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

Abstract

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.

Service Delivery between 2013 and 2021—A Systematic Review

“…Performance measurement theme assessed service delivery by government and private sector respectively. In Quatar, it was found that there was a higher level of satisfaction in public services compared to independent schools (Abdelkader Benmansour, 2019). Furthermore, Innovativeness, Good governance, Customer satisfaction and Quality healthcare were themes that if applied, would lead to quality service delivery while Corruption and Bureaucracy negatively affected service delivery.…”

“…No. of Articles Authors 1 Africa 11 (Abdulkareem & Mohd Ramli, 2021;Adaku et al, 2018;Akinboade et al, 2013;Biljohn & Lues, 2019;Falisse & Leszczynska, 2022;Kuye & Akinwale, 2020;Li et al, 2019;Masiya et al, 2019;Musenze & Mayende, 2019;Phiri, 2017;Tassabehji et al, 2019;Yusheng & Ibrahim, 2019) 2 Asia 20 (Abdullah et al, 2016;Anwer Anwer et al, 2016;Aruan et al, 2018;Abdelkader Benmansour, 2019;Chakraborty et al, 2021;Jain Gupta & Suri, 2017;Hwang et al, 2021;Kekez et al, 2018;Lanin & Hermanto, 2019;Nayak & Samanta, 2014;Nguyen et al, 2017;Rahman et al, 2021;Saxena, 2017;Siddiquee, 2016;Siddiquee, 2019;Siddiquee & Xavier, 2020;Smith, 2020;ur…”

Exploring the Determinants of Public Trust in Government in Somalia: An Empirical Analysis

“…Romero-Subia et al [18] argues that the effectiveness of the government's operations is greatly influenced by the quality of the public services it offers. Numerous studies, for example, Abdelkader Benmansour [44], indicate that a citizen's satisfaction with the quality of public services plays a crucial role in influencing that person's level of trust in the government. According to Mishra and Attri [45], citizens' confidence in the government increased due to using public services and interacting with the government.…”

“…[77], and the fourth item was "How satisfied are you with the nine elements listed below, such as housing, health care services, etc.?" [44]. The transparency of government was measured with 4-items, the first three items which are "Plans and programs for government administration are carried out openly", "Transparency is maintained throughout the administrative procedures", and "Residents can monitor development and general administration if enough information is made available" [81].…”