The quality of online public administrative services in Hanoi: An evaluation based on practical usage


Authors

  • Pham Ngoc Huong Quynh VNU University of Economics and Business
  • Nguyen Thi Ngoc Mai Academy of Public Administration and Governance
DOI: https://doi.org/10.57110/vnu-jeb.v5i5.484

Keywords:

Service quality, online public services, practical usage, Hanoi

Abstract

This study aims to evaluate the quality of online public administrative services through user experiences in Hanoi. Survey results from 209 users who experienced level 3 and 4 online public services in Hanoi were utilized for the analysis. The data were processed using SPSS 20 and Amos 20 software, with SEM techniques applied to test the proposed research model and hypotheses. The findings reveal that the information quality factor has the strongest impact on the quality of online public administrative services in Hanoi, followed by the system quality factor. Other influencing factors include system reliability, efficiency, and support. Based on these results, the Hanoi government and relevant organizations can implement measures to improve the quality of online public administrative services to enhance citizen satisfaction.

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25-10-2025

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Pham Ngoc Huong Quynh, & Nguyen Thi Ngoc Mai. (2025). The quality of online public administrative services in Hanoi: An evaluation based on practical usage. VNU JOURNAL OF ECONOMICS AND BUSINESS, 5(5), 69. https://doi.org/10.57110/vnu-jeb.v5i5.484

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