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Performance information and learning effects on citizen satisfaction with public services

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  • Yu Noda

Abstract

This article examines the learning effects of citizen perceptions on satisfaction with public services. Using an experimental method with internet survey data in Michigan, the study observed the relationship between performance minus expectations (PME) and satisfaction became linear after providing concrete information, indicating that citizens’ antigovernment recognition can be modified by information. Moreover, the learning effect in counties was larger than in municipalities since citizens tend to clearly recognize services for regional governments. Governments should provide preferential treatment to citizens to improve the quality of cognitive process depending on individuals in different PME conditions across different governance levels.

Suggested Citation

  • Yu Noda, 2021. "Performance information and learning effects on citizen satisfaction with public services," Public Management Review, Taylor & Francis Journals, vol. 23(12), pages 1833-1855, December.
    • Handle: RePEc:taf:rpxmxx:v:23:y:2021:i:12:p:1833-1855
    DOI: 10.1080/14719037.2020.1775281
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    File URL: http://hdl.handle.net/10.1080/14719037.2020.1775281
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    Cited by:

    1. Claudiu Coman & Adrian Netedu & Sorin Liviu Damean & Ovidiu Florin Toderici & Victor Alexandru Briciu & Mihai Lucian Pascu & Maria Cristina Bularca, 2023. "Improving the Quality of Community Public Services-Case Study: General Directorate of Personal Records, Brașov," Sustainability, MDPI, vol. 15(1), pages 1-43, January.

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