Quality of Service, Expectation, Satisfaction and Trust in Public Institutions
The Abu Dhabi Citizen Satisfaction Survey
Bibliographic Data
| ID | 6233702 |
|---|---|
| Authors | Masood Abdulla Badri (0000-0001-9767-288X), Masood Badri, Mugheer Al Khaili, Rashed Lahej Al Mansoori |
| Year | 2015 |
| Volume | 23 |
| Issue | 3 |
| Pages | 420-447 |
| Publication date | 2015-09-02 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Asian Journal of Political Science (JOURNAL) |
| Journal identifiers | ISSN: 0218-5377 • E-ISSN: 1750-7812 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/02185377.2015.1055773 |
| OpenAlex | W1941808304 |
| Language | EN |
| Citations received | 11 |
| References cited | 58 |
Structural equation modelling was utilised to develop and test three models while exploring the causality effect of constructs. The models hypothesised that trust in the government was a result of interactions of several other forces: namely, citizens' expectation, perception of service quality and satisfaction with these services. The article validates and replicates the findings on the question of causality between performance and trust. The findings were very consistent with the previous ones. The model incorporating citizen's demographic data provided the best fit. According to this model, citizen demographics, expectations and quality of services influence citizen satisfaction; and ultimately, citizen satisfaction influences trust in government. The perceived quality of all services provides significant standardised estimates. However, congestion in streets, parking facilities, parks and recreation and schools are the most salient drivers of citizen satisfaction. The variables of income, education level, years living in Abu Dhabi and marital status exert the highest influence on this satisfaction construct. Perception of quality of services has a significant effect on overall satisfaction; and overall satisfaction drives trust in local government officials. In addition, citizen expectation influences perceptions of the quality of service and overall satisfaction
Business · Government (linguistics · Marital status · Perception · Political science · Public relations · Quality (philosophy · Service (business · Service quality · Sociology · Structural equation modeling · Survey data collection · Computer Science · Customer Service Quality and Loyalty · Psychology · Public Policy and Administration Research · Social Psychology · Transportation Planning and Optimization · Marketing
Citizens’ expectations about public services
Institution efficiency satisfaction and emotional responses to the Covid-19 pandemic in Arab citizens of Israel
Evaluation of Citizens' Satisfaction With the Quality of Public Administrative Services in the Mekong Delta, Vietnam
European individuals’ satisfaction with national governments during the Covid-19 pandemic
Behavioral dynamic evaluation of infrastructure development in highly urbanized cities
Can Technology Work for Policing? Citizen Perceptions of Police-Body Worn Cameras
The power of protest on policing
Household acceptance of solar water heaters in South Africa
Ethical AI governance, trust and deepfake regulation in the UAE’s media landscape
Safety and security in Abu Dhabi
Factors affecting citizen satisfaction
People and politics in urban society.
Pieces of a Puzzle
Discovering the Impact of Community Policing
Experience, quality of life, and neighborhood context
Hybrid Forms Of Accountability
Reinventing Government
Testing Structural Equation Models
Structural Equations with Latent Variables
Basics of Structural Equation Modeling
Explaining Citizen Evaluations of Urban Services
From consultation to participatory governance? A critical review of citizen engagement strategies in Queensland
The Political Economy of Urban Service Distribution
Service Quality Variation across Urban Space
Citizen Feedback and Delivery of Urban Services
Expectations, performance, and citizen satisfaction with urban services
The Case For The Inexperienced User
The Analysis of Covariance Structures
Combating Social Exclusion in Europe
Performance Measurement Versus City Service Satisfaction
The Condition of Community Streets and Parks
Drivers and Consequences of Citizen Satisfaction
Coercion versus Choice
Importance‐performance Analysis of Citizen Satisfaction Surveys
Performance Measurement and Improvement
Political Alienation and Public Satisfaction with Police Services
Evaluation of goodness-of-fit indices for structural equation models
Tackling Social Exclusion in the European Union? The Limits to the New Orthodoxy of Local Partnership
Comparative fit indexes in structural models
Urban Policy Making and Subjective Service Evaluations
Delivering results on the ground
Explaining the Race Gap in Satisfaction with Urban Services
Citizen Satisfaction and Administrative Performance Measures
Citizen Satisfaction with Local Governance
Attitudes and Belief Systems Concerning Urban Services
Performance Measurement in Municipal Government
The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration
Citizen Satisfaction with Urban Services
The Performance-Trust Link
Subjective and Objective Measures of Police Service Delivery
A Multiple–Indicator Approach to Municipal Service Evaluation
Service Charters
Institutionalized Use of Citizen Surveys in the Budgetary and Policy-Making Processes
Promoting the Utilization of Performance Measures in Public Organizations
Local Governments' Use of Citizen Surveys
Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services
Race, Politics and Elites
The quality of municipal service
Satisfaction and happiness in a rural northern resource community
| Unique citing works | 11 |
|---|---|
| Citations per year | 1,83 |
| Citation span | 2020 - 2026 (7) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 11 |