Performance information and learning effects on citizen satisfaction with public services

Yu Noda

Public Management Review, 2021, vol. 23, issue 12, 1833-1855

Abstract: This article examines the learning effects of citizen perceptions on satisfaction with public services. Using an experimental method with internet survey data in Michigan, the study observed the relationship between performance minus expectations (PME) and satisfaction became linear after providing concrete information, indicating that citizens’ antigovernment recognition can be modified by information. Moreover, the learning effect in counties was larger than in municipalities since citizens tend to clearly recognize services for regional governments. Governments should provide preferential treatment to citizens to improve the quality of cognitive process depending on individuals in different PME conditions across different governance levels.

Date: 2021
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DOI: 10.1080/14719037.2020.1775281

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