IDEAS home Printed from https://ideas.repec.org/a/mth/jpag88/v10y2020i4p100-117.html
   My bibliography  Save this article

Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model

Author

Listed:
  • Siti Daleela Mohd Wahid
  • Siti Hajjar Mohd Amin
  • Abdul Jalil Mohamed Ali
  • Abdul Jalil Mohamed Ali
  • Aida Abdullah
  • Siti Mariam Ali

Abstract

Citizen-centricity satisfaction is a recent phenomenon spreading around the world. It is of growing interest to scholars and many papers are focused on this area. This paper aims at revealing factor that predict a citizen satisfaction during pandemic outbreak in public service delivery. A massive number of theories and past scholars have carried out studies on the factors influencing citizen satisfaction, which resulted in a list containing large volume of variables. There was a need to generalize factors that capable to form a universal citizen satisfaction model. This research utilizing citizen-centric demands of transformational government model as the theoretical foundation in citizen satisfaction in public service context. 346 citizens conveniently were selected as respondents, at the same time as information become amassed via online surveys. The information become then analyzed via the use of AMOS software. The structural equation modelling (SEM) was executed to develop the measurement model. The results exhibit that goodness of fit, construct reliability, convergent validity and discriminant validity achieved the overall fitness threshold to model citizen satisfaction. This research contributes to shed light on the literature via examining the elements of citizen-centric demands of transformational government model namely openness, responsiveness, transparency and participation in citizen satisfaction.

Suggested Citation

  • Siti Daleela Mohd Wahid & Siti Hajjar Mohd Amin & Abdul Jalil Mohamed Ali & Abdul Jalil Mohamed Ali & Aida Abdullah & Siti Mariam Ali, 2020. "Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model," Journal of Public Administration and Governance, Macrothink Institute, vol. 10(4), pages 100117-1001, December.
    • Handle: RePEc:mth:jpag88:v:10:y:2020:i:4:p:100-117
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/jpag/article/download/17586/13900
    Download Restriction: no
    File URL: http://www.macrothink.org/journal/index.php/jpag/article/view/17586
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jue Young Mok, 2020. "Proposed non-linear relation between satisfaction with government performance and co-production: an initial empirical test," Public Management Review, Taylor & Francis Journals, vol. 22(3), pages 432-451, March.
    2. Stephan Grimmelikhuijsen & Gregory A. Porumbescu, 2017. "Reconsidering the expectancy disconfirmation model. Three experimental replications," Public Management Review, Taylor & Francis Journals, vol. 19(9), pages 1272-1292, October.
    3. Sepasgozar, Samad M.E. & Hawken, Scott & Sargolzaei, Sharifeh & Foroozanfa, Mona, 2019. "Implementing citizen centric technology in developing smart cities: A model for predicting the acceptance of urban technologies," Technological Forecasting and Social Change, Elsevier, vol. 142(C), pages 105-116.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Scott, Stephanie & Hughes, Paul & Hodgkinson, Ian & Kraus, Sascha, 2019. "Technology adoption factors in the digitization of popular culture: Analyzing the online gambling market," Technological Forecasting and Social Change, Elsevier, vol. 148(C).
    2. Łukasz Brzeziński & Magdalena Krystyna Wyrwicka, 2022. "Fundamental Directions of the Development of the Smart Cities Concept and Solutions in Poland," Energies, MDPI, vol. 15(21), pages 1-52, November.
    3. Lyu, Tu & Chen, Hao & Guo, Yulin, 2023. "Investigating innovation diffusion, social influence, and personal inner forces to understand people's participation in online e-waste recycling," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    4. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    5. Zongfeng Sun & Jintao Li, 2019. "Citizens’ Satisfaction with Air Quality and Key Factors in China—Using the Anchoring Vignettes Method," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    6. Kummitha, Rama Krishna Reddy, 2020. "Why distance matters: The relatedness between technology development and its appropriation in smart cities," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
    7. Jiman Park & Byungyun Yang, 2020. "GIS-Enabled Digital Twin System for Sustainable Evaluation of Carbon Emissions: A Case Study of Jeonju City, South Korea," Sustainability, MDPI, vol. 12(21), pages 1-21, November.
    8. Fatemeh Mohammad Ebrahimzadeh Sepasgozar & Usef Ramzani & Sabbar Ebrahimzadeh & Sharifeh Sargolzae & Samad Sepasgozar, 2020. "Technology Acceptance in e-Governance: A Case of a Finance Organization," JRFM, MDPI, vol. 13(7), pages 1-17, June.
    9. Angelidou, M. & Politis, C. & Panori, A. & Bakratsas, T. & Fellnhofer, K., 2022. "Emerging smart city, transport and energy trends in urban settings: Results of a pan-European foresight exercise with 120 experts," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    10. Marimuthu, Malliga & D'Souza, Clare & Shukla, Yupal, 2022. "Integrating community value into the adoption framework: A systematic review of conceptual research on participatory smart city applications," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    11. Jadrić, Mario & Mijač, Tea & Ćukušić, Maja, 2020. "Identifying Costs and Benefits of Smart City Applications from End-users' Perspective," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 398-409, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    12. Victor Bunster & Waldo Bustamante, 2019. "Structuring a Residential Satisfaction Model for Predictive Personalization in Mass Social Housing," Sustainability, MDPI, vol. 11(14), pages 1-30, July.
    13. Anna Eliza Wolnowska & Lech Kasyk, 2022. "Transport Preferences of City Residents in the Context of Urban Mobility and Sustainable Development," Energies, MDPI, vol. 15(15), pages 1-32, August.
    14. Zaheer Allam & Ayyoob Sharifi & Damien Giurco & Samantha A. Sharpe, 2021. "On the Theoretical Conceptualisations, Knowledge Structures and Trends of Green New Deals," Sustainability, MDPI, vol. 13(22), pages 1-25, November.
    15. Giovanni Baldi & Antonietta Megaro & Luca Carrubbo, 2022. "Small-Town Citizens’ Technology Acceptance of Smart and Sustainable City Development," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
    16. Sheen Low & Fahim Ullah & Sara Shirowzhan & Samad M. E. Sepasgozar & Chyi Lin Lee, 2020. "Smart Digital Marketing Capabilities for Sustainable Property Development: A Case of Malaysia," Sustainability, MDPI, vol. 12(13), pages 1-40, July.
    17. Aravindi Samarakkody & Dilanthi Amaratunga & Richard Haigh, 2023. "Technological Innovations for Enhancing Disaster Resilience in Smart Cities: A Comprehensive Urban Scholar’s Analysis," Sustainability, MDPI, vol. 15(15), pages 1-22, August.
    18. Laurent Scaringella & Anna Górska & Dennis Calderon & Jose Benitez, 2022. "Should we teach in hybrid mode or fully online? A theory and empirical investigation on the service–profit chain in MBAs," Post-Print hal-03519796, HAL.
    19. Aldona Podgórniak-Krzykacz & Justyna Przywojska & Justyna Wiktorowicz, 2020. "Smart and Age-Friendly Communities in Poland. An Analysis of Institutional and Individual Conditions for a New Concept of Smart Development of Ageing Communities," Energies, MDPI, vol. 13(9), pages 1-23, May.
    20. Tseng, Hsiao-Ting & Aghaali, Niloofar & Hajli, Dr Nick, 2022. "Customer agility and big data analytics in new product context," Technological Forecasting and Social Change, Elsevier, vol. 180(C).

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mth:jpag88:v:10:y:2020:i:4:p:100-117. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/jpag .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.