Citizen Satisfaction with Public Service: What Factors Drive?
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Abstract
Understanding citizens’ satisfaction with public service is crucial for effective and efficient governance. In this milieu, this paper intended to examine the factors that drive citizen satisfaction with public service. Data on this topic were taken from the Nepal National Governance Survey 2017/18, and analyzed using a logistic regression model. The findings revealed that compliance with the rule, responsiveness, prompt service delivery, receiving service own self, and hassle-free service have a positive effect on citizen satisfaction, whereas paid/asked bribes and service attempts have a negative effect. Hence, cautious intervention in these factors is pivotal to ensure higher citizen satisfaction with public service.
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PRASAD LAMSAL, Bishnu; KUMAR GUPTA, Anil.
Citizen Satisfaction with Public Service: What Factors Drive?.
Policy & Governance Review, [S.l.], v. 6, n. 1, p. 78-89, feb. 2022.
ISSN 2580-4820.
Available at: <https://jurnal.iapa.or.id/pgr/article/view/470>. Date accessed: 06 oct. 2025.
doi: https://doi.org/10.30589/pgr.v6i1.470.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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Chatterjee, R., & Suy, R. (2019). An overview of citizen satisfaction with public service: Based on the model of expectancy disconfirmation. Open Journal of Social Sciences, 7(4), 243-258. https://doi.org/10.4236/jss.2019.74019
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Nguyen, M. P., Van Hoang, H., & Van Nguyen, D. (2016). Factors influencing citizens’ satisfaction with public administrative services at the grassroots level case study of Tay Ho district. VNU Journal of Science: Economics and Business, 32 (5), 90-101. https://bit.ly/3un6tao
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi. org/10.1177/002224378001700405
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw Hill.
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. M.E. Sharpe. https://bit.ly/3nuHHUv
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi. org/10.1177/002224298504900403
Parsuraman A., Zeithaml., V. A., & Berry, L.L. (1988). A multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40. https://bit. ly/3fdMs1O
Paudel, R. C., & Gupta, A. K. (2019a). Performance in Nepali bureaucracy: What determines?. Research Journal of Economics, 3(1), 1-6. https://bit.ly/3fMp9v8
Paudel, R. C., & Gupta, A. K. (2019b). Determinants of accountability in the bureaucracy: The case of Nepal. Modern Economy, 10(9), 2085-2109. https://doi.org/10.4236/me.2019.109131
Pokharel, T., Subedi, B. P., Adhikari S. H., Adhikari, R., & Gupta, A. K. (2018). Quality of public service in Nepal: Nepal national governance survey2017/18 thematic paper. Nepal Administrative Staff College. https://bit.ly/34juNQ1
Roch, C. H., & Poister, T. H. (2006). Citizens, accountability, and service satisfaction: The infl uence of ex pectations. Urban Affairs Review, 41(3), 292-308. https://doi. org/10.1177/1078087405281124
Shakya, U. R. (2009). Ethics in Nepalese civil services sector: How does it matter? Administration and Management Review, 21(2), 88-107. https://bit.ly/3fQ79Qv
Van de Walle, S. (2018). Explaining citizen satisfaction and dissatisfaction with public services. In E. Onagri & S. Van Thiel (Eds.). The Palgrave handbook of public administration and management in Europe (pp.227-241). https://doi.org/10.1057/978-1-137-55269-3_11
Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433-448. https://doi. org/10.1002/pam.20020
Van Ryzin, G. G. (2006). Testing the expectancy disconfirmation model of citizen satisfaction with local government. Journal of Public Administration Research and Theory, 16(4),599-611. https://doi.org/10.1093/jopart/mui058
Van Ryzin, G. G. (2013). An experimental test of the expectancy-disconfirmation theory of citizen satisfaction. Journal of Policy Analysis and Management, 32(3), 597â€"614. https://doi. org/10.1002/pam.21702
Wang, Z. (2010). Citizens’ satisfaction with government performance in six Asian- Pacific giants. Japanese Journal of Political Science, 11(1), 51. https://doi.org/10.1017/ S1468109909990132
Weber, M. (1968). Economy and society. Bedminster.
Zhang, J., Chen, W., Petrovsky, N., & Walker, R. M. (2021). The expectancy-disconfirmation model and citizen satisfaction with public services: A meta-analysis and an agenda for best practice. Public Administration Review. https://doi.org/10.1111/puar.13368
Alizadeh, A., & Kianfar, F. (2013). Developing a model for citizens ‘satisfaction with public sector services based on rough sets theory: A case study of Tehran municipality. Technical Gazette, 20(5), 795-802. https://bit.ly/3oPvJVN
Ariely, G. (2013). Public administration and citizen satisfaction with democracy: Cross-national evidence.InternationalReviewofAdministrative Sciences, 79(4), 747-766. https://doi. org/10.1177/0020852313501432
Bradford, B., Jackson, J., & Stanko, E. A. (2009).Contact and confidence: Revisiting the impact of public encounters with the police. Policing & Society, 19(1), 20â€"46. https:// doi. org/10.1080/10439460802457594
Brown, T. (2007). Coercion versus choice: Citizen evaluations of public service quality across methods of consumption. Public Administration Review, 67(3), 559â€"572. https://doi.org/10.1111/puar.2007.67. issue-3
Chatterjee, R., & Suy, R. (2019). An overview of citizen satisfaction with public service: Based on the model of expectancy disconfirmation. Open Journal of Social Sciences, 7(4), 243-258. https://doi.org/10.4236/jss.2019.74019
Cohen, J. E. (2006). Citizen satisfaction with contacting government on the internet. Information Polity, 11(1), 51â€"65. https://doi.org/10.3233/IP-2006-0083
Dang, V. M., & Hanh, N. T. T. (2018). Evaluating satisfaction of citizens on quality of public administration services in the central highlands of Vietnam. Advances in Economics and Business, 6(5), 308-314. https://doi.org/10.13189/aeb.2018.060504
Engdaw, B. D. (2020). The impact of quality public service delivery on customer satisfaction in Bahir Dar city administration: The case of Ginbot 20 sub-city. International Journal of Public Administration, 43(7), 644-654. https://doi.org/10.1080/01900692.2019.1644520
Erevelles, S., & Leavitt, C. (1992). A comparison of current models of consumer satisfaction/ dissatisf action. Journal of C onsumer Satisfaction, Dissatisfaction and Complaining Behavior, 5(10), 104-114.
Government of Nepal.(2015). The constitution of Nepal 2015. Government of Nepal. https:// bit.ly/3GZTAKj
Government of Nepal (2020). Annual policy and programme 2020/21. Government of Nepal. https://bit.ly/3h0kKEh
Government of Nepal. (2008). Good governance (management and operation) act 2008. Government of Nepal. https://bit.ly/3vp1V4M
Grimmelikhuijsen, S., & Porumbescu, G. A. (2017). Reconsidering the expectancy disconfirmation model. Three experimental replications. Public Management Review, 19(9), 1272-1292. https://doi.org/10.1080/14719037.2017.1282000
Gupta, A. K. (2018). Accountability and performance of Nepali bureaucracy: A survey of the ministry of education [Unpublished MPhil dissertation]. Kathmandu University School of Education. https://bit.ly/3kXaWxc
Gupta, A. K. (2020). Citizen’s trust in public and political institutions in Nepal. Nepal Administrative Staff College. https://bit.ly/2XHwQxw
Gupta, A. K., & Shrestha, G. L. (2021). Citizen charter in Nepali public sector organizations: Does it really work?. Policy & Governance Review, 5(1), 18-32. https://doi.org/10.30589/pgr. v5i1.368
Gupta, A. K., Adhikari, S. H., & Shrestha, G. L. (2018). Corruption in Nepal: Level, pattern and trend analysis. Journal of Management and Development Studies, 28, 36-52. https://doi. org/10.3126/jmds.v28i0.24957
Gupta, A. K., Poudyal, T., & Shrestha, S. (2019). Politicians and bureaucrats’ relation in local governance of Nepal. Local Government Quarterly (April â€" June), 5-24. https://bit. ly/34xgac5
Hailu, A. G., & Shifare, H. G. (2019). Service delivery and customer satisfaction in the public service sector: An Ethiopian experience. Public Policy and Administration Research, 9 (9), 24-37. https://doi.org/10.7176/PPAR
James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107-123. https://doi.org/10.1093/jopart/mum034
Jayanti, R., & Jackson, A. (1991). Service satisfaction: An exploratory investigation of three models. ACR North American Advances.
Masiya, T., Davids, Y. D., & Mangai, M. S. (2019). Assessing service delivery: Public perception of municipal service delivery in South Africa. Theoretical and Empirical Researches in Urban Management, 14 (2), 20-40. https:// bit.ly/3yCjCQa
Morgeson, F. V. (2012). Expectations, disconfirmation, and citizen satisfaction with the US federal government: Testing and expanding the model. Journal of Public Administration Research and Theory, 23(2), 289-305. https:// doi.org/10.1093/jopart/mus012
National Planning Commission. (2019). 15th development plan (2019/20-2023/24). Government of Nepal. https://bit.ly/3shceck
Nepal Administrative Staff College. (2018). Nepal national governance survey 2017/18. Nepal Administrative Staff College. https://bit. ly/2K8LFCb
Nguyen, M. P., Van Hoang, H., & Van Nguyen, D. (2016). Factors influencing citizens’ satisfaction with public administrative services at the grassroots level case study of Tay Ho district. VNU Journal of Science: Economics and Business, 32 (5), 90-101. https://bit.ly/3un6tao
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi. org/10.1177/002224378001700405
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw Hill.
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. M.E. Sharpe. https://bit.ly/3nuHHUv
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi. org/10.1177/002224298504900403
Parsuraman A., Zeithaml., V. A., & Berry, L.L. (1988). A multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40. https://bit. ly/3fdMs1O
Paudel, R. C., & Gupta, A. K. (2019a). Performance in Nepali bureaucracy: What determines?. Research Journal of Economics, 3(1), 1-6. https://bit.ly/3fMp9v8
Paudel, R. C., & Gupta, A. K. (2019b). Determinants of accountability in the bureaucracy: The case of Nepal. Modern Economy, 10(9), 2085-2109. https://doi.org/10.4236/me.2019.109131
Pokharel, T., Subedi, B. P., Adhikari S. H., Adhikari, R., & Gupta, A. K. (2018). Quality of public service in Nepal: Nepal national governance survey2017/18 thematic paper. Nepal Administrative Staff College. https://bit.ly/34juNQ1
Roch, C. H., & Poister, T. H. (2006). Citizens, accountability, and service satisfaction: The infl uence of ex pectations. Urban Affairs Review, 41(3), 292-308. https://doi. org/10.1177/1078087405281124
Shakya, U. R. (2009). Ethics in Nepalese civil services sector: How does it matter? Administration and Management Review, 21(2), 88-107. https://bit.ly/3fQ79Qv
Van de Walle, S. (2018). Explaining citizen satisfaction and dissatisfaction with public services. In E. Onagri & S. Van Thiel (Eds.). The Palgrave handbook of public administration and management in Europe (pp.227-241). https://doi.org/10.1057/978-1-137-55269-3_11
Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433-448. https://doi. org/10.1002/pam.20020
Van Ryzin, G. G. (2006). Testing the expectancy disconfirmation model of citizen satisfaction with local government. Journal of Public Administration Research and Theory, 16(4),599-611. https://doi.org/10.1093/jopart/mui058
Van Ryzin, G. G. (2013). An experimental test of the expectancy-disconfirmation theory of citizen satisfaction. Journal of Policy Analysis and Management, 32(3), 597â€"614. https://doi. org/10.1002/pam.21702
Wang, Z. (2010). Citizens’ satisfaction with government performance in six Asian- Pacific giants. Japanese Journal of Political Science, 11(1), 51. https://doi.org/10.1017/ S1468109909990132
Weber, M. (1968). Economy and society. Bedminster.
Zhang, J., Chen, W., Petrovsky, N., & Walker, R. M. (2021). The expectancy-disconfirmation model and citizen satisfaction with public services: A meta-analysis and an agenda for best practice. Public Administration Review. https://doi.org/10.1111/puar.13368