Applying the SERVPERF model to study residents’satisfaction with the quality of apartment buildings in Hanoi

Abstract

This study evaluates the satisfaction of residents in apartment complexes in Hanoi based on the SERVPERF model, which includes the factors: Tangibles, Reliability, Responsiveness, Empathy, and Assurance. The analysis results show that the measurement scales achieve high reliability with Cronbach's Alpha ranging from 0.839 to 0.900, except for the “Service Fee” factor with a value of 0.756. Regression analysis confirms that “Assurance” and “Empathy” have the strongest impact on satisfaction, while other factors such as “Tangibles,” “Responsiveness,” and “Reliability” have insignificant effects. To improve service quality, efforts should focus on enhancing staff competencies, upgrading facilities, and investing in public amenities.