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The Relationship between Public Service Delivery and Public Confidence in Government

Author: ZhangYaoQiong
Tutor: ChenLiJun
School: Zhejiang University
Course: Administration
Keywords: public service delivery public confidence in government trust public’s satisfaction degree
CLC: D035
Type: Master's thesis
Year: 2010
Downloads: 435
Quote: 1
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Abstract


Public confidence in government is a symbol of government’s influence and charisma, it is also a kind of intangible assets given by the people, which deeply relates to the stable society, and plays an important role in promoting economic system reform and political system innovation. However, if the public product and public service provided by the government could not meet the public’s needs and expectations, it will inevitably lead the public to be great disappoint and discontented with the government, and then may cause mistrust with the government. Therefore, this dissertation tries to discuss the relationship between public service delivery and public confidence in government, and at the same time, attempts to build up a set of scientific and reasonable evaluation indicators focusing on the public confidence in government.On reviewing a large quantity of literatures and borrowing ideas from the ACSI model, I put forward the hypothesis. Taking the public service delivery of Zhejiang Province as an example, this dissertation extracts four factors called "public’s satisfaction degree of the fairness of public service delivery", "public’s satisfaction degree of the efficiency of public service delivery", "public’s satisfaction degree of the results of public service delivery" and "public’s satisfaction degree of the economics of public service delivery" from the satisfaction scale of public service delivery, and extracts two factors named "honest with fair" and "compliance" from the scale of public confidence in government through empirical analysis of 348 samples. Analysis results indicate that all the four factors extracted from the satisfaction scale significantly affect the factor "honest with consistent", however, expect the factor "public’s satisfaction degree of the results of public service delivery", the other three all significantly affect the factor "compliance" too. Because of the significant correlation between public service delivery and public confidence in government, this dissertation puts forward some suggestions that by improving the efficiency and quality of public service delivery and coordinating the range of service delivery to promote public’s satisfactory degree of public service delivery, then strengthen public confidence in government.

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CLC: > Political, legal > Political Theory > Theory of the State > State administration
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