Citizen satisfaction with public services and institutions

Prior expectations are an important determining factor of how citizens evaluate politicians, government and public services. Typically, citizen expectations are divided into two main categories: predictive (“will”) expectations and normative (“should”) expectations. Theories of expectations say that predictive expectations are the sterile and indifferent prediction of future events, while normative expectations have a foundation in personal norms and values and express how the world should look according to the individual. Therefore, normative expectations should have antecedents more closely related to the individual’s personality than predictive expectations. However, these theoretical claims regarding the nature of the two different expectation types have not yet been tested empirically. Examining broad personality traits (Big Five) and The Maximizing Tendency trait, this exploratory study analyzes whether different personality antecedents explain the two types of expectations. Results show that the personality traits agreeableness, conscientiousness, and openness correlate positively, and extraversion negatively, with normative expectations. None of the traits correlate with predictive expectations. These results have implications for politicians’ efforts to shape citizens’ expectations, the citizen satisfaction literature, including work considering the expectation-disconfirmation model, and for further research on citizen expectations.

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Citizens and expatriates satisfaction with public services in Qatar – evidence from a survey

International Journal of Social Economics ◽

10.1108/ijse-03-2018-0118 ◽

2019 ◽

Vol 46 (3) ◽

pp. 326-337

Author(s):

Nada Abdelkader Benmansour

Keyword(s):

Public Services ◽

Empirical Studies ◽

Content Type ◽

Face To Face ◽

Citizen Satisfaction ◽

The Public ◽

Local Public Services ◽

Level Of Satisfaction ◽

Determinants Of Satisfaction ◽

Positive Feelings

Purpose The purpose of this paper is to analyze citizens’ and expatriates’ satisfaction with public service delivery in Qatar, one of the world’s highest per capita incomes countries. Design/methodology/approach The author uses a 2017 survey conducted in Qatar among both Qatari and expatriates’ respondents. The scientifically grounded sample consisted of 1,356 respondents, who were 18 years of age and older. The data were collected through a face-to-face survey. The focus was on citizen satisfaction with basic public services such as education, health, roads and infrastructure, water and electricity and government services. The author uses logit and regression analysis to estimate the determinants of satisfaction. Findings Expatriates hold more positive feelings about local public services than citizens. The highest levels of satisfaction are with government offices and the lowest levels of satisfaction are with independent schools. The dispersion by municipality is less significant as there is no municipality where citizens and expatriates are totally satisfied with all the public services provided. Research limitations/implications Qatar has one of the fastest population growth and highest migrant population which makes the question of the satisfaction with public services unique. And, since the blockade on Qatar in May 2017 and the environment of economic restriction, the issue becomes even more critical. Originality/value Until now, there have been no empirical studies published analyzing the level of satisfaction with public services in Qatar for citizens and for expatriates.

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Outsourcing, bureaucratic personnel quality and citizen satisfaction with public services

Public Administration ◽

10.1111/padm.12387 ◽

2018 ◽

Vol 96 (1) ◽

pp. 218-233 ◽

Cited By ~ 4

Author(s):

Carl Dahlström ◽

Marina Nistotskaya ◽

Maria Tyrberg

Keyword(s):

Public Services ◽

Citizen Satisfaction

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Improving Citizen Satisfaction Index on Educational Study Program

Jurnal Ilmiah Administrasi Publik ◽

10.21776/ub.jiap.2020.006.02.8 ◽

2020 ◽

Vol 006 (02) ◽

pp. 219-223

Author(s):

Hermawan Hermawan ◽

Erlita Cahyasari ◽

Lestari Eko Wahyudi

Keyword(s):

Public Service ◽

Public Services ◽

Evaluation Framework ◽

Study Program ◽

Citizen Satisfaction ◽

Satisfaction Index ◽

Services Delivery ◽

The Government ◽

Periodic Evaluation

This paper focus on the improvement on the quality of public services needs to be carried out sustainably, so that a periodic evaluation of public service delivery is needed. The government in the last decade has attempted to formulate an evaluation framework for public services delivery. This is proven from changes in regulations that dynamically follow the development needs. This research focuses on customer satisfaction in perceiving the service. The results show that there are several services that need to be improved.

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