Table 2.8: Average of observed variables of the factor “Facilities”
Criteria
Average value | |
Spacious and airy reception and return room | 3.9485 |
Fully equipped reception and return room | 3.9779 |
Information boards are fully posted. | 4.0074 |
Room is fully equipped | 3.9338 |
How to arrange and organize the place to receive and return documents The outline is reasonable and convenient. | 3.9338 |
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Source: SPSS data processing results
The average value of the observed variables in the factor “facilities” is almost all 3.9 and there is an observed variable that the information boards are fully posted with a value of 4. The system of facilities here is invested quite spacious, modern and convenient. Although there are quite a lot of people coming to do procedures, there is no jostling or chaos, everyone sits and waits in order in the pre-arranged rows and does the procedures in the order announced. Those who need to look up information can find out through the electronic screen to look up administrative procedures equipped right there.
2.4.2.5 The “Empathy” factor
Table 2.9: Average of observed variables of the factor “Empathy”
Criteria
Average value | |
People can easily contact the officer handling the application. | 3.9044 |
Staff handle records flexibly and promptly | 3.9779 |
Reasonable requests of people are taken care of by officials. handle | 3.9338 |
Officials easily understand people's requests | 3.9338 |
Source: SPSS data processing results
The empathy factor is also one of the 6 factors affecting the quality of HCC services of the People's Committee of A Luoi town, with the average values of the observed variables being nearly equal, within the value of 3.9. This is the most difficult factor to measure because it is associated with the professional qualifications and ability to understand the psychology of the staff handling the records, so the factors are evaluated by the people quite evenly and according to the feelings of each person when coming to work here.
2.4.2.6 “Procedural Process” Factor
Previously, it can be said that every locality encountered problems in handling administrative procedures because the documents and procedures were often cumbersome and difficult for people to implement. But now, in A Luoi district in general and A Luoi town People's Committee in particular, these procedural problems have been solved by simplifying all steps but still ensuring compliance with regulations. Although the observed variables have quite high values from 3.8 to 3.9, it can be seen that this is the factor with the lowest value among the remaining factors. Therefore, people are still not satisfied with this factor compared to the previous 5 factors.
Table 2.10: Average of observed variables of the factor “Procedure”
Criteria
Average value | |
The steps in the procedure are simple and easy. understand | 3.9485 |
Time to process the application according to the procedure reasonable listing | 3.8897 |
The content in the form is easy to understand and easy to fill out. believe | 3.8456 |
The process steps have been listed properly. | 3.8235 |
Source: SPSS data processing results
2.4.3 Assessing the reliability of the scale
2.4.3.1 Cronbach's Alpha of the “Trust” scale
After using Cronbach Alpha test, we have the results in the following table:
Table 2.11: Cronbach's Alpha of the "Trust" scale
Criteria
Scale mean if variable excluded | Scale variance if variable is excluded | Correlate total variable | Cronbach's Alpha if variable is excluded | |
Cronbach Alpha coefficient= 0.717 | ||||
II1 | 12.0882 | 2,614 | .408 | .723 |
II2 | 11.8456 | 2,546 | .561 | .621 |
II3 | 11.8309 | 2,764 | .518 | .650 |
II4 | 11.7500 | 2,589 | .553 | .627 |
Source: SPSS data processing results We see that the factor "Trust" has 4 observed variables (II1, II2, II3, II4) with Cronbach's Alpha coefficient = 0.717 > 0.6, proving that this is a good scale to use. The total correlation value of the observed variables belonging to the factor "trust" is all greater than 0.3, so the above 4 observed variables have a close relationship with this factor. The scale is included in
further study
2.4.3.2 Cronbach's Alpha of the "Service Competency" scale
Table 2.12: Cronbach's Alpha of the "Service Competency" scale
Criteria
Medium scale if variable type | Scale variance if variable type | Correlate total variable | Cronbach's Alpha if variable type | |
Cronbach Alpha coefficient= 0.757 | ||||
II5 | 12.3088 | 3.371 | .439 | .764 |
II6 | 12.1471 | 3,075 | .708 | .623 |
II7 | 12.1912 | 3.119 | .600 | .675 |
II8 | 12.1250 | 3,192 | .499 | .733 |
Source: SPSS data processing results
We can see that the factor "Service capacity" has 4 observed variables (II5, II6, II7, II8) with Cronbach's Alpha coefficient = 0.757 > 0.6, proving that this is a good scale to use. The total correlation value of the observed variables belonging to the factor "Service capacity" is larger than
0.3, so the four observed variables above have a close relationship with this factor. The scale is included in the next study.
2.4.3.3 Cronbach's Alpha of the "Service Attitude" scale
Table 2.13: Cronbach's Alpha of the "Service Attitude" scale
Criteria
Scale mean if variable excluded | Scale variance if variable is excluded | Correlate total variable | Cronbach's Alpha if variable is excluded | |
Cronbach Alpha coefficient= 0.761 | ||||
II9 | 16.0441 | 5,983 | .423 | .753 |
II10 | 16.0000 | 5.556 | .537 | .715 |
II11 | 16.0221 | 5,177 | .644 | .675 |
II12 | 16.0221 | 5,459 | .512 | .724 |
II13 | 16.0294 | 5,407 | .533 | .716 |
Source: SPSS data processing results
We can see that the factor "Service attitude" has 5 observed variables (II5, II6, II7, II8, II9) with Cronbach's Alpha coefficient = 0.761 > 0.6, proving that this is a good scale to use. The total correlation value of the observed variables belonging to the factor "Service attitude" is all greater than 0.3, so the above 5 observed variables have a close relationship with this factor. The scale is included in the next study.
2.4.3.4 Cronbach's Alpha of the “Facilities” scale
Table 2.14: Cronbach's Alpha of the "Facilities" scale
Criteria
Medium scale if variable type | Variance scale if variable type | Correlate total variable | Cronbach's Alpha if variable type | |
Cronbach Alpha coefficient= 0.852 | ||||
II14 | 15.8529 | 6.645 | .545 | .851 |
II15 | 15.8235 | 6.132 | .691 | .814 |
II16 | 15.7941 | 5,824 | .727 | .804 |
II17 | 15.8676 | 5,893 | .733 | .802 |
II18 | 15.8676 | 6.323 | .622 | .832 |
Source: SPSS data processing results
The results in the table above show that the Cronbach's Alpha of the 5 observed variables all have high total and high total correlation coefficients, indicating high internal consistency reliability. The Cronbach's Alpha coefficient = 0.852 is greater than 0.6, and the total correlation coefficients of the observed variables are all greater than 0.3. Therefore, this scale is eligible for use in further research.
2.4.3.5 Cronbach's Alpha of the “Empathy” scale
Table 2.15: Cronbach's Alpha of the "Empathy" scale
Criteria
Medium scale if variable type | Scale variance if variable type | Correlate total variable | Cronbach's Alpha if variable type | |
Cronbach Alpha coefficient= 0.782 | ||||
II19 | 11.8456 | 3.020 | .503 | .773 |
II20 | 11.7721 | 2,977 | .637 | .707 |
II21 | 11.8162 | 2,833 | .591 | .627 |
II22 | 11.8162 | 2,818 | .628 | .707 |
Source: SPSS data processing results
The factor "Empathy" includes 4 observed variables (H19, H20, H21, H22) with Cronbach's Alpha coefficient = 0.782 > 0.6, and the correlation coefficient of the 4 observed variables is greater than
0.3 shows that this scale is suitable and qualified to be used for further research.
2.4.3.6 Cronbach's Alpha of the “Procedural Process” scale
Table 2.16: Cronbach's Alpha of the “Procedural Process” scale
Criteria
Scale mean if variable excluded | Scale variance if variable is excluded | Correlate total variable | Cronbach's Alpha if variable is excluded | |
Cronbach Alpha coefficient= 0.758 | ||||
II23 | 11.5588 | 3,093 | .742 | .753 |
II24 | 11.6176 | 2,949 | .663 | .715 |
II25 | 11.6618 | 2,774 | .560 | .675 |
II26 | 11.6838 | 2,929 | .562 | .724 |
Source: SPSS data processing results
We can see that the factor "Procedure" has 4 observed variables (II23, II24, II25, II26) with Cronbach's Alpha coefficient = 0.758 > 0.6, proving that this is a good scale to use. The total correlation value of the observed variables belonging to the factor "Procedure" is all greater than 0.3, so the above 4 observed variables have a close relationship with this factor. The scale is included in the next study.
The results in the above tables show that the Cronbach's Alpha of the 26 observed variables all have high total and high total correlation coefficients, demonstrating high internal consistency reliability. The Cronbach's Alpha coefficients of the factors are all greater than 0.6, and the total correlation coefficients of the observed variables are all greater than 0.3. Therefore, it can be concluded that the scale used in the study is appropriate and reliable, ensuring the analysis of exploratory factors EFA.
2.4.4 Exploratory factor analysis EFA
Table 2.17: KMO results and Bartlett's test
KMO coefficient (Kaiser-Meyer-Olkin)
.813 | ||
Bartlett's test | Chi-Square Value | 1642.011 |
df | 325 | |
Sig. | .000 |
Source: SPSS data processing results
With the KMO test result = 0.813 (>0.05), Bartlett's test has a Sig. value = 0.000 <0.05. This result indicates that the observed variables in the population are correlated with each other and exploratory factor analysis EFA is appropriate.
Table 2.18: Results of the Total Error Method
Factor
Eigenvalues | Sum of squares of load factors | Sum of squares of rotation coefficients | |||||||
Total | % Direction wrong | Cumulative Variance % | Total | % Direction wrong | Cumulative variance % | Total | % Direction wrong | Cumulative variance % | |
1 | 8,179 | 31,459 | 31,459 | 8,179 | 31,459 | 31,459 | 3,328 | 12,800 | 12,800 |
2 | 2,176 | 8,368 | 39,827 | 2,176 | 8,368 | 39,827 | 2,478 | 9,530 | 22,331 |
3 | 1,777 | 6,836 | 46,663 | 1,777 | 6,836 | 46,663 | 2,365 | 9,095 | 31,426 |
4 | 1,528 | 5,878 | 52,540 | 1,528 | 5,878 | 52,540 | 2,321 | 8,927 | 40,352 |
5 | 1,349 | 5,189 | 57,730 | 1,349 | 5,189 | 57,730 | 2,084 | 8,015 | 48,368 |
6 | 1,098 | 4.222 | 61,952 | 1,098 | 4.222 | 61,952 | 2.020 | 7,767 | 56,135 |
7 | 1,053 | 4,051 | 66,003 | 1,053 | 4,051 | 66,003 | 1,971 | 7,581 | 63,716 |
8 | 1,025 | 3,942 | 69,945 | 1,025 | 3,942 | 69,945 | 1,620 | 6,229 | 69,945 |
9
.892 | 3,430 | 73,376 | |||||||
10 | .786 | 3.023 | 76,398 | ||||||
11 | .728 | 2,800 | 79,198 | ||||||
12 | .689 | 2,651 | 81,849 | ||||||
13 | .581 | 2,233 | 84,082 | ||||||
14 | .519 | 1,995 | 86,077 | ||||||
15 | .492 | 1,894 | 87,971 | ||||||
16 | .442 | 1,698 | 89,669 | ||||||
17 | .425 | 1,634 | 91,303 | ||||||
18 | .355 | 1,365 | 92,668 | ||||||
19 | .328 | 1,263 | 93,931 | ||||||
20 | .307 | 1,179 | 95,110 | ||||||
21 | .278 | 1,071 | 96,181 | ||||||
22 | .253 | .974 | 97,155 | ||||||
23 | .232 | .892 | 98,047 | ||||||
24 | .199 | .765 | 98,811 | ||||||
25 | .169 | .649 | 99,460 | ||||||
26 | .140 | .540 | 100,000 |
Source: SPSS data processing results
In the table above, we see that the variance extracted from 8 factors is 69.945%>50%, so factor analysis in this case is meaningful for research. This means that the 8 factors extracted in EFA reflect 69.945% of the variation of all observed variables included in the analysis.
The factor rotation table with 8 factors is formed showing the variables and factor groups as follows: