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The purpose of this paper is to analyze citizens’ and expatriates’ satisfaction with public service delivery in Qatar, one of the world’s highest per capita incomes countries.

The author uses a 2017 survey conducted in Qatar among both Qatari and expatriates’ respondents. The scientifically grounded sample consisted of 1,356 respondents, who were 18 years of age and older. The data were collected through a face-to-face survey. The focus was on citizen satisfaction with basic public services such as education, health, roads and infrastructure, water and electricity and government services. The author uses logit and regression analysis to estimate the determinants of satisfaction.

Expatriates hold more positive feelings about local public services than citizens. The highest levels of satisfaction are with government offices and the lowest levels of satisfaction are with independent schools. The dispersion by municipality is less significant as there is no municipality where citizens and expatriates are totally satisfied with all the public services provided.

Qatar has one of the fastest population growth and highest migrant population which makes the question of the satisfaction with public services unique. And, since the blockade on Qatar in May 2017 and the environment of economic restriction, the issue becomes even more critical.

Until now, there have been no empirical studies published analyzing the level of satisfaction with public services in Qatar for citizens and for expatriates.

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

This paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.

The classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.

Perceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.

In a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.

This paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.

The author examined the association between public employees' satisfaction with pandemic-induced telework satisfaction and job autonomy, organizational goal clarity, organizational justice, and performance-based culture. In addition, the author analyzed the moderating effects of generation and gender on the relationships between job autonomy, organizational goal clarity, organizational justice, performance-based culture, and pandemic-induced telework satisfaction.

This study used survey data collected from 4,339 Korean public employees, comprising 1,983 central government officials and 2,356 metropolitan government officials, during the COVID-19 pandemic. This study conducted a structural equation model to test hypotheses.

The author found that job autonomy, organizational goal clarity, organizational justice, and performance-based culture were positively associated with pandemic-induced telework satisfaction. In addition, this research found the moderating effects of generation and gender on the relationships between job autonomy, organizational goal clarity, organizational justice, performance-based culture, and pandemic-induced telework satisfaction.

This study’s results can guide public organizations in developing public management strategies to improve pandemic-induced telework satisfaction. In particular, public organizations need to cope effectively with the broad prevalence of telework triggered by the COVID-19 pandemic by establishing high job autonomy, a performance-oriented culture, a fair evaluation system, and clear and measurable performance goals and adjusting telework according to the generational and gender characteristics.

Communication within a public organization is a fundamental aspect considering its contribution both to organizational well-being and – as highlighted by recent literature – to the improvement of relations with external users. This paper aims at analyzing the relevance of different dimensions of communication and the relationship between communication and citizens' satisfaction.

The study is based on data collected through questionnaires (303; 86%) filled in by the public personnel of an Italian local government to verify the communication dimensions relevance. The authors applied the OLS method to test the relationship between communication dimensions and citizens' satisfaction (deriving from the municipality's customer satisfaction survey system, which collected 3,708 questionnaires).

The authors show that four of the five communication dimensions considered are particularly relevant and that two of them (“interpersonal communication” and “organizational communication”) positively influence the level of satisfaction of users of local public services (citizens' satisfaction), also countering the negative perception of certain sectors (e.g. taxes and local taxation, traffic police). The conclusion also highlights some limitations of the work.

The study brings new insights into the impact of communication (as an element of public employee well-being) on citizen satisfaction, leading to some useful implications for public managers.

The purpose of this paper was to examine the relationship between image, service satisfaction and public opinion towards reforms in public organizations and postulate a more detailed relationship among them. The concept “New Public Management” (NPM) was initially suggested in the literature sometime around the early 1990s (Aucoin, 1990; Hood, 1991). NPM-style reforms raised the flag of responsiveness to citizens and improved public satisfaction with the assumption that organizational image would also be positively affected by such reforms. Image, satisfaction and support in public sector reforms are, therefore, the major focus of this study.

The focus is on a major reform in the Israel electricity industry and data were collected from 500 respondents by telephone interviews.

The findings support the authors ' hypotheses concerning the major role of image and satisfaction in forming attitudes towards NPM-style reforms. However, beyond conventional direct effects, the authors point to the mediating effect of organizational image on the relationship between satisfaction and support for reforms.

First, other factors not included in the model may influence support for NPM-style reforms in public organizations. Second, the study focused on a single organization in one country only and a very specific culture. Finally, the study is cross-sectional and may suffer from common-method and common-source biases and for this reason, should be replicated to allow better generalization and firmer implications.

The findings about the preponderance of organizational image over service satisfaction can contribute to policymakers in their efforts to increase support for reforms among the public. The results demonstrate the strong relationship between organizational image and public opinion towards reform and the secondary effect of service satisfaction.

The centrality of organizational image as a core social focus for citizens as clients and for policymakers is highlighted in the discussion. It is maintained that NPM-style reforms in the social arena, and beyond, are predominantly affected by image. Therefore, there is a need to better understand how image affects social and economic reforms and attitudes towards those reforms and what may be the social consequences of such attitudes by citizens and by policymakers’ decisions.

The originality of this study is fourfold: a unique model of image, satisfaction and attitudes towards NPM-style reforms not been studied thus far is in its current form; exploring interrelations of citizens’ satisfaction, image of the public sector and calls for reforms and change in the market-like environment of the public sphere; a telephone survey of opinions towards a specific NPM-style reform; and a focus on a major public sector organization in Israel going through reform.

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

The Public–Private Partnership (PPP) mode has been widely used in the urban water environment treatment project (UWETP). The public is the direct perceiver of urban water environment treatment PPP project (UWETP-PPP), and their satisfaction with it can reflect the project's success to some extent. The purpose of this paper is to provide operational management strategies for special-purpose vehicle (SPV) company through public satisfaction evaluation of UWETP-PPP.

A questionnaire was designed through the literature review and experts' opinions that consisted of 33 indexes to investigate public satisfaction with UWETP-PPP. Then, the exploratory factor analysis (EFA) was used to confirm the evaluation index system of public satisfaction. Next, the weights of the indexes were calculated by the normalized mean method and fuzzy synthetic evaluation (FSE) was applied to evaluate public satisfaction with UWETP-PPP. Finally, the importance-performance analysis (IPA) was used to suggest improvement strategies of public satisfaction with UWETP-PPP.

The factors affecting public satisfaction with UWETP-PPP are preliminarily determined, and an evaluation model that provides a specific basis for evaluating public satisfaction with UWETP-PPP in the future is constructed. Furthermore, some strategies and suggestions to improve the performance level of UWETP-PPP are put forward.

First, the factors influencing public satisfaction with UWETP-PPP are numerous and complex. The factors discussed in this study may be further refined to make the research more reliable and effective. Second, the sample from this study can be expanded to multiple projects, so as to make the study more general. Finally, given that the influencing factors in the paper were elicited by using scores obtained through a questionnaire survey, it would bring bias to the result to some extent. The evaluation method can be further improved, such as combining with interval intuitionistic fuzzy evaluation.

In the context of the characteristics of PPP projects in water environment treatment and the huge demand of the country to apply PPP model in the territory of water environment treatment, this study evaluated the public satisfaction with UWETP-PPP in Xuchang City, China. The result provided a beneficial reference for the private organizations to take appropriate actions to improve the public satisfaction level of UWETP-PPP, so as to improve the performance level of SPV. It also provided a system of public satisfaction evaluation with UWETP-PPP, which can be considered as the standard of public satisfaction survey, thus improving the comprehensiveness of the UWETP-PPP performance evaluation system and the government regulatory capacity, thus affecting the sustainable development of UWETP-PPP.

In addition, the research results provide a useful reference for the public organizations to issue a UWETP-PPP regulation rule, review a UWETP-PPP design plan, and conduct new similar project decision-making. In summary, the study results not only serve as a good reference for the evaluation of public satisfaction of eco-environmental PPP projects, but also have essential application value for improving the service level, performance improvement and operational management of the SPV.

The research results of this paper have certain wide-spread value, and the research framework and research method can be applied to other infrastructure section, such as transportation, stadium et al.

The purpose of this paper is to investigate the effect of service quality toward public satisfaction and public trust on local government in Indonesia.

A quantitative approach was used to achieve the objectives of the study. The study consisted of nine exogenous variables and one endogenous variable. The exogenous variables were delivery, timeliness, information, professionalism, staff attitude, organizational politics, internal roles, external roles and citizen satisfaction, while the endogenous variable was public trust toward the regional government. The samples were taken using two sampling methods, cluster sampling technique and proportional stratified random sampling technique. The cluster sampling was institutional sample in which the researchers selected 2 out of 11 regencies in West Sumatra, and 2 out of 7 cities in West Sumatra. The regencies were Pasaman Barat and Tanah Datar and the cities were Padang Panjang and Padang. In the lower level, there were ten nagari and ten lurah. On the second stage, the sample was selected using the proportional stratified random sampling technique that had been set at the first stage. Slovin formula with 2 percent of errors was used to determine the number of samples. The total respondents in this study were 4,177 respondents.

The hypothetical model can be used as a new model for public service that was provided by the local governments (cities and districts) and it was able to increase citizen satisfaction and citizen trust with local government, especially in the basic need services such as education and health as described in Figure 1. In order to increase public satisfaction on the basic needs, such as education and health services, regional government should improve delivery, timeliness of service, availability of information, staff professionalism, staff attitude, external and internal roles of manager and at the same time minimize organizational politics within the local government. Furthermore, it is also evident in this model that increasing public satisfaction on basic services can increase public confidence toward regional government. The finding that shows the novelty of this research is the internal and external role of managers in improving public satisfaction and trust in regional government. Meanwhile, the addition of internal political as variable is a development to improve the existing models.

Regional government should reconstruct their basic public service in order to meet need of the public. No previous study has comprehensively studied the relationship between interaction quality, physical environmental quality, and outcome quality to public satisfaction and its implication to public trust, especially in Indonesia.

The purpose of this paper is to study major influencing factors on public satisfaction with regard to information disclosure amid typhoon disasters. Internal latent variables, including disaster information quality, information disclosure channels and disaster perception levels, significantly affected the degree of public satisfaction, which was key factors in determining account consumer satisfaction.

By conducting the questionnaire survey in typhoon-prone areas, 326 copies of the questionnaire about public satisfaction towards government information disclosure about typhoon were collected. An exponential model of satisfaction about information disclosure amid typhoon disasters was constructed and analyzed through the selection of latent variables, the hypotheses of the structural relationship and the establishment of measurable variables.

Disaster information quality, disaster information disclosure channels and disaster perception levels were all positively correlated with the dimensions of information performance perception dimensions. Public expectations also made positive contributions to public satisfaction. These findings strongly support the hypothesis that public satisfaction affects the government image and public trust.

With the Leizhou Peninsula, China attacked by the typhoon disasters as an example, the SEM was adopted to simulate the routes and its feasibility and scientificity were validated. It is valuable to build and analyze an evaluation model based on a structural equation model underlying the public satisfaction towards information disclosure amid typhoon disasters.

The purpose of this paper is to examine the impact of public service motivation (PSM) on red tape and resigned satisfaction in Pakistani public administration.

Employees working in federal organizations were the target population of this study. As part of field survey, 350 questionnaires were distributed to collect data from respondents.

The research findings indicate that red tape is a strong predictor of resigned satisfaction and is positively related to it. Among the dimensions of public-service motivation “attraction to policy making” and “commitment to civic duty” dimensions were found to have no relation with red tape and resigned satisfaction. Whereas, “compassion” and “self-sacrifice” dimensions of PSM had a positive moderating effect on the relationship between red tape and resigned satisfaction. It was concluded that under perception of red tape, PSM can have possible negative effect on work satisfaction.

By highlighting the effect of red tape on satisfaction it can help public sector organizations in trying to crowd out the negative factors of employees’ work through minimizing the rules and regulations which are worth nothing except for extra work and stress for employees. The results can also be used to assess the differences in level of red tape perceived in developed and developing countries.

This study provides a contribution to the literature, as it is study is among the first few studies in Pakistan. The main theoretical contribution of this study is that it raises an important question about the extent to which the theory and research developed in one country can contribute to the application of PSM in other counties especially developed vs developing countries.