IDEAS home Printed from https://ideas.repec.org/a/ibn/assjnl/v17y2021i10p77.html
   My bibliography  Save this article

Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’

Author

Listed:
  • Siwatt Pongpiachan
  • Thunyanee Pothisarn
  • Ketkanda Jaturongkachoke

Abstract

Previous studies highlighted the importance of soft indicators (e.g., quantitative sociological survey) influencing citizen satisfaction towards municipal service quality. Citizen satisfaction assessments have raised concerns over numerous independent parameters such as gender, age, and education on satisfaction levels toward administrative performance. It is also crucial to underline that the application of sociological survey for improving service quality is not well understood by municipal officers or scholars. To obtain substantial combined multiple indicators of service quality, it seems rationale to reconnoitre numerous parameters of citizen satisfaction and quantitatively investigate impacts of independent variables (e.g., gender, age, education) on corresponding satisfaction levels by using some advanced statistical tools. In this sociological assessment, a targeted population was constructed of Bangkok Metropolitan administration (BMA) stakeholders (n = 38,500), which are as follows- - Bangkok residents in 50 districts under the governance of BMA - Board committee, executive directors and general staff of 27 BMA offices This multiple dimensional analysis sociological survey data indicates that gender, age, and education play some important roles in governing municipal citizen satisfaction levels. Overall, the knowledge of relationship between citizen satisfaction levels and independent parameters can enhance the service quality of municipal administration.

Suggested Citation

  • Siwatt Pongpiachan & Thunyanee Pothisarn & Ketkanda Jaturongkachoke, 2021. "Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’," Asian Social Science, Canadian Center of Science and Education, vol. 17(10), pages 1-77, October.
    • Handle: RePEc:ibn:assjnl:v:17:y:2021:i:10:p:77
    as

    Download full text from publisher

    File URL: https://ccsenet.org/journal/index.php/ass/article/download/0/0/46034/49027
    Download Restriction: no
    File URL: https://ccsenet.org/journal/index.php/ass/article/view/0/46034
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Luis Vila & Belen Garcia-Mora, 2005. "Education and the Determinants of Job Satisfaction," Education Economics, Taylor & Francis Journals, vol. 13(4), pages 409-425.
    2. Hall, Judith A. & Dornan, Michael C., 1990. "Patient sociodemographic characteristics as predictors of satisfaction with medical care: A meta-analysis," Social Science & Medicine, Elsevier, vol. 30(7), pages 811-818, January.
    3. Mastro, T.D. & Kitayaporn, D. & Weniger, B.G. & Vanichseni, S. & Laosunthorn, V. & Uneklabh, T. & Uneklabh, C. & Choopanya, K. & Limpakarnjanarat, K., 1994. "Estimating the number of HIV-infected injection drug users in Bangkok: A capture-recapture method," American Journal of Public Health, American Public Health Association, vol. 84(7), pages 1094-1099.
    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. Hyojung Tak & Gregory Ruhnke & Ya-Chen Shih, 2015. "The Association between Patient-Centered Attributes of Care and Patient Satisfaction," The Patient: Patient-Centered Outcomes Research, Springer;International Academy of Health Preference Research, vol. 8(2), pages 187-197, April.
    2. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.
    3. Lannes, Laurence, 2015. "Improving health worker performance: The patient-perspective from a PBF program in Rwanda," Social Science & Medicine, Elsevier, vol. 138(C), pages 1-11.
    4. Simona Iammarino & Elisabetta Marinelli & Elisabetta Marinelli, 2011. "Is the Grass Greener on the other Side of the Fence? Graduate Mobility and Job Satisfaction in Italy," Environment and Planning A, , vol. 43(11), pages 2761-2777, November.
    5. Ildikó Szőcs & Balázs Dobi & Judit Lám & Károly Orbán-Kis & Unto Häkkinen & Éva Belicza & Dániel Bereczki & Ildikó Vastagh, 2020. "Health related quality of life and satisfaction with care of stroke patients in Budapest: A substudy of the EuroHOPE project," PLOS ONE, Public Library of Science, vol. 15(10), pages 1-22, October.
    6. Thi Xuan Hoa Nguyen & Thi Bich Ngoc Tran & Thanh Binh Dao & Galina Barysheva & Chien Thang Nguyen & An Ha Nguyen & Tran Si Lam, 2022. "Elderly People’s Adaptation to the Evolving Digital Society: A Case Study in Vietnam," Social Sciences, MDPI, vol. 11(8), pages 1-17, July.
    7. Damiano Fiorillo & Nunzia Nappo, 2014. "Job satisfaction in Italy: individual characteristics and social relations," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 41(8), pages 683-704, August.
    8. Mihee Park & Joonmo Kang, 2017. "Job satisfaction of non-standard workers in Korea: focusing on non-standard workers’ internal and external heterogeneity," Work, Employment & Society, British Sociological Association, vol. 31(4), pages 605-623, August.
    9. Lawson, Cornelia & Lopes-Bento, Cindy, 2024. "Miss or match? The impact of PhD training on job market satisfaction," Research Policy, Elsevier, vol. 53(3).
    10. Eugenia Fabra Florit & Luis Vila Lladosa, 2007. "Evaluation of the Effects of Education on Job Satisfaction: Independent Single-Equation vs. Structural Equation Models," International Advances in Economic Research, Springer;International Atlantic Economic Society, vol. 13(2), pages 157-170, May.
    11. Fabra, M. Eugenia & Camisón, Cesar, 2009. "Direct and indirect effects of education on job satisfaction: A structural equation model for the Spanish case," Economics of Education Review, Elsevier, vol. 28(5), pages 600-610, October.
    12. Benno Torgler, 2011. "Work Values in Western and Eastern Europe," CREMA Working Paper Series 2011-22, Center for Research in Economics, Management and the Arts (CREMA).
    13. Giancarlo MANZI & Pier Alda FERRARI, "undated". "Statistical methods for evaluating satisfaction with public services Abstract: Contrary to private enterprises, public enterprises can be unaware of the impact of their performance when providing serv," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
    14. Chen, Cathy W. S. & Lee, Shen-Ming & Hsieh, Ying-Hen & Ungchusak, Kumnuan, 1999. "A unified approach to estimating population size for a births only model," Computational Statistics & Data Analysis, Elsevier, vol. 32(1), pages 29-46, November.
    15. Vani K. Borooah, 2009. "Comparing levels of job satisfaction in the countries of Western and Eastern Europe," International Journal of Manpower, Emerald Group Publishing Limited, vol. 30(4), pages 304-325, July.
    16. Radin, Dagmar, 2013. "Does corruption undermine trust in health care? Results from public opinion polls in Croatia," Social Science & Medicine, Elsevier, vol. 98(C), pages 46-53.
    17. Martin Binder & Ann‐Kathrin Blankenberg, 2022. "Identity and well‐being in the skilled crafts and trades," Kyklos, Wiley Blackwell, vol. 75(2), pages 184-235, May.
    18. Wong, Yin-Ling Irene & Poulin, Stephen R. & Lee, Sungeun & Davis, Morris R. & Hadley, Trevor R., 2008. "Tracking residential outcomes of supported independent living programs for persons with serious mental illness," Evaluation and Program Planning, Elsevier, vol. 31(4), pages 416-426, November.
    19. Alexander, Matthew & MacLaren, Andrew & O’Gorman, Kevin & Taheri, Babak, 2012. "“He just didn’t seem to understand the banter”: Bullying or simply establishing social cohesion?," Tourism Management, Elsevier, vol. 33(5), pages 1245-1255.
    20. repec:jet:dpaper:dpaper391 is not listed on IDEAS
    21. Rosen, Per & Anell, Anders & Hjortsberg, Catharina, 2001. "Patient views on choice and participation in primary health care," Health Policy, Elsevier, vol. 55(2), pages 121-128, February.

    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:ibn:assjnl:v:17:y:2021:i:10:p:77. 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: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    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.