The Impact of Public Administrative Service Quality on Enterprise Satisfaction: A Study of Cambodia

This paper investigates the relationship between public administrative service quality and enterprise satisfaction in Cambodia, applying the SERVPERF model. Through qualitative interviews with senior public officials and a quantitative survey of enterprises, the study examines five key dimensions of service quality: reliability, responsiveness, empathy, assurance, and tangibles. The results demonstrate that reliability and responsiveness are the most significant factors affecting satisfaction, while empathy and tangibles also play crucial roles. The study concludes by offering policy recommendations to improve public administrative services and suggests practical steps to enhance the business environment in Cambodia.