The Association Between Performance Information and the Satisfaction of Different Social Groups: Citizen Evaluation by Racial Groups

Minjung Kim

International Journal of Public Administration, 2024, vol. 47, issue 15, 1073-1090

Abstract: Citizen satisfaction is an important instrument to assess the quality of public services and hold governments accountable to their citizens. Despite significant amount of research, few studies have examined whether citizen satisfaction is generalizable across social groups or whether different social groups interpret it differently. Based upon the ingroup preference theory, this study uses data from Chicago Public Schools to argue that citizen satisfaction varies across different social groups, such that different performance information influences each groups’ level of satisfaction differently. The findings suggest that different types of performance information (overall v. group performance) have different effects on citizens of different racial groups when they evaluate public services. Further, it is important to measure performance for each social group, and as each group’s performance increases, divergence in citizen satisfaction among racial groups may decrease, helping public managers reduce unexpected factors that harm citizens’ perception of their agencies.

Date: 2024
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DOI: 10.1080/01900692.2023.2257001

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