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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
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    References listed on IDEAS

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    1. 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.
    2. 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.
    3. 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.
    4. 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.
    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)

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