Citizen satisfaction research in public administration: A systematic literature review and future research agenda
By: Kim, Soojin Rho, Eunju and Teo, Yu Xuan Joycelyn
.
Material type: 
BookPublisher: American Review of Public Administration Description: 54(5), Jul, 2024: p.460-485.Subject(s): Citizen satisfaction, Systematic review, Antecedents, Outcomes, Satisfaction survey
In:
American Review of Public AdministrationSummary: This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academic attention as a performance measure to monitor and assess public service delivery, particularly at the local level. Despite substantial scrutiny in diverse research contexts, quantitative studies still predominate, mainly using secondary survey data in their research. Furthermore, we observed an absence of an agreed-upon definition for citizen satisfaction and an over-emphasis on the expectancy-disconfirmation model to explain the satisfaction process, highlighting the need for scholars to move beyond the performance-expectation dyad. While reviewing a set of environmental, organizational, and individual-level antecedents and outcomes, we noticed few scholars have considered the effects of moderating variables on citizen satisfaction. As such, our paper concludes by identifying a few underexplored research themes that could facilitate knowledge-building regarding citizen satisfaction.- Reproduced
https://journals.sagepub.com/doi/full/10.1177/02750740241237477
| Item type | Current location | Call number | Vol info | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Articles
|
Indian Institute of Public Administration | 54(5), Jul, 2024: p.460-485 | Available | AR133687 |
This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academic attention as a performance measure to monitor and assess public service delivery, particularly at the local level. Despite substantial scrutiny in diverse research contexts, quantitative studies still predominate, mainly using secondary survey data in their research. Furthermore, we observed an absence of an agreed-upon definition for citizen satisfaction and an over-emphasis on the expectancy-disconfirmation model to explain the satisfaction process, highlighting the need for scholars to move beyond the performance-expectation dyad. While reviewing a set of environmental, organizational, and individual-level antecedents and outcomes, we noticed few scholars have considered the effects of moderating variables on citizen satisfaction. As such, our paper concludes by identifying a few underexplored research themes that could facilitate knowledge-building regarding citizen satisfaction.- Reproduced
https://journals.sagepub.com/doi/full/10.1177/02750740241237477
There are no comments for this item.