Effects of public-perceived administrative service quality on public satisfaction, government reputation and public trust: An empirical analysis based on the local governments of China

Abstract

This article sets out to probe into the process and mechanism for government's administrative service quality to influence public satisfaction, government reputation and public trust. It also explores the relationship among satisfaction, government reputation and public trust. Extant studies have confirmed the six dimensions of public-perceived administrative service quality, i.e., convenience, responsiveness, transparency, legitimacy, effectiveness and competence. This article explores how the six dimensions of public-perceived administrative service quality influence public satisfaction, government reputation as well as public trust in a disaggregated approach. According to the empirical model developed in this article, it is found that public-perceived administrative service quality has a positive impact on public satisfaction, government reputation and public trust.

What motivates individual public service motivation and cooperation at the initial stage of the COVID‐19 outbreak: A cross‐sectional survey

“…Similarly, previous research has suggested that governmental performance that reflects convenience, responsiveness, effectiveness, and competence when delivering public services positively affects public satisfaction. 36 Similar to latest evidence indicates that public confidence has been rising steadily over the past decade in China, 11 even in the initial stage of the COVID‐19 outbreak 2 , 3 and the control phase of the COVID‐19 outbreak, 4 , 6 further boosting public support and cooperative behaviour among the public. 11 Our study demonstrates that the delivery of high‐quality public services, as perceived by the public, had a positive impact on public satisfaction, the government's reputation, and public trust at the initial stage of the COVID‐19 pandemic.…”