The study aims to investigate factors affecting enterprise’s satisfaction and loyalty toward the Social Security’s online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province’s Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach’s Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province’s Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.

Abstract
1. Introduction
2. Literature Review
3. Research methodology
    3.1. Research Model and Hypotheses
    3.2. Research Scale and Analysis Methodology
    3.3. Description of Data
    3.4. Research Data
4. Results and Discussion
    4.1. Test of the Reliability of Scale
    4.2. Analysis of Exploratory Factor
    4.3. Analysis of Confirmatory Factor
    4.4. Test of Reliability after Exploratory FactorAnalysis
    4.5. Structural Equation Modeling (SEM)
    4.6. Assessment of the Effects by ConstituentFactors on Costumer Loyalty
5. Recommendations
    5.1. Strengthening the Reliability of Online ServiceSystem
    5.2. Capacity Building for Staffs at Social Security
    5.3. Build Responsiveness of ElectronicTransactions System
    5.4. Improving the Empathy of Social Security’sStaffs
Reference

• Chi Thanh NGO(Faculty of Economics and Business Administration, Technology and Science Management Department, Hong Duc University) Corresponding Author
• Thi Ngoc Mai NGUYEN(Department of Organization and Personnel, Social Security Office, Thanh Hoa Province)
• Duy Dat NGUYEN(Faculty of International Business and Economics, THUONGMAI University)
• Hoang Ba Huyen LE(Faculty of Economics and Business Administration, Hong Duc University)
• Van Cuong LE(Faculty of Economics and Business Administration, Hong Duc University)
• Thi Binh LE(Faculty of Economics and Business Administration, Hong Duc University)