Article: Evaluating the governance of public services in urban construction: insights from Hanois experience Journal: International Journal of Public Law and Policy (IJPLAP) 2025 Vol.11 No.5 pp.1 - 18 Abstract: This paper evaluates citizens' satisfaction with public administrative services in the construction sector in Hanoi, Vietnam. The authors investigate the primary factors influencing satisfaction levels by conducting survey questionnaires (N = 362) and utilising the SERVQUAL-based approach. The findings indicate that citizen satisfaction is substantially determined by the quality of staff services (β = 0.139, p < 0.1), fees, procedures, and information (β = 0.296, p < 0.01), while facilities are not a determining factor (β = 0.0474, p > 0.1). Personal and social characteristics, including marital status, educational background, type of procedure, level of comprehension, and experience, also influence satisfaction. These results offer a glimpse into the areas in which local governments must improve in order to improve the efficiency of urban management and the satisfaction of citizens. They also propose potential policy directions that could be applied to cities with comparable contexts. Inderscience Publishers - linking academia, business and industry through research

Title: Evaluating the governance of public services in urban construction: insights from Hanois experience

Authors: Thi Hong Viet Bui; Thuý Nguyen Thị Lệ; Viet Hoang Dinh; Nhu Dung Co; Nguyet Minh Nguyen

Addresses: Faculty of Management Science, National Economics University, 207 Giai Phong, Hai Ba Trung District, Hanoi, Vietnam ' Faculty of Management Science, National Economics University, 207 Giai Phong, Hai Ba Trung District, Hanoi, Vietnam ' Faculty of Management Science, National Economics University, 207 Giai Phong, Hai Ba Trung District, Hanoi, Vietnam ' People's Committee of Ba Dinh District, 25 Lieu Giai, Ba Dinh District, Hanoi, Vietnam ' Faculty of Management Science, National Economics University, 207 Giai Phong, Hai Ba Trung District, Hanoi, Vietnam

Abstract: This paper evaluates citizens' satisfaction with public administrative services in the construction sector in Hanoi, Vietnam. The authors investigate the primary factors influencing satisfaction levels by conducting survey questionnaires (N = 362) and utilising the SERVQUAL-based approach. The findings indicate that citizen satisfaction is substantially determined by the quality of staff services (β = 0.139, p < 0.1), fees, procedures, and information (β = 0.296, p < 0.01), while facilities are not a determining factor (β = 0.0474, p > 0.1). Personal and social characteristics, including marital status, educational background, type of procedure, level of comprehension, and experience, also influence satisfaction. These results offer a glimpse into the areas in which local governments must improve in order to improve the efficiency of urban management and the satisfaction of citizens. They also propose potential policy directions that could be applied to cities with comparable contexts.

Keywords: citizen satisfaction; public services; urban construction; policy; Vietnam.

DOI: 10.1504/IJPLAP.2025.146092

International Journal of Public Law and Policy, 2025 Vol.11 No.5, pp.1 - 18

Received: 23 Nov 2024
Accepted: 20 Feb 2025
Published online: 06 May 2025 *

Title: Evaluating the governance of public services in urban construction: insights from Hanois experience

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