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Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan

Yu Noda

Asia Pacific Journal of Public Administration, 2019, vol. 41, issue 3, 142-156

Abstract: This article evaluates differences in the effects of citizen expectations and satisfaction in relation to city and prefectural government service performance as bases for detecting effects in the vertical relationships of subnational governments. The results show that the expectations of prefectural governments have a higher impact on satisfaction than the expectations of cities. They indicate that increasing the expectations and related action of prefectural governments would be an effective way of improving citizen satisfaction with the service performance of local governments.

Date: 2019
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