Increasing Citizen Satisfaction with E-Public Administration : SERVQUAL and Holistic Governance Model in Comparison (Selected Literature Review)

Nguyen, Thuy Chi and Makó, Csaba (2026) Increasing Citizen Satisfaction with E-Public Administration : SERVQUAL and Holistic Governance Model in Comparison (Selected Literature Review). In: Central and Eastern European eDem and eGov Days 2025 (CEEeGov 2025). ACM Press, New York, pp. 25-31. ISBN 9798400721977

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Abstract

The computerization of public services, accelerated by the widespread adoption of artificial intelligence (AI), is transforming fundamentally governments’ dealings with citizens. The shift away from the older human-to-human to human-to-technology-based interfaces calls for fresh methodologies of measuring the quality of e-public services, particularly within the framing of sustainable and inclusive governance. Amongst the most widely recognized evaluation tools are the SERVQUAL model, measuring the gap between perceived service delivery and citizen expectations, and the Holistic Governance Model (HGM), which takes a more integrated, people-oriented approach across governance dimensions. This paper conducts a comparative literature review of the two frameworks, their relevance and applicability in the United Nations Sustainable Development Goals (SDGs) context, with a focus on Goal 16 (Peace, Justice, and Strong Institutions) and Goal 9 (Industry, Innovation, and Infrastructure). In doing so, it incorporates scholarly research on citizen satisfaction with digital public services and establishes methodological and conceptual trends. To ground these findings in practice, the paper takes a case study of Estonia’s X-Road platform to explore how socio-technical integration can contribute towards citizen confidence, institutional accountability, and quality services in digital government in line with broader global efforts to build strong, transparent, and participatory public institutions.

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