TY - JOUR
T1 - Quality of Service, Expectation, Satisfaction and Trust in Public Institutions
T2 - The Abu Dhabi Citizen Satisfaction Survey
AU - Badri, Masood
AU - Al Khaili, Mugheer
AU - Al Mansoori, Rashed Lahej
N1 - Publisher Copyright:
© 2015 Taylor & Francis.
PY - 2015/9/2
Y1 - 2015/9/2
N2 - 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.
AB - 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.
KW - Abu Dhabi
KW - Citizen Satisfaction
KW - Service Quality
KW - Trust in Government
UR - http://www.scopus.com/inward/record.url?scp=84949627364&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84949627364&partnerID=8YFLogxK
U2 - 10.1080/02185377.2015.1055773
DO - 10.1080/02185377.2015.1055773
M3 - Article
AN - SCOPUS:84949627364
SN - 0218-5377
VL - 23
SP - 420
EP - 447
JO - Asian Journal of Political Science
JF - Asian Journal of Political Science
IS - 3
ER -