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

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.