Shu-Te University College of Informatics Graduate School of Information Management Master Thesis Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website Student: Than Van Hung Advisor: Dr. Hsing-Ya Chang Dr. Le Anh Vinh March, 2013 Shu-Te University Department of Information Management Thesis Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website Than Van Hung March, 2013 Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website Student: Than Van Hung Advisor: Dr. Hsing-Ya Chang, Dr. Le Anh Vinh A Thesis Submitted to the Graduate School of Information Management College of Informatics Shu-Te University In Partial Fulfillment of the Requirements For the Degree of Master of Science in Information Management March, 2013 樹德科技大學碩士班研究生 Graduate Student of Shu-Te University 指導教授推薦書 Recommendation Letter from Thesis Adviser 本校資訊管理研究所 君 所提之論文係由本人指導撰述，同意提付審查。 This Student, Than Van Hung, whose thesis entitled “ Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website ”, is under my advisory and agree to submit for examination. 主要指導教授 Adviser ： 共同指導教授 Co-Adviser ： 年／Year 月／Month 日／Day 樹德科技大學碩士班研究生 Graduate Student of Shu-Te University 學位考試審定書 Qualification Form of Master Degree 100 學年度第 2 學期 _________研究所 君所提之論文 題目： ___________________________________________________________________ 經本學位考試委員會審議，認為符合碩士資格標準。 Student Name：Than Van Hung Thesis Title：“ Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website ” This is to certify that the thesis submitted by the student named above in S pring , 2013. It is qualified and approved by the Thesis Examination Committee. 召集人 Chair, Thesis Committee ： 委 員 Committee Member ： 委 員 Committee Member ： 主要指導教授 Adviser ： 共同指導教授 Co-Adviser ： 系所主管 Director of Department ： 年／Year 月／Month 日／Day i Department of Information Management, Shu-Te University Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website. Student: Than Van Hung Advisor: Dr. Hsing-Ya Chang Co-advisor: Dr. Le Anh Vinh ABSTRACT Currently, quality is more interested in the world. Quality is mentioned in all areas of society such as industry, business administration, service and in data dissemination as well. Quality of data dissemination is always a key issue in the dissemination of statistics in particular and statistical activities in general. Improving the quality of data dissemination is an important task of the General Statistics Office (GSO) of Vietnam and is the prerequisite for the survival and development GSO’s website. Besides, the trend of globalization is growing intensively and extensively and globalization in statistics dissemination is no exception to that rule. Globalization in data dissemination is a prominent feature in the process of development and modernization of Vietnam’s GSO in the 21st century. Statistical agencies, regardless of ii in developed countries or developing countries, are all in the trend of internationalization and globalization. The reason for such a phenomenon is that statistical data are increasingly important and interested by underdeveloped countries, developed countries and developing countries. Under this context, it is essential to build a statistical database for dissemination on the GSO’s website. In modern quality management, philosophy of user-orientation plays a key role. One of the decisive factors for the survival and development of the supplier of statistics is the satisfaction of customers on the quality of provided services and products . Quality should be evaluated by the users themselves, not the providers. Thus, in data dissemination, assessment of the quality of information dissemination through the opinions of users, focusing on statisticians is very essential. Thereby, GSO has an outlook on what its products and its expectations rather than just investment in facilities, input data and other factors in the data dissemination. Since dissemination of statistics is a form of public service, this means GSO is the service provider. Customers of GSO are primarily data users such as State employees, local enterprises, international organizations, students, pupils including statisticians. iii Statisticians plays a number of roles in the dissemination of statistics, they are important customers directly involved in the data dissemination process and regular use of data on the website of GSO for their daily work. In this service, the role of statistical staff as a service user is highlighted. The thesis will assess the satisfaction of the General Statistics Office’s staff on its service. Based on the theoretical basis and practices of data dissemination, I chose the topic of my thesis: “Evaluation on the satisfaction of GSO's statisticians on the quality of data dissemination on the GSO's website”. The result of the research will contribute to help GSO in improving the quality of data dissemination on its website Keyword: Evaluation Satisfaction, Data dissemination quality, Statistics iv ACKNOWLEDGEMENT First of all, I would like to express my sincere thanks to my supervisor and co- advisor. Thanks to the enthusiastic supervision from Hsing-Ya Chang, Ph.D. Assistant Professor, Department of Information Management, Shu-Te University, and Dr. Le Anh Vinh, Vietnam National University, I completed the thesis "Evaluation on the satisfaction of GSO's statisticians on the quality of data dissemination on the GSO's website " Then, I would like to thank the leaders of the General Statistics Office of Vietnam, friends and colleagues who dedicatedly helped me during my study and research of this thesis and who joined in the survey so that I could get best results for this study. Finally, I would like to give my sincere thanks to my beloved family who helped me, encouraged me during my study. They always supported me, made me feel full of confidence to spend best time to do my research. Ha Noi, Viet Nam, 2013 Than Van Hung v Table of Contents ABSTRACT i ACKNOWLEDGEMENT iv Table of Contents v List of Tables viii List of Figures ix Chapter 1. Introduction 1 1. Research Background 1 1.1. Definitions 3 1.2. Principles of State statistical information dissemination 4 1.3. System of State statistical information products includes the following major products: 5 1.4. Mechanisms of Statistical information dissemination 5 2 . Research motivation 8 3. Research Purposes and objectives 11 3.1. The question of the thesis 11 [...]... objectives 3.1 The question of the thesis To assess the level of satisfaction of the statistics and services of GSO what factors we need to study? What elements of the data dissemination that satify statisticians more than others? How to further improve the quality of data dissemination on the GSO website? 3.2 General Purpose 11 During the process of opening and integration of Vietnam, dissemination of statistics... on GSO website - Systemizing theory of SERVQUAL scale - Measuring the quality of statistic data dissemination on the GSO website by using SERVQUAL scale - Measuring the impact of quality factors of statistic data dissemination on satisfaction of statisticians - Measuring the different distribution of quality elements of statistic data dissemination and measuring the statisticians satisfaction by demographic... is the service provider In this service, the prominent role of statisticians as the customers using the service The research will assess the level of satisfaction of statisticians on GSO’s services Results of the research will enable GSO to further improve the quality of data dissemination on its website 3.3 Specific purposes - Systemizing theory of quality and statistic data dissemination quality on. .. Calculation Results 46 Figure 5 Bootstrapping the model 48 ix Chapter 1 Introduction In this chapter, I summarized of the importance of the thesis, theories related to the quality in common, quality in dissemination of statistics, quality of service and the satisfaction At the same time, we came up with theoretical models and research hypotheses measuring the satisfaction of statisticians on the quality of. .. 2.2 .Satisfaction of Customers According to Oliver, the satisfaction is the responses of consumers the fulfilment of their desires [28, 29, 30] This definition implies that satisfaction is the pleasant of 20 consumers when consuming a product or service that meet their expectations, including the above and below levels of their expectations According to Tse and Wilton (1988), satisfaction is the consumers’ response... products Quality should be evaluated by the users themselves, not the providers Thus, in data dissemination, assessment of the quality of information dissemination through the opinions of users, focusing on statisticians is very essential Thereby, GSO has an outlook on what its products and its expectations rather than just investment in facilities, input data and other factors in the data dissemination. .. organizations and individuals as stipulated by law Total number of staff in the national statistical system include: 345 people in the GSO; 2,303 people in 63 Provincial Statistics Offices, and 3,040 people in 697 District Statistics Offices (data, 2012) Thus, the thesis "Evaluation on the satisfaction of GSO's statisticians on the quality of data dissemination on the GSO's website" is really essential in theory... countries in the region and the world as well as innovation of forms, methods and technologies of data dissemination and data quality need great effort and determination 8 In modern quality management, philosophy of user-orientation plays a key role One of the decisive factors for the survival and development of the supplier of statistics is the satisfaction of customers on the quality of provided services... statisticians Statisticians plays a number of roles in the dissemination of statistics, they are important customers directly involved in the data dissemination process and regular use of data on the website of GSO for their daily work The most severe challenge for the dissemination of statistical information is to ensure the development requirements and quality at the same time In fact, due to economic difficulties... transmission of information on the website with internet connection, Release of printed products and electronic information products (floppy, CD-ROM, DVD and other electronic information carriers) 1.2 Principles of State statistical information dissemination a) To be implemented in an organized manner, under the provisions of the Law on Statistics and other current legislations; and consistent with international . Shu-Te University 指導教授推薦書 Recommendation Letter from Thesis Adviser 本校資訊管理研究所 君 所提之論文係由本人指導撰述，同意提付審查。 This Student, Than Van Hung, whose thesis entitled “ Evaluation on the satisfaction. Student Name Than Van Hung Thesis Title：“ Evaluation on the satisfaction of GSO’s statisticians on the quality of data dissemination on the GSO’s website ” This is to certify that the thesis submitted. quality of data dissemination on the GSO’s website Student: Than Van Hung Advisor: Dr. Hsing-Ya Chang, Dr. Le Anh Vinh A Thesis Submitted to the Graduate School of Information Management