Reputation of Public Organizations: What Dimensions Are Crucial?

Galvão Meirinhos, Maximino Bessa, Carmem Leal, Márcio Oliveira, Amélia Carvalho and Rui Silva ()
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Galvão Meirinhos: Department of Literacy, Arts and Communication, University of Trás-os-Montes and Alto Douro—UTAD, 5000-801 Vila Real, Portugal
Maximino Bessa: Department of Engineering, University of Trás-os-Montes and Alto Douro—UTAD, 5001-801 Vila Real, Portugal
Carmem Leal: CETRAD Research Center, University of Trás-os-Montes and Alto Douro—UTAD, 5001-801 Vila Real, Portugal
Márcio Oliveira: NECE-Research Center in Business Sciences, University of Beira Interior, 6201-001 Covilha, Portugal
Amélia Carvalho: CIICESI, ESTG, Porto Polytechnic, 4200-465 Porto, Portugal
Rui Silva: CETRAD Research Center, University of Trás-os-Montes and Alto Douro—UTAD, 5001-801 Vila Real, Portugal

Administrative Sciences, 2022, vol. 12, issue 4, 1-19

Abstract: This paper explores the relationships among variables and determines the influences of dimensions (i.e., municipal satisfaction, organizational performance, perceived quality, contestations and complaints of the municipal executive) on the notoriety, image, and reputation (NIR) of municipal executives. We attempted to understand if citizens’ opinions influenced the evaluations, recommendations, and contestations based on NIR. Parishes in the municipality of Valongo were selected and analysed, namely Alfena, Campo e Sobrado, Valongo, and Ermesinde; a total of 998 questionnaires were collected. It was concluded that all of the studied dimensions were statistically significant in the final structural estimated model. The structural results point to municipal satisfaction and contestations and complaints of municipal executives as having directly positive and statistically significant influences on NIR. Organizational performance and perceived quality have directly positive but not statistically significant influences on NIR. The results of this research suggest that obtaining the personal opinions of citizens (e.g., regarding the work performances of their mayors) allows citizens to feel heard and active in their municipalities. From the point of view of public executives, the results of this type of study could provide valid information that allows stakeholders to make political decisions that are appropriate for the interests of their communities (e.g., by listening to their citizens).

Keywords: municipal satisfaction; organizational performance; perceived quality; contestation and complaint; notoriety; image; reputation; organizational reputation; public organizations (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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