Forthcoming and Online First Articles

International Journal of Services Technology and Management

International Journal of Services Technology and Management (IJSTM)

Forthcoming articles have been peer-reviewed and accepted for publication but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.

Forthcoming articles must be purchased for the purposes of research, teaching and private study only. These articles can be cited using the expression "in press". For example: Smith, J. (in press). Article Title. Journal Title.

Articles marked with this shopping trolley icon are available for purchase - click on the icon to send an email request to purchase.

Online First articles are published online here, before they appear in a journal issue. Online First articles are fully citeable, complete with a DOI. They can be cited, read, and downloaded. Online First articles are published as Open Access (OA) articles to make the latest research available as early as possible.

Open AccessArticles marked with this Open Access icon are Online First articles. They are freely available and openly accessible to all without any restriction except the ones stated in their respective CC licenses.

Register for our alerting service, which notifies you by email when new issues are published online.

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