The roles of perception, transparency, trust and perceived social equity in enhancing citizen satisfaction in the public sector

Governments nowadays are being more attentive to the importance of gaining citizens' satisfaction and trust, knowing that their trust would maintain political stability, allowing them to have more control and function easily and more effectively. One of the influencers of citizens' satisfaction is the public sector services and the performance of the employees in this sector. This research studies the micro performance theory by studying the relation between the performance of the ministry of education and higher education in Lebanon and citizen satisfaction. To study this relation a survey was conducted to study the level of citizen satisfaction toward the ministry's performance. The survey also assessed the performance of the Ministry of Education and Higher Education employees from the citizens' perspective. Our research also compared the public and private university graduates' satisfaction towards the ministry's performance since the survey was distributed online to graduated students among the Lebanese public university and graduates from different Lebanese private universities. The result of the survey along with existing data was analyzed to study the impact of the ministry's performance towards citizen satisfaction leading to a conclusion regarding the effect on the level of citizen's trust towards government institutes.

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Co-Production at the Brink

Advances in Public Policy and Administration - Processual Perspectives on the Co-Production Turn in Public Sector Organizations ◽

10.4018/978-1-7998-4975-9.ch010 ◽

2021 ◽

pp. 176-194

Author(s):

Kristiane Marie Fjaer Lindland

Keyword(s):

Public Sector ◽

Public Services ◽

Social Equity ◽

Social Processes ◽

Democratic Participation ◽

The Public ◽

The Social ◽

The Individual

Co-production in the public sector can contribute to enhancing sustainability, social equity and democracy in society. Nevertheless, the citizens in greatest need of enhanced social equity and increased democratic participation are often considered less capable of taking part in co-production projects. Embedded in an understanding of co-production-as-practice, this chapter shifts the attention from focusing on the abilities of the individual to focusing on the social processes of becoming. This processual understanding provides possibilities for coming to grips with how highly marginalised citizens both influence and are influenced by the ability of public staff to realise better solutions within public services. The chapter contributes to widening the processual understandings of co-production by seeing resources, capabilities and empowerment as dynamic elements emerging in the present through social processes. Consequently, it illustrates how social equity and inclusiveness can be produced through the co-constitutive processes of becoming.

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Antecedents and Consequences of Trust in Public Sector Websites and Social Media

EMAJ Emerging Markets Journal ◽

10.5195/emaj.2020.182 ◽

2020 ◽

Vol 10 (1) ◽

pp. 21-29

Author(s):

Hüseyin İnce ◽

Salih Zeki İmamoğlu ◽

Hülya Türkcan ◽

Gülsüm Akca

Keyword(s):

Social Media ◽

Public Sector ◽

Information And Communication Technologies ◽

Communication Technologies ◽

Perceived Usefulness ◽

Citizen Satisfaction ◽

The Public ◽

Information And Communication ◽

Social Media Service ◽

Antecedents And Consequences

Rapidly developing information and communication technologies have an influence on the whole world and have become an ordinary part of everyday life. Not only people, but businesses and governments are affected by these changes. In this respect, governments use several online media platforms as their own digital face and thus keep pace with the developing technology. Considering the lacks in previous researches, the aim of this paper is to investigate the critical factors influencing the citizens' trust in public sector websites and social media and also the relationship among trust in the public sector, citizen satisfaction and trust in public sector websites and social media. By studying 607 citizens who are users of the website or social media service belonging to the municipalities in Turkey, we found that: (i) perceived quality, perceived usefulness, and facilitation conditions are the factors that affect the citizens' trust in public sector websites and social media, (ii) trust in the public sector websites and social media affects trust in the public sector and, (iii) trust in the public sector affects citizen satisfaction.

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Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

The TQM Journal ◽

10.1108/tqm-12-2019-0274 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Evangelos Psomas ◽

Nancy Bouranta ◽

Maria Koemtzi ◽

Efthalia Keramida

Keyword(s):

Public Sector ◽

Service Quality ◽

Linear Regression Analysis ◽

Policy Decision ◽

Content Type ◽

Citizen Satisfaction ◽

The Public ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

The Impact

PurposeCitizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.Design/methodology/approachA questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.FindingsAccording to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.Originality/valueThe present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

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