IDEAS home Printed from https://ideas.repec.org/a/kap/porgrv/v23y2023i1d10.1007_s11115-021-00599-1.html
   My bibliography  Save this article

Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh

Author

Listed:
  • Tahmina Ferdous Tanny

    (Jagannath University)

  • Habib Zafarullah

    (University of New England)

Abstract

This research focuses on institutional trust based on the general trust discourse using a theoretical framework to delve into institutional trust based on various organisational performance measures and citizen perception indicators. It employs a social survey method to empirically inquire into citizen perceptions and the level of their satisfaction from service delivery and the extent of their trust in locally-based institutions providing public services in an urban setting. The findings indicate that trust is dependent on the performance of service staff, the values they manifest, the process involved in obtaining services, and the sorts of measures used to assess performance.

Suggested Citation

  • Tahmina Ferdous Tanny & Habib Zafarullah, 2023. "Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh," Public Organization Review, Springer, vol. 23(1), pages 225-244, March.
    • Handle: RePEc:kap:porgrv:v:23:y:2023:i:1:d:10.1007_s11115-021-00599-1
    DOI: 10.1007/s11115-021-00599-1
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11115-021-00599-1
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11115-021-00599-1?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Habib Zafarullah, 2013. "Bureaucratic Culture and the Social-Political Connection: The Bangladesh Example," International Journal of Public Administration, Taylor & Francis Journals, vol. 36(13), pages 932-939.
    2. Peter Ping Li, 2012. "When trust matters the most: The imperatives for contextualising trust research," Journal of Trust Research, Taylor & Francis Journals, vol. 2(2), pages 101-106, October.
    3. Easton, David, 1975. "A Re-assessment of the Concept of Political Support," British Journal of Political Science, Cambridge University Press, vol. 5(4), pages 435-457, October.
    4. Ishtiaq Jamil & Hasan Muhammad Baniamin, 2021. "How culture may nurture institutional trust: Insights from Bangladesh and Nepal," Development Policy Review, Overseas Development Institute, vol. 39(3), pages 419-434, May.
    5. Steinar Askvik & Ishtiaq Jamil, 2013. "The Institutional Trust Paradox in Bangladesh," Public Organization Review, Springer, vol. 13(4), pages 459-476, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Olzhas Turemuratov & Bibigul Byulegenova & Sergey Pogodin & Marina Onuchko & Roza Nurtazina, 2024. "Urbanization Trends in Central Asian Countries: Aspects of Extensive and Intensive Agglomeration Growth," Public Organization Review, Springer, vol. 24(3), pages 963-986, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Julian Aichholzer & Sylvia Kritzinger & Carolina Plescia, 2021. "National identity profiles and support for the European Union," European Union Politics, , vol. 22(2), pages 293-315, June.
    2. Lourdes ROJAS RUBIO, 2022. "Inequality, Corruption and Support for Democracy," THEMA Working Papers 2022-20, THEMA (THéorie Economique, Modélisation et Applications), Université de Cergy-Pontoise.
    3. Soetkin Verhaegen & Marc Hooghe & Ellen Quintelier, 2014. "European Identity and Support for European Integration: A Matter of Perceived Economic Benefits?," Kyklos, Wiley Blackwell, vol. 67(2), pages 295-314, May.
    4. Ekkart Zimmermann, 2009. "Formen des politischen Terrorismus: ein Plädoyer für eine Differentialdiagnose," Vierteljahrshefte zur Wirtschaftsforschung / Quarterly Journal of Economic Research, DIW Berlin, German Institute for Economic Research, vol. 78(4), pages 11-28.
    5. Arjan H Schakel & A J Brown, 2022. "Dissecting Public Opinion on Regional Authority: Four Types of Regionalists Based on Citizens’ Preferences for Self-Rule and Shared Rule," Publius: The Journal of Federalism, CSF Associates Inc., vol. 52(2), pages 310-328.
    6. repec:gig:joupla:v:3:y:2011:i:1:p:29-64 is not listed on IDEAS
    7. Delhey, Jan, 2002. "Korruption in Bewerberländern zur Europäischen Union: Institutionenqualität und Korruption in vergleichender Perspektive," Discussion Papers, Research Unit: Social Structure and Social Reporting FS III 02-401, WZB Berlin Social Science Center.
    8. Peter Ping Li, 2017. "The time for transition: Future trust research," Journal of Trust Research, Taylor & Francis Journals, vol. 7(1), pages 1-14, January.
    9. Daicia Price & Tore Bonsaksen & Mary Ruffolo & Janni Leung & Vivian Chiu & Hilde Thygesen & Mariyana Schoultz & Amy Ostertun Geirdal, 2021. "Perceived Trust in Public Authorities Nine Months after the COVID-19 Outbreak: A Cross-National Study," Social Sciences, MDPI, vol. 10(9), pages 1-14, September.
    10. Fuchs, Dieter, 1998. "The political culture of unified Germany," Discussion Papers, Research Unit: Institutions and Social Change FS III 98-204, WZB Berlin Social Science Center.
    11. Biegoń, Dominika & Gronau, Jennifer & Schmidtke, Henning, 2013. "Magic mirror on the wall, who in the world is legitimate after all? Legitimacy claims of international institutions," TranState Working Papers 169, University of Bremen, Collaborative Research Center 597: Transformations of the State.
    12. Luís Aguiar-Conraria & Pedro C. Magalhães, 2018. "Procedural Fairness, the Economy, and Support for Political Authorities (Forthcoming at Political Psychology (submitted pre-print version))," NIPE Working Papers 05/2018, NIPE - Universidade do Minho.
    13. Erhan Örselli & Esra Banu Sipahi, 2014. "Trust towards Administrative Institutions among Youth in Turkey: the Case of Konya," Proceedings of International Academic Conferences 0201765, International Institute of Social and Economic Sciences.
    14. Alexander F. Wagner & Friedrich Schneider, 2006. "Satisfaction with Democracy and the Environment in Western Europe – a Panel Analysis," CESifo Working Paper Series 1660, CESifo.
    15. repec:gig:joupla:v:2:y:2010:i:3:p:99-128 is not listed on IDEAS
    16. Niels Spierings, 2017. "Trust and Tolerance across the Middle East and North Africa: A Comparative Perspective on the Impact of the Arab Uprisings," Politics and Governance, Cogitatio Press, vol. 5(2), pages 4-15.
    17. Nicholas Clark & Robert Rohrschneider, 2021. "Tracing the development of nationalist attitudes in the EU," European Union Politics, , vol. 22(2), pages 181-201, June.
    18. Jason A. Hubbart, 2023. "Organizational Change: The Challenge of Change Aversion," Administrative Sciences, MDPI, vol. 13(7), pages 1-9, July.
    19. Caroline Mcevoy, 2016. "The Role of Political Efficacy on Public Opinion in the European Union," Journal of Common Market Studies, Wiley Blackwell, vol. 54(5), pages 1159-1174, September.
    20. Fenja Søndergaard Møller, 2019. "Blue blood or true blood: Why are levels of intrastate armed conflict so low in Middle Eastern monarchies?," Conflict Management and Peace Science, Peace Science Society (International), vol. 36(5), pages 517-544, September.
    21. Anna Kern, 2017. "The Effect of Direct Democratic Participation on Citizens’ Political Attitudes in Switzerland: The Difference between Availability and Use," Politics and Governance, Cogitatio Press, vol. 5(2), pages 16-26.
    22. Rong Hu & Ivan Y. Sun & Yuning Wu, 2015. "Chinese Trust in the Police: The Impact of Political Efficacy and Participation," Social Science Quarterly, Southwestern Social Science Association, vol. 96(4), pages 1012-1026, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:porgrv:v:23:y:2023:i:1:d:10.1007_s11115-021-00599-1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.