Article: Evaluating public administrative services in Vietnam: a dual model comparison of SERVQUAL and SERVPERF Journal: International Journal of Services Technology and Management (IJSTM) 2025 Vol.30 No.5 pp.1 - 19 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. Inderscience Publishers - linking academia, business and industry through research

Title: Evaluating public administrative services in Vietnam: a dual model comparison of SERVQUAL and SERVPERF

Authors: Thuy Nguyen Thi Le; Thi Hong Viet Bui; Viet Hoang Dinh; Nguyet Minh Nguyen; Nhu Dung Co

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

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.

Keywords: public administrative services; SERVQUAL; SERVPERF; citizen satisfaction; Vietnam.

DOI: 10.1504/IJSTM.2025.146761

International Journal of Services Technology and Management, 2025 Vol.30 No.5, pp.1 - 19

Received: 14 Oct 2024
Accepted: 05 May 2025
Published online: 16 Jun 2025 *

Title: Evaluating public administrative services in Vietnam: a dual model comparison of SERVQUAL and SERVPERF

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