IDEAS home Printed from https://ideas.repec.org/a/nos/vgmu00/2016i2p131-164.html
   My bibliography  Save this article

Factors of Public Assessment of Civil Servants Performance in Providing Civil Services

Author

Abstract

The subject of the research is public assessment of civil servants performance in providing public services in the Federal Migration Service of the Russian Federation (FMS). The aim of the research is to determine the main factors that influenced the level of public satisfaction with public services. The research is based on the hypothesis that perception of the quality of public l services depends not only on their content and administrative provision, but also on the factors, which characterize civil servants performance as well as specific features of the territorial bodies of the Federal Migration Service of the Russian Federation. The following factors are considered: satisfaction with the waiting time in queues, satisfaction with politeness and competence of civil servants, the number of employees of the territorial bodies of FMS, the income level of citizens in regions, the level of migration in regions and some other factors. To determine the significance of these factors the factor analysis method is used. The data are received from the federal information system "Vash kontrol" and the Federal Statistics Service of the Russian Federation as they were in 2014. As a result of the factor analysis the most and the least satisfied recipients of public services are classified on the regional basis. The study highlights a great influence of the migration factor - the higher the level of migration in the region, the lower the citizens satisfaction with public services. The results of the study can serve as a basis for further research on the best regional practices of public services provision. Furthermore, they can help identify the regions in need of a more careful monitoring of public services provision.

Suggested Citation

  • Darya Reshetnikova, 2016. "Factors of Public Assessment of Civil Servants Performance in Providing Civil Services," Public administration issues, Higher School of Economics, issue 2, pages 131-164.
    • Handle: RePEc:nos:vgmu00:2016:i:2:p:131-164
    as

    Download full text from publisher

    File URL: http://vgmu.hse.ru/data/2016/06/28/1115851156/%D0%A0%D0%B5%D1%88%D0%B5%D1%82%D0%BD%D0%B8%D0%BA%D0%BE%D0%B2%D0%B0%202-2016.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Rhys Andrews & Steven Van de Walle, 2013. "New Public Management and Citizens' Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness," Public Management Review, Taylor & Francis Journals, vol. 15(5), pages 762-783, June.
    2. Gaines, Brian J. & Kuklinski, James H. & Quirk, Paul J., 2007. "The Logic of the Survey Experiment Reexamined," Political Analysis, Cambridge University Press, vol. 15(1), pages 1-20, January.
    3. Joseph Drew & Brian Dollery, 2016. "Does Size Still Matter? An Empirical Analysis of the Effectiveness of Victorian Local Authorities," Local Government Studies, Taylor & Francis Journals, vol. 42(1), pages 15-28, January.
    Full references (including those not matched with items on IDEAS)

    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. Carolyn‐Dung Thi Thanh Tran & Brian Dollery, 2021. "All in the Mind: Citizen Satisfaction and Financial Performance in the Victorian Local Government System," Australian Accounting Review, CPA Australia, vol. 31(1), pages 51-64, March.
    2. Marius Constantin PROFIROIU & Septimiu Rares SZABO, 2016. "Outsourcing vs decentralisation: A comparative analysis in Central and Eastern Europe," Eco-Economics Review, Ecological University of Bucharest, Economics Faculty and Ecology and Environmental Protection Faculty, vol. 2(2), pages 3-26, December.
    3. Briguglio, Marie & Delaney, Liam & Wood, Alex, 2018. "Partisanship, priming and participation in public-good schemes," European Journal of Political Economy, Elsevier, vol. 55(C), pages 136-150.
    4. Kuehnhanss, Colin R. & Heyndels, Bruno, 2018. "All’s fair in taxation: A framing experiment with local politicians," Journal of Economic Psychology, Elsevier, vol. 65(C), pages 26-40.
    5. Manville, Michael & Levine, Adam Seth, 2018. "What motivates public support for public transit?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 567-580.
    6. Lih-Ren Liu & Yuh-Ming Lee, 2016. "Remedial Measures for Erroneous Environmental Policies: Assessing Infrastructure Projects of Waste-to-Energy Incineration in Taiwan with a Case Study of the Taitung Incinerator," Sustainability, MDPI, vol. 8(12), pages 1-13, December.
    7. Angino, Siria & Secola, Stefania, 2022. "Instinctive versus reflective trust in the European Central Bank," Working Paper Series 2660, European Central Bank.
    8. Cooper, Christine & Lapsley, Irvine, 2021. "Hillsborough: The fight for accountability," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 79(C).
    9. Raimundo Díaz-Díaz & Luis Muñoz & Daniel Pérez-González, 2017. "The Business Model Evaluation Tool for Smart Cities: Application to SmartSantander Use Cases," Energies, MDPI, vol. 10(3), pages 1-30, February.
    10. Cristina M. Campos-Alba & Emilio J. De la Higuera-Molina & Gemma Pérez-López & José L. Zafra-Gómez, 2019. "Measuring the Efficiency of Public and Private Delivery Forms: An Application to the Waste Collection Service Using Order-M Data Panel Frontier Analysis," Sustainability, MDPI, vol. 11(7), pages 1-15, April.
    11. Anna Francesca Pattaro & Marco Ranuzzini & Luca Bonacini, 2019. "Inter-municipal cooperation as a solution for public services delivery? The case of Unioni di Comuni in Emilia-Romagna Region," Department of Economics 0144, University of Modena and Reggio E., Faculty of Economics "Marco Biagi".
    12. Cheng Rui Wei & Yu Wang, 2021. "Research on the Evaluation and Influence Mechanism of Public Housing Service Quality: A Case Study of Shanghai," Sustainability, MDPI, vol. 13(2), pages 1-22, January.
    13. Lala Muradova & Ross James Gildea, 2021. "Oil wealth and US public support for war," Conflict Management and Peace Science, Peace Science Society (International), vol. 38(1), pages 3-19, January.
    14. Ilyana Kuziemko & Michael I. Norton & Emmanuel Saez & Stefanie Stantcheva, 2015. "How Elastic Are Preferences for Redistribution? Evidence from Randomized Survey Experiments," American Economic Review, American Economic Association, vol. 105(4), pages 1478-1508, April.
    15. Arisi, Diego & Cortés, Alix & Delic, Diego & Rossi, Martín, 2022. "Knowledge for Results and the Efficiency of Public Agencies in Colombia," IDB Publications (Working Papers) 12007, Inter-American Development Bank.
    16. Bart Voorn & Marieke van Genugten & Sandra Van Thiel, 2020. "Performance of municipally owned corporations: Determinants and mechanisms," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 91(2), pages 191-212, June.
    17. Diament, Sean M. & Kaya, Ayse & Magenheim, Ellen B., 2022. "Frames that matter: Increasing the willingness to get the Covid-19 vaccines," Social Science & Medicine, Elsevier, vol. 292(C).
    18. Kevin L. Cope, 2023. "Measuring law's normative force," Journal of Empirical Legal Studies, John Wiley & Sons, vol. 20(4), pages 1005-1044, December.
    19. Ilyana Kuziemko & Ebonya Washington, 2015. "Why did the Democrats Lose the South? Bringing New Data to an Old Debate," NBER Working Papers 21703, National Bureau of Economic Research, Inc.
    20. André de Waal & Tobias Mulimbika, 2017. "A Comparative Analysis of Zambian Governmental Institutions Using the HPO Framework," SAGE Open, , vol. 7(3), pages 21582440177, July.

    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:nos:vgmu00:2016:i:2:p:131-164. 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: Irina A. Zvereva (email available below). General contact details of provider: http://vgmu.hse.ru/ .

    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.