Citizen Satisfaction with Local Governance: A Test of Individual, Jurisdictional, and City-Specific Explanations

DeHoog, Ruth Hoogland; Lowery, David; Lyons, William

doi:10.2307/2131828

Cited by 183 publications

(133 citation statements)

References 26 publications

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“…In this context, the relation between disconfirmation of expectations and satisfaction with public services is still barely explored (Roch and Poister, 2006), although there has been some research in this area, concluding that disconfirmation is positively related to satisfaction with public services (cf. Beck et al, 1990;DeHoog et al, 1990;Van Ryzin, 2004). …”

Section: Literature Review Expectations Perceptions and Satisfactionmentioning

confidence: 99%

Assessing Users' Perceptions on how to Improve Public Services Quality

Carvalho¹,

Brito²

2012

Public Management Review

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In order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens' expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portuguese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users' satisfaction. Satisfying and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter.

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Section: Literature Review Expectations Perceptions and Satisfactionmentioning

confidence: 99%

Assessing Users' Perceptions on how to Improve Public Services Quality

Carvalho¹,

Brito²

2012

Public Management Review

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“…7 Some studies to determine citizen satisfaction levels in relation to public services are based on demographic variables, such as citizens' race, age and sex or their income and dwelling ownership level (Dehoog, Lowery & Lyons, 1990). However, another way to measure this level of satisfaction is according to political effectiveness.…”

Section: Satisfaction and Imagementioning

confidence: 99%

“…However, another way to measure this level of satisfaction is according to political effectiveness. The feeling of integration into the community can equally affect the assessments about local service quality levels (DeHoog, Lowery & Lyons, 1990). …”

Section: Satisfaction and Imagementioning

confidence: 99%

“…On the other hand, a direct causal relationship is presupposed between the quality of a specific service and user satisfaction; that is, if quality increases, satisfaction is also expected to increase (Bouckaert & Van de Walle, 2003); cities with more and higherquality services will be more favourably perceived by their inhabitants than those with fewer and lower-quality services (DeHoog, Lowery & Lyons, 1990). Nevertheless, this relationship between quality and satisfaction is not always direct, due not only to the discrepancies between producers and consumers regarding their vision of quality and to changes in the expectations about services but also to their different characteristics (Bouckaert & Van de Walle, 2003).…”

Section: Satisfaction and Imagementioning

confidence: 99%

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Relationships with Citizens in Public Management: A Study at the Largest Spanish Town Halls

2012

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Abstract:The present paper provides an analysis of the relationships between citizens' participation and satisfaction in the context of Spanish local administrations; attention will equally be paid to the links between organisational size and participation and satisfaction levels. With these aims in mind, we examine the results of a survey questionnaire that was answered by 388 Human Resources (HR) managers from the largest Spanish Town Halls.The foundation for this paper stems from the change of paradigm which has taken place within the framework of public management towards New Public Management during the last few years. Amongst other things, this paradigm implies a new type of relationship between public administrations and citizens where the passive role of the latter as addressees of services in a situation of subordination is going to be replaced by a more active role performed in a context of greater equality. In this respect, a claim is made both to increase the degree of participation of citizens in public decisions and to ensure the delivery of public services which meet citizens' needs.

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“…Sesgando el juicio de calidad (Brown y Colter, 1983;Hoogland DeHoog et al, 1990;Lyons et al, 1992;Evans y Andersen, 2006;Calzada y Pino, 2008;Yang, 2010;Carreras y Carreras, 2011). El compromiso ideológico con el partido en el gobierno podría distorsionar el juicio de calidad sobre los servicios locales.…”

Section: Sumariounclassified

Los límites de la lealtad ideológica en la evaluación ciudadana del "performance" administrativo local

Rodrı́guez¹,

Romero²

2011

PapRevSoc

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ResumenCada vez son más los artículos que consideran la opinión ciudadana como información esencial para evaluar la acción administrativa local. La investigación reciente viene demostrando la presencia de un vínculo empírico entre la calidad percibida de los servicios locales y la intención de conducta favorable al titular del gobierno local. Debido a que la literatura científica también acumula evidencia de relación entre ideología y preferencia política, el propósito de este artículo ha consistido en averiguar cómo interviene la ideología en el impacto de la calidad percibida sobre la preferencia política, es decir, si lo anula o lo modera y en qué grado. Como los conceptos calidad percibida e intención de conducta son constructos enlazados causalmente, el tratamiento ha requerido el empleo de la metodología de ecuaciones estructurales (SEM). El análisis progresa verificando las hipótesis de espuridad y moderación, pero los datos van a rechazarlas y apuntar a un mecanismo explicativo no esperado. Una encuesta realizada en nueve localidades de la provincia de Valencia (España) ha permitido comprobar el sorprendente papel que la ideología está desempeñando en la formación de la intención política del ciudadano a partir de las evaluaciones del servicio. Palabras clave: evaluación de los servicios; escala multidimensional jerárquica; calidad percibida; opinión pública; modelos de ecuaciones estructurales; análisis de invarianza; ideología política; Administración local; preferencia política. Abstract. The limits of ideological loyalty in citizens' evaluation of local administrative performanceArticles increasingly consider public opinion as essential information for assessing the actions of local administrations. Recent research has demonstrated the existence of an empirical link between the perceived quality of local services and favorable behavioral

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Citizen Satisfaction with Local Governance: A Test of Individual, Jurisdictional, and City-Specific Explanations

Cited by 183 publications

References 26 publications

Assessing Users' Perceptions on how to Improve Public Services Quality

Assessing Users' Perceptions on how to Improve Public Services Quality

Relationships with Citizens in Public Management: A Study at the Largest Spanish Town Halls

Los límites de la lealtad ideológica en la evaluación ciudadana del "performance" administrativo local

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