Legal Policy Applications for Enhancing the Quality of Public Administrative Services

Tran Thi Bich Nga

doi:10.28991/ESJ-2025-09-02-020

Authors

Tran Thi Bich Nga
ngattb@hub.edu.vn
Faculty of Economic Law, Ho Chi Minh University of Banking (HUB), Ho Chi Minh City,, Viet Nam

Vol. 9 No. 2 (2025): April

Research Articles

Downloads

PDF

Abstract
How to Cite
Metrics
References
License

Vietnam is now focused on market economic growth and administrative reform. This involves organizing and administering society via legal institutions and meeting the fundamental requirements of the people by providing public administrative services. In addition, the execution of public administrative services is a vital and indispensable responsibility for government agencies, as well as for the citizens. Hence, the objective of the research is to investigate the primary factors that influence the public administration service quality in Ho Chi Minh City, Vietnam. The author employed both qualitative and quantitative methodologies to examine data obtained from a survey sample of 900 individuals. The study focused on assessing the public administration service quality in nine districts of Ho Chi Minh City, Vietnam. In addition, the study included descriptive statistical techniques such as calculating the mean and standard deviation. Furthermore, it utilized structural equation modeling with the assistance of SPSS 20.0 and Amos software. The article identifies eight crucial factors that influence the public administrative service quality and have an impact on people's satisfaction with these services. The primary factors clearly list the factors analyzed, such as reliability, empathy, responsiveness, competence, tangibles, legal regulations and policies, technology application, and management capacity. The study's originality enables policymakers and public service managers to utilize the findings in order to improve the public administration service quality and boost people's satisfaction. There are several suggested legal policy applications aimed at achieving equal quality in public administrative services. These policy recommendations prioritize investment in technology applications, improving management capacity, and updating legal regulations and policies to increase awareness across society and create favorable conditions for businesses and individuals. This novelty will facilitate the implementation of administrative procedures through online public services to develop e-government.

Doi: 10.28991/ESJ-2025-09-02-020

Full Text: PDF

Ahmed, S., Madrid-Morales, D., & Tully, M. (2023). Social media, misinformation, and age inequality in online political engagement. Journal of Information Technology and Politics, 20(3), 269–285. doi:10.1080/19331681.2022.2096743.

Hjortskov, M. (2019). Citizen Expectations and Satisfaction over Time: Findings from a Large Sample Panel Survey of Public School Parents in Denmark. American Review of Public Administration, 49(3), 353–371. doi:10.1177/0275074018765822.

Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55–68. doi:10.1177/002224299205600304.

Scott, R. J., & Macaulay, M. (2020). Making sense of New Zealand's ‘spirit of service': social identity and the civil service. Public Money and Management, 40(8), 579–588. doi:10.1080/09540962.2020.1735109.

Charnock, G., March, H., & Ribera-Fumaz, R. (2021). From smart to rebel city? Worlding, provincialising and the Barcelona Model. Urban Studies, 58(3), 581–600. doi:10.1177/0042098019872119.

Perry, J. L. (2021). Public service motivation: Putting our intellectual capital to work. Journal of Public Affairs Education, 27(2), 123–125. doi:10.1080/15236803.2020.1855696.

Aivazidou, E., Cunico, G., & Mollona, E. (2020). Beyond the EU structural funds' absorption rate: How do regions really perform? Economies, 8(3), 55–78. doi:10.3390/ECONOMIES8030055.

Charron, N., Dijkstra, L., & Lapuente, V. (2014). Regional governance matters: The quality of public authorities in European Union member states. Regional Studies, 48(1), 68–90. doi:10.1080/00343404.2013.770141.

Charron, N., Dijkstra, L., & Lapuente, V. (2015). Mapping the Regional Divide in Europe: A Measure for Assessing Quality of Government in 206 European Regions. Social Indicators Research, 122(2), 315–346. doi:10.1007/s11205-014-0702-y.

Andersen, S. C., & Hjortskov, M. (2016). Cognitive Biases in Performance Evaluations. Journal of Public Administration Research and Theory, 26(4), 647–662. doi:10.1093/jopart/muv036.

Favero, N., & Kim, M. (2021). Everything Is Relative: How Citizens Form and Use Expectations in Evaluating Services. Journal of Public Administration Research and Theory, 31(3), 561–577. doi:10.1093/jopart/muaa048.

Andrews, R., Boyne, G. A., Meier, K. J., O'Toole, L. J., & Walker, R. M. (2012). Vertical strategic alignment and public service performance. Public Administration, 90(1), 77–98. doi:10.1111/j.1467-9299.2011.01938.x.

Baun, M., & Marek, D. (2017). The limits of regionalization: The intergovernmental struggle over EU Cohesion Policy in the Czech Republic. East European Politics and Societies, 31(4), 863–884. doi:10.1177/0888325417720717.

Fazekas, M., & Czibik, í. (2021). Measuring regional quality of government: the public spending quality index based on government contracting data. Regional Studies, 55(8), 1459–1472. doi:10.1080/00343404.2021.1902975.

Gilad, S., Maor, M., & Bloom, P. B. N. (2015). Organizational reputation, the content of public allegations, and regulatory communication. Journal of Public Administration Research and Theory, 25(2), 451–478. doi:10.1093/jopart/mut041.

Bisogno, M., Cuadrado-Ballesteros, B., & Santis, S. (2022). Do e-government initiatives and e-participation affect the level of budget transparency? International Public Management Journal, 25(3), 365–391. doi:10.1080/10967494.2022.2042437.

Brinkerhoff, D. W., & Wetterberg, A. (2016). Gauging the Effects of Social Accountability on Services, Governance, and Citizen Empowerment. Public Administration Review, 76(2), 274–286. doi:10.1111/puar.12399.

Budding, T., Faber, B., & Gradus, R. (2018). Assessing electronic service delivery in municipalities: determinants and financial consequences of e-government implementation. Local Government Studies, 44(5), 697–718. doi:10.1080/03003930.2018.1473768.

James, O., & Van Ryzin, G. G. (2017). Motivated reasoning about public performance: An experimental study of how citizens judge the affordable care act. Journal of Public Administration Research and Theory, 27(1), 197–209. doi:10.1093/jopart/muw049.

Jilke, S. (2018). Citizen satisfaction under changing political leadership: The role of partisan motivated reasoning. Governance, 31(3), 515–533. doi:10.1111/gove.12317.

Bustos, E. O. (2021). Organizational Reputation in the Public Administration: A Systematic Literature Review. Public Administration Review, 81(4), 731–751. doi:10.1111/puar.13363.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. doi:10.1177/1094670504271156.

Busuioc, M., & Lodge, M. (2017). Reputation and Accountability Relationships: Managing Accountability Expectations through Reputation. Public Administration Review, 77(1), 91–100. doi:10.1111/puar.12612.

Carpenter, D. P., & Krause, G. A. (2012). Reputation and Public Administration. Public Administration Review, 72(1), 26–32. doi:10.1111/j.1540-6210.2011.02506.x.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. doi:10.1177/002224298504900403.

Kjeldsen, A. M. (2014). Dynamics of Public Service Motivation: Attraction-Selection and Socialization in the Production and Regulation of Social Services. Public Administration Review, 74(1), 101–112. doi:10.1111/puar.12154.

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147. doi:10.1016/S0022-4359(05)80007-7.

Perry, J. L., & Vandenabeele, W. (2015). Public Service Motivation Research: Achievements, Challenges, and Future Directions. Public Administration Review, 75(5), 692–699. doi:10.1111/puar.12430.

Schmidthuber, L., Hilgers, D., Gegenhuber, T., & Etzelstorfer, S. (2017). The emergence of local open government: Determinants of citizen participation in online service reporting. Government Information Quarterly, 34(3), 457–469. doi:10.1016/j.giq.2017.07.001.

Eriksson, E. (2022). Coproduction and inclusion: A public administrator perspective. International Public Management Journal, 25(2), 217–240. doi:10.1080/10967494.2021.1969486.

Moynihan, D. P. (2022). Public Management for Populists: Trump's Schedule F Executive Order and the Future of the Civil Service. Public Administration Review, 82(1), 174–178. doi:10.1111/puar.13433.

Overman, S., Busuioc, M., & Wood, M. (2020). A Multidimensional Reputation Barometer for Public Agencies: A Validated Instrument. Public Administration Review, 80(3), 415–425. doi:10.1111/puar.13158.

Bouckaert, G., & van de Walle, S. (2003). Comparing Measures of Citizen Trust and User Satisfaction as Indicators of ‘Good Governance': Difficulties in Linking Trust and Satisfaction Indicators. International Review of Administrative Sciences, 69(3), 329–343. doi:10.1177/0020852303693003.

Zhang, N., Lu, Z., & Shou, Y. (2017). The dominant role of governing structure in cross-sector collaboration in developing China: two case studies of information integration in local government one-stop services. Information Technology for Development, 23(3), 554–578. doi:10.1080/02681102.2017.1363030.

Jilke, S., & Baekgaard, M. (2020). The political psychology of citizen satisfaction: Does functional responsibility matter? Journal of Public Administration Research and Theory, 30(1), 130–143. doi:10.1093/jopart/muz012.

Kowalewski, M. (2019). Dissatisfied and Critical Citizens: the Political Effect of Complaining. Society, 56(5), 453–460. doi:10.1007/s12115-019-00398-x.

Meijer, A., & Bolívar, M. P. R. (2016). Governing the smart city: a review of the literature on smart urban governance. International Review of Administrative Sciences, 82(2), 392–408. doi:10.1177/0020852314564308.

Mussagulova, A., & van der Wal, Z. (2021). "All still quiet on the non-Western front?” Non-Western public service motivation scholarship: 2015–2020. Asia Pacific Journal of Public Administration, 43(1), 23–46. doi:10.1080/23276665.2020.1836977.

Loeffler, E., & Bovaird, T. (2016). User and Community Co-Production of Public Services: What Does the Evidence Tell Us? International Journal of Public Administration, 39(13), 1006–1019. doi:10.1080/01900692.2016.1250559.

Wirtz, B. W., Weyerer, J. C., & Rösch, M. (2018). Citizen and Open Government: An Empirical Analysis of Antecedents of Open Government Data. International Journal of Public Administration, 41(4), 308–320. doi:10.1080/01900692.2016.1263659.

McGuirk, P., Dowling, R., & Chatterjee, P. (2021). Municipal Statecraft for the Smart City: Retooling the Smart Entrepreneurial City? Environment and Planning A, 53(7), 1730–1748. doi:10.1177/0308518X211027905.

Christensen, R. K., Paarlberg, L., & Perry, J. L. (2017). Public Service Motivation Research: Lessons for Practice. Public Administration Review, 77(4), 529–542. doi:10.1111/puar.12796.

Miao, Q., Eva, N., Newman, A., & Schwarz, G. (2019). Public service motivation and performance: The role of organizational identification. Public Money and Management, 39(2), 77–85. doi:10.1080/09540962.2018.1556004.

Simon, C. A., & Moltz, M. C. (2022). Confidence in Merit-Based Public Administration in the Context of Right-Wing Authoritarian Populism. Administration and Society, 54(6), 995–1018. doi:10.1177/00953997211045609.

Surubaru, N. C. (2017). Administrative capacity or quality of political governance? EU Cohesion Policy in the new Europe, 2007–13. Regional Studies, 51(6), 844–856. doi:10.1080/00343404.2016.1246798.

Purwanto, A., Zuiderwijk, A., & Janssen, M. (2020). Citizen Engagement with Open Government Data: A Systematic Literature Review of Drivers and Inhibitors. International Journal of Electronic Government Research, 16(3), 1–25. doi:10.4018/IJEGR.2020070101.

Van der Wal, Z., Mussagulova, A., & Chen, C. A. (2021). Path-Dependent Public Servants: Comparing the Influence of Traditions on Administrative Behavior in Developing Asia. Public Administration Review, 81(2), 308–320. doi:10.1111/puar.13218.

Song, M., An, S. H., & Meier, K. J. (2021). Quality standards, implementation autonomy, and citizen satisfaction with public services: cross-national evidence. Public Management Review, 23(6), 906–928. doi:10.1080/14719037.2020.1730939.

Tavares, A. F., Pires, S. M., & Teles, F. (2022). Voice, responsiveness, and alternative policy venues: An analysis of citizen complaints against the local government to the national Ombudsman. Public Administration, 100(4), 1054–1072. doi:10.1111/padm.12787.

Schuster, C., Mikkelsen, K. S., Correa, I., & Meyer-Sahling, J. H. (2022). Exit, Voice, and Sabotage: Public Service Motivation and Guerrilla Bureaucracy in Times of Unprincipled Political Principals. Journal of Public Administration Research and Theory, 32(2), 416–435. doi:10.1093/jopart/muab028.

Terracciano, B., & Graziano, P. R. (2016). EU Cohesion Policy Implementation and Administrative Capacities: Insights from Italian Regions. Regional and Federal Studies, 26(3), 293–320. doi:10.1080/13597566.2016.1200033.

Wei, Y., Guo, Y., & Su, J. (2021). Dancing on a tightrope: The reputation management of local governments in response to public protests in China. Public Administration, 99(3), 547–562. doi:10.1111/padm.12699.

Vogl, T. M., Seidelin, C., Ganesh, B., & Bright, J. (2020). Smart Technology and the Emergence of Algorithmic Bureaucracy: Artificial Intelligence in UK Local Authorities. Public Administration Review, 80(6), 946–961. doi:10.1111/puar.13286.

Schott, C., Neumann, O., Baertschi, M., & Ritz, A. (2019). Public Service Motivation, Prosocial Motivation and Altruism: Towards Disentanglement and Conceptual Clarity. International Journal of Public Administration, 42(14), 1200–1211. doi:10.1080/01900692.2019.1588302.

Young, M. M. (2020). Implementation of Digital-Era Governance: The Case of Open Data in U.S. Cities. Public Administration Review, 80(2), 305–315. doi:10.1111/puar.13156.

Hair, J., Anderson, R., Tatham, R., Black, W. (2018). Multivariate data analysis. Prentice-Hall, New Jersey, United States.

Krogh, A. H., & Triantafillou, P. (2024). Developing New Public Governance as a public management reform model. Public Management Review, 26(10), 3040–3056. doi:10.1080/14719037.2024.2313539.

Munir, S., Sadiq, S., Abbas, N., & Rasul, F. E-Governance initiatives and citizen participation at global perspective: Systematic literature review. Sustainable Business and Society in Emerging Economies, 6(3), 317–336. doi:10.26710/sbsee.v6i3.3089.

Madjid, U. (2024). Quality of Public Services: The Role of State Civil Apparatus in Realizing Good Governance. Journal of Ecohumanism, 3(7), 4804–4809. doi:10.62754/joe.v3i7.4590.

Susanto, H., & Makmur, H. (2024). The influence of information technology, administrative management and knowledge management practices on the success of e-government in Indonesia. International Journal of Data and Network Science, 8(4), 2119–2126. doi:10.5267/j.ijdns.2024.6.019.

Li, H. (2024). Smart Practice of Integrating Administrative Management and Human Resources of Chinese Local Governments under the Background of Digital Transformation. Lex Localis, 22(3), 209–227. doi:10.52152/22.3.209-227(2024).

Acceptance Rate:	21%
Review Speed:	74 days
Issue Per Year:	6
Number of Volumes:	7
Number of Issues:	44
Number of Articles:	493
Number of Reviewers:	1187
Number of Contributors:	1394
Contributing Countries:	83
No. of WoS Citations:	2609
No. of Scopus Citations:	2936
No. of Google Citations:	4161
Google h-index:	29
Google i10-index:	126
Abstract Views:	681,807
PDF Download:	492,524

Legal Policy Applications for Enhancing the Quality of Public Administrative Services

Authors

Downloads

Downloads

Login

submission

Publisher & Affiliated Societies

Indexing & Abstracting

SidebarMenu

IndexedBy

Indexing and Abstracting

twitter

Social Media

Analytics

Analytics

Information

Most Cited Articles

Digital Transformation: Opportunities and Challenges for Leaders in the Emerging Countries in Response to Covid-19 Pandemic

Optical and Structural Characterization of Bi2FexNbO7 Nanoparticles for Environmental Applications

Thermal Regeneration and Reuse of Carbon and Glass Fibers from Waste Composites

Impediments of Green Finance Adoption System: Linking Economy and Environment

Address

Contact Info:

Legal Policy Applications for Enhancing the Quality of Public Administrative Services

Authors

Downloads

Downloads

Login

submission

Publisher & Affiliated Societies

Indexing & Abstracting

SidebarMenu

social

Journal Imprint

Journal Metrics

IndexedBy

Indexing and Abstracting

twitter

Social Media

Analytics

Analytics

Information

Most Cited Articles

Digital Transformation: Opportunities and Challenges for Leaders in the Emerging Countries in Response to Covid-19 Pandemic

Optical and Structural Characterization of Bi2FexNbO7 Nanoparticles for Environmental Applications

Thermal Regeneration and Reuse of Carbon and Glass Fibers from Waste Composites

Impediments of Green Finance Adoption System: Linking Economy and Environment