Application of the servperf model to evaluate citizen satisfaction with public administrative service quality: a case study of Hai Chau ward public administration service center, Da Nang City, Vietnam

https://doi.org/10.31130/ud-jst.2026.24(6A).104E

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Author

  • Hien Truong Thi Thu
    The University of Danang - University of Economics, Vietnam
    Phuoc Mai Xuan
    The University of Danang - University of Economics, Vietnam

Từ khóa:

Service Quality
Public Administration
Commune-level local Government
Citizen Satisfaction
SERVPERF

Tóm tắt

This study applies the SERVPERF model to evaluate citizen satisfaction regarding the quality of public administrative services provided at the Hai Chau Ward Public Administration Service Center (HCPASC), Da Nang City. Analytical results confirm that the measurement scales meet rigorous standards for reliability, convergent validity, and discriminant validity. Regression analysis reveals that Tangibles and Responsiveness exert the most substantial impact on citizen satisfaction, whereas Reliability, Assurance, and Empathy yield no statistically significant effects. Drawing on these empirical findings, the study proposes that grassroots local governments should prioritize the modernization of physical infrastructure to reinforce a professional and transparent image. Simultaneously, it is crucial to optimize responsiveness by streamlining administrative procedures, reducing actual waiting times, and enhancing the face-to-face support capabilities of civil servants, thereby fulfilling citizens' performance-driven expectations.

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Jun 30, 2026
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Thu, H. T. T., và P. M. Xuan. “Application of the Servperf Model to Evaluate Citizen Satisfaction With Public Administrative Service Quality: A Case Study of Hai Chau Ward Public Administration Service Center, Da Nang City, Vietnam”. Tạp Chí Khoa học Và Công nghệ Đại học Đà Nẵng, vol 24, số p.h 6A, Tháng Sáu 2026, tr 120-5, doi:10.31130/ud-jst.2026.24(6A).104E.

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