Bureaucratic contacts and their impact on citizen satisfaction with local government agencies: The influence of expectation

Abstract

This study investigates key aspects of administrative process in citizen contacts with local government agencies and their impact on citizen satisfaction with those agencies in an institutional context of limited accountability and channels for obtaining information of public service outcomes and performance. Using survey data collected in a Chinese city district, we examine the effect of administrative processes—the quality and results of citizens’ bureaucratic contacts—on their satisfaction with local police departments and the role of citizens’ expectation in this relationship. The findings indicate that both quality and results of bureaucratic contacts are significantly related to citizen satisfaction. Additionally, the relationships of citizen satisfaction and bureaucratic contacts are moderated by citizens’ expectation on the performance of local government agencies. The results suggest that using proper communication strategies, which help shape citizen expectation, and improving citizens’ experiences in the administrative processes are important practices that could increase citizen satisfaction.

Exploring Citizen Initiated Contacts and the Role of Local Councilors in Problem Resolution: Evidence From Pakistan

“…The CIC research in developing countries requires more attention as prior work has focused on Western contexts (Wang et al, 2021). This study contributes distinctive and robust evidence from Pakistan, which is a scarcely researched setting and so advances conceptual debates.…”

“…Citizen-initiated contacts (CICs) are an important and prevalent form of civic engagement and political participation where citizens reach out to government representatives or agencies to request services, voice concerns, or resolve issues (Hero, 1986;J. Thomas, 1982;Wang et al, 2021). As local governance structures have decentralized in many developing countries, understanding citizen outreach to local leaders rather than bureaucrats provides insights into accountability relations and drivers of civic participation (Agresti, 1990;Johnson et al, 2005).…”

“…As local governance structures have decentralized in many developing countries, understanding citizen outreach to local leaders rather than bureaucrats provides insights into accountability relations and drivers of civic participation (Agresti, 1990;Johnson et al, 2005). Yet research on CICs in developing contexts remains limited (Wang et al, 2021). This study helps fill this gap through its quantitative analysis of factors shaping whether citizens contact local councilors or administrators in two city districts of Pakistan.…”

Citizen satisfaction with public service delivery: A test of alternative theories

“…Nevertheless, direct contact with bureaucrats for service delivery affects the level of satisfaction with even more regulatory-oriented services such as policing. Using survey data collected in a Chinese city district, Wang et al (2021) examined the effect of citizens' bureaucratic contacts in administrative processes on their satisfaction with local police departments. The findings indicate that both the quality and results of bureaucratic contacts are significantly related to citizen satisfaction with these processes.…”

From poverty to trust: Political implications of the anti-poverty campaign in China

“…Fairness, bureaucratic efficiency, and responsiveness are considered critical dimensions of quality in citizen contact with bureaucracy, which affect their attitudes toward service providers (Serra, 1995). Evidence in China also demonstrates that the quality of bureaucratic contact with police (Wang et al, 2021) changes citizens' attitude toward the government. Individuals' experience with unfair treatment from the government plays the strongest role in promoting collective action participation in China (Tang, 2016: 115) Elite-mass interaction in China has its deep roots in the party's 'Mass Line' (qunzhong luxian) ideology.…”