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Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan

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  • Yu Noda

Abstract

This article evaluates differences in the effects of citizen expectations and satisfaction in relation to city and prefectural government service performance as bases for detecting effects in the vertical relationships of subnational governments. The results show that the expectations of prefectural governments have a higher impact on satisfaction than the expectations of cities. They indicate that increasing the expectations and related action of prefectural governments would be an effective way of improving citizen satisfaction with the service performance of local governments.

Suggested Citation

  • Yu Noda, 2019. "Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan," Asia Pacific Journal of Public Administration, Taylor & Francis Journals, vol. 41(3), pages 142-156, July.
    • Handle: RePEc:taf:rapaxx:v:41:y:2019:i:3:p:142-156
    DOI: 10.1080/23276665.2019.1658361
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    Cited by:

    1. Qihui Xie & Xun Xie & Siwei Guo, 2022. "The Factors Influencing Public Satisfaction with Community Services for COVID-19: Evidence from a Highly Educated Community in Beijing," IJERPH, MDPI, vol. 19(18), pages 1-19, September.
    2. Indra Maslukah & Martaleni & Umi Muawanah, 2023. "The Influence of Work Discipline and Ease of Administrativeness on Community Satisfaction Through Service Quality," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(7), pages 1661-1670, July.
    3. Lakshmi P. Rajendran & Christopher T. Boyko & Claire J. Coulton & James D. Hale & Rachel F. D. Cooper, 2020. "A Socio-Spatial Approach to Enable Inclusive Well-Being in Cities: A Case Study of Birmingham, UK," Social Sciences, MDPI, vol. 9(6), pages 1-14, June.
    4. Yasutoshi Moteki, 2023. "Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture," Public Organization Review, Springer, vol. 23(2), pages 805-823, June.

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