TY - JOUR
T1 - Bureaucratic contacts and their impact on citizen satisfaction with local government agencies
T2 - The influence of expectation
AU - Wang, Feng
AU - Jun, Kyu Nahm
AU - Wang, Lili
PY - 2019/1/1
Y1 - 2019/1/1
N2 - 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 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.
AB - 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 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.
KW - Bureaucratic contacts
KW - citizen satisfaction
KW - expectation
KW - local government
UR - http://www.scopus.com/inward/record.url?scp=85064007686&partnerID=8YFLogxK
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U2 - 10.1177/0952076719840065
DO - 10.1177/0952076719840065
M3 - Article
AN - SCOPUS:85064007686
SN - 0952-0767
JO - Public Policy and Administration
JF - Public Policy and Administration
ER -