In Hanoi, Vietnam, where rapid urban development is reshaping the city, a study in the International Journal of Public Law and Policy, has looked at the quality of public administrative services in the construction sector. The research surveyed hundreds of residents and asked them about their experience of the bureaucratic processes that underpin the city’s growth, from acquiring construction permits to navigating zoning regulations.
From their work, Thi Hong Viet Bui, Thuý Nguyen Thị Lệ, Viet Hoang Dinh, and Nguyet Minh Nguyen of the National Economics University, and Nhu Dung Co of the People’s Committee of Ba Dinh District in Hanoi, Vietnam, conclude that citizen satisfaction is rooted not in grand buildings or modern offices, but in the everyday quality of service delivery. This is an important finding for policymakers overseeing the growth of the city.
The team used the SERVQUAL model, a widely used tool for measuring service quality by comparing expectations with actual experiences. They applied it to their survey of 362 citizens to evaluate five key dimensions: tangibles (physical facilities and equipment), reliability, responsiveness, assurance, and empathy. The analysis revealed that in the context of Hanoi’s construction administration, tangibles play a surprisingly minor role in shaping satisfaction. What matters most to residents is the clarity of procedures, the fairness of service fees, and the professionalism of administrative staff.
The team explain that their respondents placed particular emphasis on the importance of transparent and accessible information, timely service, and respectful treatment. These elements, which are less obvious than the presence of public buildings or signage, had a much greater effect on whether citizens felt satisfied with their encounters with government services.
The research also showed that demographic factors also influenced perceptions. Educational level, marital status, and prior familiarity with administrative procedures all played a part in shaping how individuals felt about public service quality. Overall, the findings suggest that a one-size-fits-all approach to public service reform would be inappropriate and instead governments and policymakers must take into account the different needs and expectations of a diverse urban population.
Bui, T.H.V., Lệ, T.N.T., Dinh, V.H., Co, N.D. and Nguyen, N.M. (2025) ‘Evaluating the governance of public services in urban construction: insights from Hanoi’s experience’, Int. J. Public Law and Policy, Vol. 11, No. 5, pp.1–18.