EVALUATION OF PUBLIC SATISFACTION WITH LAND DISPUTE MEDIATION AND RESOLUTION PROCEDURES IN A LƯỚI DISTRICT, THỪA THIÊN HUẾ PROVINCE 2025

EVALUATION OF PUBLIC SATISFACTION WITH LAND DISPUTE MEDIATION AND RESOLUTION PROCEDURES IN A LƯỚI DISTRICT, THỪA THIÊN HUẾ PROVINCE 2025

EVALUATION OF PUBLIC SATISFACTION WITH LAND DISPUTE MEDIATION AND RESOLUTION PROCEDURES IN A LƯỚI DISTRICT, THỪA THIÊN HUẾ PROVINCE

Le Ngoc Phuong Quy

Duong Thi Thu Ha

Nguyen Thi Hai

Tran Thi Kieu My

Ton Nu Tuyet Trinh

Faculty of Land Resource and Agriculture Environment, University of Agriculture and Forestry, Hue University

Abstract:

This paper was conducted in A Lưới to evaluate the public’s satisfaction with land dispute mediation and resolution procedures in A Lưới District. By combining the 2021 SIPAS index of the Ministry of Home Affairs and a 5-point Likert scale for assessing public satisfaction, and conducting direct interviews with 40 district officials, commune leaders, cadastral officers, and residents using questionnaires, the study’s results showed that the public was satisfied with two criteria: administrative procedures for dispute mediation and resolution (3.5 points) and the results of dispute mediation and resolution (3.94 points).

However, the criterion regarding officials conducting the procedures was only rated at a medium level, with a score of 2.92. The research contributes to proposing solutions to enhance public satisfaction with dispute mediation and resolution procedures in A Lưới District.

Keywords: A Lưới, public satisfaction, land dispute mediation, land disputes.

I. INTRODUCTION

In recent years, Vietnam has undertaken various activities to reform administrative procedures in the land sector, considering it a crucial breakthrough to promote socio-economic development (Ministry of Natural Resources and Environment, 2020). Public satisfaction with land dispute mediation and resolution procedures is a basis for the government to gauge service quality and devise solutions to enhance public satisfaction (Ministry of Natural Resources and Environment, 2020).

A Lưới is a mountainous district in Thừa Thiên Huế Province. Recently, land fluctuations, coupled with socio-economic development and urbanization, have increased the implementation of land dispute mediation and resolution procedures in the district (A Lưới Department of Natural Resources and Environment, 2022). However, in practice, people still face difficulties with these procedures, such as delays in processing applications and having to make multiple trips, which affects their satisfaction.

If these issues are not resolved, they will impact the legal rights and interests of the public and discourage people from completing these procedures, thereby negatively affecting local land management. This study aims to evaluate public satisfaction with land dispute mediation and resolution procedures to propose solutions to enhance public satisfaction in A Lưới District.

II. RESEARCH METHODS

1. Selection of Research Sites

The study selected research sites in A Lưới town, A Ngo commune, and Sơn Thuỷ commune based on the criterion of the three communes with the highest number of land dispute mediation and resolution cases in A Lưới District from 2020 to 2022.

2. Surveying the Public with Questionnaires

To evaluate public satisfaction, the study conducted interviews with individuals who had undergone land dispute mediation and resolution procedures in the selected communes. The number of questionnaires distributed ensured at least 50% of the households involved in mediation and resolution. The sample size is detailed in Table 1 below:

Table 1. Number of Public Survey Questionnaires

3. Interviewing Specialized Officials

To understand the advantages and difficulties in implementing land dispute mediation and resolution procedures at the local level, we interviewed 10 specialized officials, including 3 vice-chairpersons from A Ngo, Sơn Thuỷ, and A Lưới town, and 3 cadastral officers; 2 officials from the branch of the land registration office, and 2 officials from the Department of Natural Resources and Environment of A Lưới District.

4. Method of Assessing Public Satisfaction Using the Likert Scale

To evaluate public satisfaction, the study utilized SIPAS criteria stipulated by the Ministry of Home Affairs as per Decision No. 628/QĐ-BNV dated May 21, 2021 (Ministry of Home Affairs, 2021). Specifically, the evaluation covered three criteria: administrative procedures, officials conducting the procedures, and the resolution outcomes. Additionally, the study employed a 5-point Likert scale from 1-5, corresponding to levels from completely dissatisfied to completely satisfied. The satisfaction score (n) for each level was determined by the formula: n = Total score of each criterion / Total number of survey questionnaires. The levels of public satisfaction were categorized as follows: n ≥ 4.2: Completely satisfied; 3.4 ≤ n ≤ 4.19: Satisfied; 2.6 ≤ n ≤ 3.39: Neutral; 1.8 ≤ n ≤ 2.59: Dissatisfied; n < 1.8: Completely dissatisfied.

5. Data Processing Methods

The study processed the collected data using Microsoft Office Excel. The processed data were summarized and presented in data tables and appropriate charts to illustrate the research findings.

III. RESEARCH RESULTS AND DISCUSSION

1. Public Satisfaction with Land Dispute Mediation and Resolution Procedures

1.1. Administrative Procedures

Table 2. Public Satisfaction with Administrative Procedures

Source: Survey Data, 2023

The survey results in Table 2 show that the public is generally satisfied with the administrative procedures, with an overall score of 3.50. However, the public found the textual presentation of these procedures too lengthy and hard to remember, suggesting a need for visual aids to make the procedures easier to understand. This led to criterion 2 being rated only at a neutral satisfaction level, with a score of 2.90.

Additionally, the public’s satisfaction with the timeliness of land dispute mediation and resolution procedures was only neutral, with a score of 3.00. The reason cited is that the land dispute resolution process takes too long, with some cases being overdue by as much as five months beyond the stipulated time without resolution. Local leaders and environmental officials explained that the delays are due to the wide area of the communes, complex land use history, and inaccurate information sometimes provided by residents for personal gain. Moreover, young cadastral officers who are frequently rotated between communes face significant difficulties in verifying the origin and timing of land use.

1.2. Officials Conducting Procedures

Table 3. Public Satisfaction with Officials Conducting Procedures

Source: Survey Data, 2023

The information in Table 3 shows that the public’s satisfaction with officials conducting land dispute mediation and resolution procedures is neutral, with an average score of 2.92. All seven specific criteria surveyed were rated at a neutral level by the public, with scores ranging from 2.70 to 3.32.

Specifically, while some people felt that officials were diligent and responsible when handling land dispute resolution, the majority of those interviewed perceived certain officials as unfriendly in their interactions, causing difficulties, and providing unclear and insufficient guidance during mediation and resolution procedures. Additionally, the public felt that officials’ explanations of land dispute cases were hard to understand, and the guidance on procedures was not detailed enough, which are among the main reasons for the neutral satisfaction level.

1.3. Results of Land Dispute Mediation and Resolution

Table 4. Public Satisfaction with Land Dispute Mediation and Resolution Results

Source: Survey Data, 2023

The survey results in Table 4 show that the public is satisfied with the outcomes of land dispute mediation and resolution in A Lưới District, with an average score of 3.94. Three out of the four criteria were rated as completely satisfied by the public, including: results being in accordance with regulations, results having complete information, and results having accurate information.

However, the public rated the criterion of fairness in the dispute resolution results at a neutral level, with a score of 2.80. The reason cited is that the measurement and verification of land origin for some disputes have not been conducted, and disputes between parties are still ongoing. This causes difficulties in stabilizing lives and conducting other land transactions.

IV. SOLUTIONS TO ENHANCE PUBLIC SATISFACTION

Administrative Procedures:

– The District People’s Committee should consider adjusting and supplementing the display of administrative procedure steps at the agency headquarters using easy-to-understand, visual diagrams. This would help the public easily access administrative procedures and reduce the workload for staff receiving applications.

– Additionally, the size of the text on the administrative procedure listings should be increased to be more readable and noticeable.

Officials Conducting Procedures:

– Regularly organize training courses to improve the skills of commune-level cadastral officers.

– Specifically, training should focus on enhancing soft skills in guiding document preparation, explaining to the public, communication skills in mediation, and understanding the mediation and resolution process.

Procedure Resolution Outcomes:

– Implement information technology uniformly to ensure comprehensive and accurate control of the administrative procedure resolution process in land matters, reducing the incidence of delayed applications.

V. CONCLUSION

The research results show that the public is satisfied with two criteria: administrative procedures for mediation and land dispute resolution (3.5 points) and the results of mediation and land dispute resolution (3.94 points). However, the criterion regarding officials conducting the procedures was only rated at a medium level, with a score of 2.92.

In detail, there are still many criteria rated at a medium level by the public. Specifically, for administrative procedures, 2 out of 4 criteria (administrative procedures being publicly posted, fully and clearly, and the administrative procedure processing time being as stipulated) were rated as medium. For the results of mediation and land dispute resolution, 1 out of 4 criteria (results ensuring fairness) was rated as medium by the public. Additionally, for officials conducting the procedures, all 7 out of 7 criteria were rated as medium.

References

1. Ministry of Home Affairs (2021). Decision No. 628/QĐ-BNV dated May 21, 2021, on approving and announcing the Satisfaction Index of Public Administrative Services in 2020.
2. Ministry of Natural Resources and Environment (2020). Report on the results of administrative procedure reform in the land sector in 2020.
3. A Lưới Department of Natural Resources and Environment (2022). Report on inspection, supervision, resolution of disputes, complaints, petitions, and reflections on land and environmental resources in A Lưới District in 2022.

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