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A Study on the Public Satisfaction with the Services of the National Registration and Citizenship Department in Mayangone Township (Hninn Cherry Htet, 2023)
https://meral.edu.mm/records/8984
https://meral.edu.mm/records/8984eb992608-5648-4ee1-8e7e-9b2ba368d686
b2615304-5517-43f8-b4fe-f2608b21ade0
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Thesis | ||||||
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Title | ||||||
Title | A Study on the Public Satisfaction with the Services of the National Registration and Citizenship Department in Mayangone Township (Hninn Cherry Htet, 2023) | |||||
Language | en | |||||
Publication date | 2023-03-01 | |||||
Authors | ||||||
Hninn Cherry Htet | ||||||
Description | ||||||
The main objective of this thesis is to assess the satisfaction level of the public with the services of the National Registration and Citizenship Department in Mayangone Township. A total of 200 respondents were selected by using the random sampling method. Service gap analysis is evaluated based on the gap between the respondent’s expectations and perception using SERVQUAL Model. The tangible dimension is the most dissatisfied, with the highest negative gap score. In other dimensions such as reliability, responsiveness, empathy, and assurance, people's expectations were higher than the quality they received, and negative gap scores were obtained. The assurance dimension of the Mayangone Township office has the lowest negative gap. The public is not satisfied with the overall service quality offerings of the service provider because all five dimensions that measure service quality have negative gap scores, and most of the respondents rank responsiveness as the most important one among the five dimensions. There are good satisfaction and expectations for the Electronic Identification and Pankhin projects that are currently being implemented. |
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Thesis/dissertations | ||||||
Yangon University of Economics | ||||||
U Than Htun Lay |