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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
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    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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.
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    Cited by:

    1. Siti Hajjar Mohd Amin & Aida Abdullah, 2025. "Managing Expectations or Delivering Performance? Testing The Expectancy-Disconfirmation Model in Public Service Responsiveness," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(9), pages 4743-4750, September.

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    JEL classification:

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

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