Forthcoming and Online First Articles

International Journal of Services Technology and Management

International Journal of Services Technology and Management (IJSTM)

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International Journal of Services Technology and Management (One paper in press)

Regular Issues

  •   Free full-text access Open AccessEvaluating public administrative services in Vietnam: a dual model comparison of SERVQUAL and SERVPERF
    ( Free Full-text Access ) CC-BY-NC-ND
    by Thuy Nguyen Thi Le, Thi Hong Viet Bui, Viet Hoang Dinh, Nguyet Minh Nguyen, Nhu Dung Co 
    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.2025.10071596
     

 

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