL4
18.3712
11.964
0.729
0.876
HL5
18.3391
12.355
0.671
0.885
HL6
18.4686
12.169
0.694
0.881

Kt qu phn tch EFA vi cc bin s c lp cho thy c 6 nhn t

c rt trch, vi cc thng s: H s KMO = 0.971, Bartlett's Test of
Sphericity c sig.= 0.000, Tng phng sai trch bng 61.98%. Nh vy, cc
ch s trong phn tch nhn t khm ph (EFA) t yu cu.
Sau khi phn tch EFA, thang o cht lng dch v y t sau khi nh
gi s b bao gm 6 thnh phn v 35 bin quan st. Thnh phn tip nhn v
x l thng tin phn hi o lng bng tm bin quan st; thnh phn kt qu
dch v o lng bng nm bin quan st; thnh phn iu kin n tip v
phc v ca cn b y t o lng bng tm bin quan st; thnh phn dch v
h tr v chi ph o lng bng nm bin quan st; thnh phn tip cn dch v
o lng bng nm bin quan st; v thnh phn chi ph dch v o lng bng
ba bin quan st (Xem bng 4.30).
ng thi, kt qu phn tch EFA vi cc bin s Hi lng cho thy c
mt nhn t c rt trch (Nhn t hi lng), vi cc thng s: H s KMO =
0.901, Bartlett's Test of Sphericity c sig.= 0.000, Tng phng sai trch bng
65.78%.
Bng 4.30: Phn tch nhn t khm ph (EFA)
Cc mc hi
PH1

F1
0.584

F2

F3

105

F4

F5

F6

Tn nhn t
Tip nhn v x

PH2
PH3
PH4
PH5
PH6
PH7
PH8
KQ1
KQ2
KQ3
KQ4
KQ5
DK5
DK6
DK7
DK14
PV1
PV2
PV3
PV4
DK8
DK9
DK10
KQ6
CP5
TC1
TC2
TC3
TC4
TC5
TC6
CP1
CP2
CP3

l thng tin phn

hi

0.669
0.792
0.836
0.854
0.819
0.797
0.756
0.589
0.867
0.832
0.754
0.841

Kt qu
dch v
iu kin n tip
v s phc v ca
cn b y t

0.730
0.736
0.681
0.577
0.718
0.596
0.486
0.488

Dch v h tr v
chi ph

0.551
0.788
0.579
0.738
0.674

Tip cn
dch v

0.635
0.745
0.688
0.624
0.713
0.562
0.730
0.629
0.583

Chi ph dch v

Phn tch hi quy

Kt qu phn tch hi quy bi bng 4.31 ch ra ph hp ca m
hnh hi quy vi tp d liu (R2 iu chnh= 86.0%, H s Durbin-Watson
=1.749, F=768.032, sig.F=0.000). H s hi quy th hin mc nh hng
dng ca cc thnh phn khc nhau ca cht lng dch v khm cha bnh
ln s hi lng ca khch hng i vi dch v khm cha bnh ti cc c s y
t c iu tra trn a bn tnh Khnh Ha. Theo , thnh phn kt qu
dch v khm cha bnh c tc ng ln nht n khch hng (= 0.301),
trong khi thnh phn chi ph dch v khm cha bnh c nh hng nh nht
106

(=0.110). Cc h s dung sai v VIF u nm trong tiu chun cho php

chng t s a cng tuyn ca cc bin l rt thp.
Bng 4.31: H s hi quy

Hng s
F1
F2
F3
F4
F5
F6

H s cha chun ha H s chun ha

B
Std. Error
Beta
.000
.014
.246
.020
.246
.302
.021
.301
.181
.022
.180
.145
.017
.145
.200
.020
.200
.110
.016
.110

Sig.

.024
12.387
14.478
8.282
8.763
9.917
6.738

.981
.000
.000
.000
.000
.000
.000

a cng tuyn
Tolerance
VIF
.475
.431
.394
.682
.460
.704

Tip nhn v x l
thng tin phn hi
(1 = 0.246)

Kt qu dch v
(2 = 0.301)

S hi lng vi dch
v khm cha bnh
(R2 iu chnh=
86.0%, H s DurbinWatson=1.749,
F=768.032,
sig.F=0.000)

iu kin n
tip, phc v
(3 = 0.180)

Dch v h tr v
chi ph
(4= 0.180)

Tip cn dch v
(5 = 0.145)

Chi ph dch v
(6 = 0.110)

Hnh 4.38 M hnh kt qu

107

2.106
2.318
2.540
1.467
2.174
1.420

Phn tch ANOVA

S dng phng php phn tch ANOVA mt nhn t (One-Way
ANOVA) vi bin c lp (nhn t) l tng bin nhn khu hc, cn bin ph
thuc chnh l s hi lng. Kt qu thu c bng 4.32 nh sau:
Th nht, gii tnh v tui khng c s khc bit v mc hi lng
khi s dng dch v s nghip cng.
Th hai, c s khc bit c ngha thng k v mc hi lng gia
cc nhm Trnh hc vn v chuyn mn v Ngh nghip. C th, trong
cc nhm Trnh hc vn v chuyn mn nhng ngi Cha tt nghip
cp 3 c im s hi lng (trung bnh l 3.80) cao hn nhng nhm cn li
(im trung bnh xp x 3.65). Trong khi , trong nhm Ngh nghip, th
ngi khch hng Ngh hu c im s hi lng (trung bnh l 3.9) cao
hn nhng nhm cn li (im trung bnh xp x 3.67).
Bng 4.32: Kt qu phn tch ANOVA
STT
Nhn t
Thng k F (Sig.F)

Kt lun

1.

Gii tnh

F=1.226, Sig.F=0.213

Khng c s khc bit

2.

tui

F=0.881, Sig.F=0.625

Khng c s khc bit

Trnh hc vn
v chuyn mn
Ngh nghip

F=5.789, Sig.F=0.000

C s khc bit

F=2.541, Sig.F=0.000

C s khc bit

3.
4.

V. NGUYN NHN KHCH HNG CHA HI LNG V CC GP

V CHT LNG DCH V
1. Nhng nguyn nhn lm cho khch hng khng hi lng vi cht lng
dch v khm cha bnh ti cc c s y t (Thng tin chi tit xin xem ph
lc 2)
Tng hp cc kin gp ca khnh hng i vi cc thnh phn cht
lng dch v khm cha bnh ti cc c s y t Khnh Ha: (1) Tip cn
dch v ti c s y t; (2) iu kin n tip v phc v ca c s y t; (3) S
phc v ca cn b y t; (4) Kt qu dch v khm cha bnh; (5) Chi ph dch
108

v; (6) Tip nhn v x l thng tin phn hi ch ra s khc nhau gia cc a

phng v mc gp (Xin xem ph lc II). C th, trong nhng l do lm
cho khch hng khng hi lng vi cht lng dch v khm cha bnh th
Khnh Sn l a phng c nhiu phn nn nht (Bnh qun 1.52 phn nn/
khch hng), tip theo l Vn Ninh (0.80), Cam Ranh (0.575) v Nha Trang (0.
345). c bit, c 02 bnh vin chuyn khoa (Lao phi v Da liu) khng c
kin nu ln l do khng hi lng ca khch hng. iu ny khng nh mt
ln na tnh ph hp ca cc thng tin nghin cu c ch ra trn.
Bng 4.33: Tng hp nguyn nhn lm cho khch hng khng hi lng
Bnh vin (N=760)

BV
a khoa

BV
chuyn
khoa
Tng

Tnh (200)
Din Khnh (50)
Khnh Sn (50)
Khnh Vnh (50)
Cam Lm (50)
Cam Ranh (80)
Ninh Ha (80)
Vn Ninh (50)
Lao - phi (50)
Da liu (50)
iu dng Phc
hi chc nng (50)

Nguyn nhn lm cho khch hng khng hi lng

TC DK
PV
KQ
CP
PH
8
19
14
10
11
7
3
3
4
2
1
2
19
21
13
15
4
4
0
5
2
2
1
0
2
1
0
1
0
0
10
11
9
9
3
4
5
2
2
1
1
1
8
7
9
4
7
5
0
0
0
0
0
0
0
0
0
0
0
0
0
55

1
70

0
53

2
46

1
27

1
24

Ngun: S liu kho st thng 11/2013.

2. kin ng gp ca khch hng vi cht lng dch v khm cha

bnh ti cc c s y t (Thng tin chi tit xin xem ph lc 3)
Bn cnh nhng n lc c gng ca cc c s khm cha bnh trn ton
tnh cng cn c s h tr ca UBND tnh v cc c s ban ngnh tm ra
nhng gii php ph hp nhm khng ngng nng cao cht lng dch v
khm cha bnh p ng ngy cng cao nhu cu ca khch hng. Thnh ph
Nha Trang, huyn Khnh Sn, Khnh Vnh v thnh ph Cam Ranh l nhng
a phng c nhiu kin ng gp ca khch hng v cc gii php nng
cao cht lng dch v khm cha bnh ti cc c c y t (Xin xem bng
4.34).
ng thi, kt qu iu tra cng cho thy c rt nhiu kin khuyn
109

Tng
69
15
76
10
4
46
12
40
0
0
5
277

ngh c a ra v c th phn thnh nhiu ni dung khuyn ngh lin quan

n cc thnh phn khc nhau ca cht lng dch v khm cha bnh nh: (1)
Tip cn dch v ti c s y t; (2) iu kin n tip v phc v ca c s y
t; (3) S phc v ca cn b y t; (4) Kt qu dch v khm cha bnh; (5)
Chi ph dch v; (6) Tip nhn v x l thng tin phn hi.
Di y l mt s thng tin khuyn ngh ca khch hng cn c lu :
-

Cc cp qun l cn c bin php c th nhm nng cao cht

lng khm cha bnh, thi phc v cn tt hn, th tc n gin hn;

-

Cc cp qun l qun trit nhn vin v cng tc phc v, chm

sc bnh nhn. Thng xuyn t chc tp hun nhn vin nng cao trnh
chuyn mn khm v iu tr tt hn;
-

Chn chnh thi ca 1 b phn nhn vin y t (thi hch dch);

Minh bch thng tin v gi thuc bn.

Bi tr t nn quan liu coi thng bnh nhn, dng phong b thu

ht s quan tm ca bc s;

Nng cao trnh ca nhn vin y t;

Phng bnh phi c sch s, v sinh;

Cn c chnh sch linh hot gii quyt cc trng hp cp bch;

M ring mt knh thng tin gii p thc mc;

Cn c c s my mc khm bnh hin i hn;

Ci thin tnh hnh v sinh khu khm bnh, khu iu tr ni tr;

Cn hp tc tt hn na gia cc b phn trong cng tc chn on

cp cu;

Nn phc v tn tnh, khng phn bit i tng;

Nn sp xp bnh nhn theo bnh chung ging;

Tuyn truyn nng cao y c v trch nhim ca cc y- bc s;

M thm dch v chm sc bnh nhn theo yu cu ca bnh nhn

sc khe ca bnh nhn tt hn;

Nng cao k nng ca bc s bnh vin;

Cn m bo an ton, an ninh bnh vin;

110

Minh bch thng tin v gi thuc bn;

Gim thi gian ch i, sp xp lch khm hp l;

Cn thng tin v tnh trng ca bnh nhn v cho nhiu li khuyn

hn trong sinh hot hng ngy ngi bnh c cch chm sc sc
khe tt hn;

Nhit tnh v nim n i vi bnh nhn;

Th tc bo him lm nhanh v tin cho bnh nhn;

Nng cp c s vt cht phng khm bnh, b tr phng khm thong

mt hn;

Lun cu tin trong chuyn mn. Coi bnh nhn nh ngi trong gia
nh;

Nng cao hn na cht lng khm cha bnh theo danh mc

BHYT.

Bng 4.34 Tng hp cc kin gp nng cao cht lng khm cha
bnh ti bnh vin
Tng
Bnh vin (N=760)

BV
a khoa

BV chuyn
khoa
Tng

Nha Trang (200)

Din Khnh (50)
Khnh Sn (50)
Khnh Vnh (50)
Cam Lm (50)
Cam Ranh (80)
Ninh Ha (80)
Vn Ninh (50)
Lao - phi (50)
Da liu (50)
iu dng Phc hi chc nng (50)

29
9
16
20
4
20
9
10
6
3
4
130
Ngun: S liu kho st thng 11/2013.

111

PHN V

MT S KIN NGH NHM NNG CAO

S HI LNG CA T CHC V C NHN
I VI S PHC V CA CC C QUAN HNH CHNH
NH NC V CC C S Y T
Da trn c s phn tch cc s liu thu thp c v tng hp cc
kin ng gp ca khch hng, nhng gi chnh sch nhm nng cao hiu
qu cung ng dch v cng ca cc c quan hnh chnh nh nc v c s y t
trn a bn tnh Khnh Ha trong thi gian ti nh sau:
1. Kin ngh i vi cc c quan hnh chnh cng
ci thin cht lng dch v hnh chnh cng v nng cao mc
hi lng ca cng dn i vi dch v hnh chnh cng trn a bn tnh Khnh
Ha, cc n v cung cp dch v cn phi khc phc nhng hn ch sau:

i vi i ng cng chc, vin chc:

Nng cao thc ca cn b tip dn (tip n lch s, nhit tnh, chu

o hn, c s hng dn r rng, trnh i li nhiu ln ca khch
hng);

Cn nm chc cc ch trng chnh sch v php lut ca nh nc

cung cp dch v tt hn cho khch hng (gii thch v tr li tha ng
cc thc mc ca khch hng s dng dch v);

Gii quyt nhanh chng, chnh xc, hiu qu cc th tc, h s cho

khch hng;

C quan hnh chnh nh nc phi ch trng o to bi dng cho CBCC

nng cao trnh chuyn mn nghip v theo chun ca ngnh; c c ch thu
ht nhn lc trnh cao thng qua thi tuyn cng chc v chnh sch i ng
tha ng.

i vi c s vt cht v thit b h tr:

Tng cng s lng v nng cao cht lng mt s phng, trang thit
b h tr cho vic nng cao cht lng dch v hnh chnh cng;

112

n gin ha cc biu mu, cc th tc hnh chnh ngi dn d

dng thc hin;

Trin khai p dng CNTT rng khp ngi n giao dch tm hiu
cc thng tin c lin quan n h s ca mnh;

Cc thng t, ngh nh, vn bn v cc biu mu mi cn gi bng mail

cung cp kp thi cho cc doanh nghip cp nht thng tin;

i vi th tc, chnh sch:

Hng nm khi thay i thng tin/biu mu th phi gi thng bo kp

thi cho cc c quan/ khch hng trnh phi lm sai, sa cha nhiu
ln lng ph.

Cn c thng bo r rng nhng trang websites hoc ti liu khi thay i

khi cn cc c quan c th t tm kim kh mt thi gian hi cn b.

Cn y mnh ci cch th tc hnh chnh theo c ch 1 ca nhn

dn thun tin hn trong gii quyt hnh chnh.

2. Kin ngh i vi lnh vc khm cha bnh

i vi i ng bc s, nhn vin y t:

V s lng: cn tng cng s lng ngun nhn lc v cc bnh vin

(nht l bnh vin a khoa tuyn huyn) p ng nhu cu khm cha
bnh ngy cng ln ca nhn dn. Bn cnh , cc bnh vin cn ch
ng xy dng v thc hin cc gii php ph hp vi tnh hnh thc
tin nhm thu ht v gi chn nhn lc c chuyn mn tt.

V cht lng: S y t cn c bin php c th nhm nng cao thi

phc v ca i ng bc s, nhn vin y t ti cc bnh vin. ng thi
kp thi chn chnh mt s cn b, nhn vin y t c thi quan liu,
coi thng bnh nhn. Cn thng xuyn t chc tp hun cho bc s,
nhn vin y t nhm nng cao trnh chuyn mn v k nng ngh
nghip khm v iu tr tt hn;

i vi c s vt cht ti cc bnh vin:

Cn u t mt s my mc/thit b y t hin i gip khm cha bnh

ti bnh vin cc tuyn;
113

Cn c gii php nng cp c s vt cht phng khm bnh, b tr

phng khm/ iu tr bnh thong mt, v sinh sch s;

i vi vic qun l cc chnh sch ti bnh vin:

Cn minh bch hn na thng tin v gi thuc bn ti cc tuyn bnh

vin.

C chnh sch bi tr t nn quan liu, coi thng bnh nhn, x l

nghim nhng trng hp b bnh nhn phn nh ti cc tuyn bnh
vin trong tnh.

Cc knh thng tin gii p thc mc v t vn cn hot ng thng

xuyn, c hiu qu;

C chnh sch phc v tn tnh, khng phn bit i tng khm cha
bnh;

Cn m bo an ton, an ninh bnh vin;

C chnh sch nng cao hn na cht lng khm cha bnh theo
danh mc BHYT.

3. xut mt s gii php chung

Mc hi lng ca t chc, c nhn phn nh s tha mn ca h i
vi dch v m h th hng. Ngoi cc yu t c khch quan, lin quan n
thuc tnh ca tng nhm khch hng th cht lng dch v c cung cp l
yu t u vo quan trng nht, quyt nh s hi lng. Trong t kho st ln
ny, c 06 tiu ch c kho st phn tch, nh gi cht lng phc v
ca cc c quan, n v v mc hi lng ca khch hng th hng dch v.
T kt qu kho st, nh gi, nhm nghin cu xut mt s gii php sau:
Th nht, Chng trnh tng th CCHC nh nc giai on 2011
2020 ca Chnh ph xc nh nng cao cht lng dch v hnh
chnh v cht lng dch v [s nghip] cng l mt trong ba trng tm
ca 10 nm thc hin ci cch hnh chnh. Thc o c th cht lng
dch v l n nm 2020, s hi lng ca t chc, c nhn t trn 80%
i vi c hai lnh vc hnh chnh v s nghip (trng tm l s nghip
y t v s nghip gio dc o to). y l quyt tm chnh tr, l cam
114

kt c th ca ng v Nh nc ta v xy dng mt nh nc php
quyn x hi ch ngha ca dn, do dn v v dn, xy dng v hon
thin mt nn hnh chnh dn ch, v nhn dn m phc v, ly s hi
lng ca nhn dn lm thc o ch yu v cht lng phc v ca nn
hnh chnh.
Do vy, cn thng nht v mt nhn thc trong ton b h thng chnh
tr t cp tnh n cp c s, i n thng nht hnh ng. Phi bo m cc
chng trnh, k hoch CCHC u phi bm st trng tm ny, t c th
ha thnh cc yu cu, nhim v trn 06 lnh vc ci cch c bn, xuyn sut
qua cc giai on thc hin. Theo , cng tc thng tin, tuyn truyn phi
c u tin ng mc, thng xuyn, lin tc, ng b, hiu qu.
Th hai, phi bo m s tham gia ca nhn dn, cc on th, t chc
x hi i vi qu trnh xy dng nn hnh chnh ni chung v qu trnh
ci cch hnh chnh ni ring. y l yu cu rt quan trng, khng ch
lm cho qu trnh ci cch hnh chnh ton din, st vi yu cu thc
tin ca kinh t - x hi m cn thu hp s khc bit gia nhu cu,
nguyn vng ca ngi dn vi ch, ch trng, bin php ca Nh
nc, pht huy quyn lm ch ca nhn dn trn thc t, gp phn nng
cao s hi lng ca t chc, c nhn. Nhn dn c quyn, trch nhim,
c iu kin thun li gp , kin ngh, phn nh v phn bin cc
vn chnh sch, c ch qun l, cht lng cng v, dch v; cc
kin y phi c tip thu, thc hin hoc gii trnh r rng, minh bch
cc cp, cc c quan, n v c lin quan. Ch s PAPI nm 2012 cho
thy ch tiu s tham gia ca ngi dn c s t rt thp, ch s PCI
2012 ca Khnh Ha xp th 24, tng 10 bc s vi nm trc nhng
vn cn thp so vi tim nng ca tnh.
Th ba, thay i mnh m t duy v cch thc tip cn v s phc v
ca c quan hnh chnh v n v s nghip cng lp trong bi cnh xy
dng nn kinh t th trng nh hng x hi ch ngha v hi nhp
quc t. Cc c quan hnh chnh nh nc v n v s nghip cng lp
115

phi thc s xem t chc, c nhn s dng dch v l khch hng ca

mnh.
T kt qu nghin cu, cn thc hin ngay cc bin php trng tm sau y:
- V tip cn dch v: cc c quan, n v ch ng cung cp thng tin v cc
dch v do mnh cung cp v cc iu kin, cch thc tip cn dch v; ch
ng nm bt nhu cu ca ngi dn cung cp thng tin y , kp thi;
thay v ch n khi ngi dn c yu cu mi phc v (tm gi l marketting
i vi dch v hnh chnh v dch v s nghip cng marketting nh
nc). a dng ha hnh thc cung cp thng tin, ch trng tng tc trc
tip, thng xuyn, cp nht ng lc, ng i tng, ng nhu cu, gii p
tha ng, kp thi cc thc mc. i vi cc n v s nghip, y l vn
quan trng, trong iu kin y mnh x hi ha, c s tham gia cung cp dch
v ngy cng mnh m ca cc t chc, c nhn ngoi nh nc.
Cng b cng khai, rng ri v hng dn c th cch thc tip cn, s
dng cc dch v trc tuyn qua mng internet, qua h thng tin hc vin
thng, truyn thng a phng tin.
- Ci cch mnh m quy trnh th tc hnh chnh, quy trnh cung cp dch v
(khm cha bnh); cng khai ha ton b thng tin bng nhiu hnh thc thch
hp, a dng; y mnh thc hin m hnh mt ca, mt ca lin thng theo
hng hin i; kt ni h thng trc tuyn gia cc c quan, cc cp hnh
chnh (n c cc c quan, n v trc thuc); kt ni lin thng c s d liu;
thng nht quy trnh phi hp tip nhn, x l cng vic, cung cp dch v
gia cc khi, cc tuyn (nh i vi lnh vc y t).
- Ci thin thi , trch nhim phc v, tng cng k lut, k cng; chn
chnh, x l ngay cc trng hp vi phm quy tc ng x, o c ngh
nghip, nhng nhiu, cng khai kt qu x l; c gii php tng bc nng
cao cht lng i ng cng chc, vin chc, thu ht ngi c ti nng, nhn
lc cht lng cao tng cng hiu qu.
- Quy nh thng nht v thc hin nghim c ch tip nhn, x l, tr li cc
phn nh, kin ngh ca ngi dn, t chc v doanh nghip i vi s phc
v ca c quan hnh chnh v n v s nghip, xem y l knh quan trng
116

gip cc c quan, n v kp thi pht hin nhng thiu st, khim khuyt,
nhng vn cn u tin, t khng ngng ci thin cht lng dch v.
- Xy dng k hoch nng cp cc iu kin tip n v phc v theo l trnh
ph hp vi kh nng ngn sch a phng, to mi trng giao tip vn
minh, hin i, chuyn nghip, dn ch.
Cui cng, t mc tiu ra v bo m cho cc gii php nu trn
c thc hin ng b, kin ngh UBND tnh ch o chnh thc thc
hin vic kho st, nh gi mc hi lng ca t chc, c nhn i
vi s phc v ca c quan hnh chnh v n v s nghip cng lp
nh k hng nm t nm 2014, m rng phm vi nh gi, p dng cho
cc c quan, n v t cp tnh n cp c s. Ly mc hi lng ca
khch hng lm tiu ch quan trng xp hng kt qu CCHC, bnh xt
thi ua - khen thng, nh gi cn b lnh o hng nm.

117

KT LUN
Chng trnh k hoch kho st v mc hi lng ca t chc v
ngi dn v dch v cng, c thc hin ln u tin vi qui m ln trn
a bn tnh Khnh Ha. Tn hiu vui l khch hng (t chc v c nhn) nh
gi kh tt v s phc v ca cc c quan HCNN v cc c s y t Tnh. Kt
qu nghin cu ch ra cc nhn t nh hng n s hi lng i vi s
phc v ca cc c quan HCNN theo mc th nht l Quy trnh, kt qu,
tin gii quyt cng vic, th hai l S phc v ca CB,CC,VC, th ba l
Tip cn dch v, th t l Tip nhn v x l thng tin phn hi, th nm l
iu kin n tip v phc v, v cui cng nh hng yu nht l Trang
thit b phc v dch v. i vi cc c s y t, nghin cu cho thy cc nhn
t c nh hng n s hi lng ca khch hng theo th t t cao xung thp
l Kt qu dch v khm cha bnh; Tip cn dch v ti c s y t; S phc
v ca cn b y t; iu kin n tip v phc v ca c s y t; Tip nhn
v x l thng tin phn hi; Chi ph dch v. ng thi nghin cu cng
tng hp cc kin khng hi lng v nguyn nhn dn n khng hi lng
cng nh nhng gp ca khch hng i vi cc thnh phn cht lng dch
v khm cha bnh ti cc c quan HCNN v c s y t Khnh Ha. T
xut mt s gii php nhm cao nng mc hi lng ca t chc v c
nhn nh : vic ban hnh cc chun mc dnh cho cn b cng chc, vic b
tr cn b c nng lc ph hp, trang b c s vt cht v y mnh ci cch
th tc hnh chnh theo c ch 1 ca...
Kt qu kho st khi s nghip cng nu trn ch mi dng li th
im cho cc c s cng lp ngnh Y t. c th hnh thnh mt h thng
thng tin qun l phc v hiu qu cho cng tc ci cch hnh chnh, cn m
rng phm vi nghin cu trn cc lnh vc dch v cng khc nhau, ng thi
thc hin kho st v cng b ch s hi lng hng nm cho tng khi c quan
HCNN v n v s nghip cng lp.

118

TI LIU THAM KHO

1. Ting Vit
[1] Nguyn Ngc Bch (2012). Hon thin php lut v dch v cng trong
lnh vc hnh chnh Vit Nam hin nay. Lun n Tin s Lut hc. Trng
i hc Lut H Ni.
[2] L Dn (2011), Phng n nh gi s hi lngv dch v hnh chnh
cng ca cng dn v tchc, tp ch khoa hc v cng ngh i hc Nng
s 3 (44) 2011, trang 163 168.
[3] ng c m (2005). Mt s vn v i mi qun l dch v cng
Vit Nam. Trung tm thng tin t liu Vin nghin cu Qun l kinh t
Trung ng.
[4] Nguyn Ngc Hin (2006). Hnh chnh cng. NXB Khoa hc v K thut.
[5] Joseph E. Stiglitz (1995). Kinh t hc cng cng (Sch dch). NXB Khoa
hc v K thut.
[6] Robert S. Pindyck & Daniel L. Rubinfeld (1999). Kinh t hc vi m (Sch
dch). NXB Thng k.
[7] Nguyn Vn Vn (2002). Gio trnh Kinh t cng cng. NXB Thng k.
[8] Vn bn quy phm php lut ca Vit Nam.
[9] Vin nghin cu pht trin Kinh t-x hi Nng (2011). Kho st, nh
gi mc hi lng ca cng dn i vi dch v hnh chnh cng trn a
bn thnh ph Nng.
2. Ting nc ngoi
[10] Champitaz, R. & Swaen, V. (2004). La Qualit perue comme
Dterminant de la Satisfaction des Clients en Business-To-Business. Une
tude Empirique dans le Domaine de la Tlphonie, Recherche et Application
en Marketing vol. 19, 2, pp. 31-52.

119

[11] Lehtinen, U. and Lehtinen, J.R. (1982), Service Quality: A Study of

Quality Dimensions, Working Paper, Service Management Institute, Helsinki,
Finland.
[12] Gronroos, C. (1984), A service quality model and its marketing
implications, European Journal of Marketing, 18(4): 36-44.
[13] Parasuraman A., Zeithaml V. & Berry L. (1985), A conceptual model of
service quality and its implications for future research, Journal of Marketing,
Vol 49, pp 41-50.
[14] Bennett and Rundle Thiele (2004), Customer satisfaction should not be
the only goal, Journal of service marketing, Volume 27, Issue 3, Pages 191207.
[15] Oliver, R. L. (1997), A Behavioral Perspective on the Consumer, Mc
Graw-Hill, New York, NY.

120