scholarly journals An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation

2019 ◽  
Vol 07 (04) ◽  
pp. 243-258
Author(s):  
Rashmi Chatterjee ◽  
Rathny Suy
Keyword(s):  
Public Service ◽  
Citizen Satisfaction ◽  
Expectancy Disconfirmation

Exploring Managerial Attitudes Toward Various Participation Mechanisms in Response to Citizen Satisfaction Signals on Public Service Quality

2021 ◽  
pp. 009539972110483
Author(s):  
Youngmin Oh ◽  
Heontae Shin ◽  
Jongsun Park
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Public Service ◽  
Essential Role ◽  
Negativity Bias ◽  
Positive Signal ◽  
Citizen Satisfaction ◽  
Public Managers ◽  
Participation Mechanisms

This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial to examine how public managers use participation mechanisms, reacting to citizen satisfaction signals on public service quality. The results confirm a negativity bias: Managers are more reactive to citizens’ negative signals than a positive signal in their service quality evaluations. However, the negative signal’s effect does not reach the participation tools, where the degree of their decision-making is highly delegated to citizens.

scholarly journals An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

2018 ◽  
Vol 5 (3) ◽  
pp. 43-59 ◽  
Author(s):  
Chenghan Ming ◽  
Tao Chen ◽  
Qi Ai
Keyword(s):  
Service Quality ◽  
Public Service ◽  
User Satisfaction ◽  
Local Governments ◽  
Information Quality ◽  
System Quality ◽  
Quality Model ◽  
Citizen Satisfaction ◽  
Set Up ◽  
The Impact

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.

scholarly journals THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE AND CITIZEN SATISFACTION – A STUDY IN DALAT CITY

2011 ◽  
Vol 14 (2) ◽  
pp. 73-79
Author(s):  
Hoang Duy Cao ◽  
Hau Nguyen Le
Keyword(s):  
Public Administration ◽  
Survey Data ◽  
Public Service ◽  
Sem Analysis ◽  
Professional Skills ◽  
Administrative Services ◽  
Citizen Satisfaction ◽  
Administrative Service

This study developes and tests a model of quality in the field of public administration services. Survey data includes 314 individuals and organizations who have used five types of public service in Dalat city. SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect on people satisfaction. Implications for managers are drawn from the results of this study.

scholarly journals Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model

2020 ◽  
Vol 10 (4) ◽  
pp. 100
Author(s):  
Siti Daleela Mohd Wahid ◽  
Siti Hajjar Mohd Amin ◽  
Abdul Jalil Mohamed Ali ◽  
Abdul Jalil Mohamed Ali ◽  
Aida Abdullah ◽  
...  
Keyword(s):  
Public Service ◽  
Convergent Validity ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Discriminant Validity ◽  
Measurement Model ◽  
Citizen Satisfaction ◽  
Transformational Government ◽  
Massive Number ◽  
Shed Light

Citizen-centricity satisfaction is a recent phenomenon spreading around the world. It is of growing interest to scholars and many papers are focused on this area. This paper aims at revealing factor that predict a citizen satisfaction during pandemic outbreak in public service delivery. A massive number of theories and past scholars have carried out studies on the factors influencing citizen satisfaction, which resulted in a list containing large volume of variables. There was a need to generalize factors that capable to form a universal citizen satisfaction model. This research utilizing citizen-centric demands of transformational government model as the theoretical foundation in citizen satisfaction in public service context. 346 citizens conveniently were selected as respondents, at the same time as information become amassed via online surveys. The information become then analyzed via the use of AMOS software.  The structural equation modelling (SEM) was executed to develop the measurement model. The results exhibit that goodness of fit, construct reliability, convergent validity and discriminant validity achieved the overall fitness threshold to model citizen satisfaction. This research contributes to shed light on the literature via examining the elements of citizen-centric demands of transformational government model namely openness, responsiveness, transparency and participation in citizen satisfaction.

scholarly journals Factors Influencing Citizen Satisfaction in Getting Public Service (Case Study: The Service User of the Investment and One Stop Service Agency of Tanah Bumbu Regency in 2018)

2019 ◽  
Author(s):  
Muhammad Iqbal ◽  
Indriani Mahbubah
Keyword(s):  
Public Service ◽  
Significant Influence ◽  
Quantitative Data ◽  
Service Agency ◽  
Service Facility ◽  
Citizen Satisfaction ◽  
Factors Influencing ◽  
Ability Factor ◽  
One Stop

The present study explained factors influencing citizen satisfaction service in the Investment and One-Stop Service Agency of Tanah Bumbu Regency. In particular, this research analyses the level of citizen satisfaction and the extent to which Awareness, Rules, Organizational, Income, Skill-Ability, and Service Facility Factor influence Citizen Satisfaction. This study uses a mixed methodology with a sequential explanatory strategy. Using the incidental sampling with Slovin's Formula to calculate the number of samples is 93 respondents. The quantitative data were analyzed by the SmartPLS 3.0 program. The findings showed that the level of citizen satisfaction is included in the category "Satisfied". Furthermore, the variable of Citizen Satisfaction is influenced by variables of Awareness, Rules, Organizational, Income, Skill-Ability dan Service Facility Factor for 70,5%. Whereas Awareness, Rules, Organizational, and Skill-Ability Factor has a significant influence on Citizen Satisfaction. Besides, Income and Service Facility Factor do not have a significant influence on Citizen Satisfaction.

Is transparency a double-edged sword in citizen satisfaction with public service? Evidence from China’s public healthcare

2018 ◽  
Vol 28 (4) ◽  
pp. 484-506 ◽  
Author(s):  
Yongheng Yang
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Positive Impact ◽  
Perceived Value ◽  
Public Healthcare ◽  
Content Type ◽  
Citizen Satisfaction ◽  
Positive Effects ◽  
Starting Point ◽  
Quality Value

PurposeThe purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.Design/methodology/approachThis paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.FindingsThe classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.Research limitations/implicationsPerceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.Practical implicationsIn a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.Originality/valueThis paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.

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