Evaluating public administrative services in Vietnam: a dual model comparison of SERVQUAL and SERVPERF
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study compares the SERVQUAL and SERVPERF models in evaluating citizens' satisfaction with public administrative services in the construction sector in Hanoi, Vietnam. Based on the survey questionnaire analysis (N = 362), both models identify that procedures, information, fees, and staff are critical factors affecting citizen satisfaction, while facilities do not have a significant impact. SERVQUAL measures the gap between expectations and reality, helping identify areas for improvement to enhance service quality. However, the SERVPERF model, focusing on actual perceptions and a more substantial influence of factors, may provide more specific and practical suggestions for managers and policymakers in improving public service quality in Vietnam and other countries with similar contexts.
Authors: Thuy Nguyen Thi Le, Thi Hong Viet Bui, Viet Hoang Dinh, Nguyet Minh Nguyen, Nhu Dung Co
Institution: National Economics University
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4411377145