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Public Organization Review

Erschienen in:

28.01.2022

Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh

verfasst von: Tahmina Ferdous Tanny, Habib Zafarullah

Erschienen in: Public Organization Review | Ausgabe 1/2023

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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.

Vorheriger Artikel Author Correction: Inter-Jurisdictional Comparison of Public Asset Utilization in Tokyo Metropolitan Local Governments

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Titel: Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh
verfasst von: Tahmina Ferdous Tanny
Habib Zafarullah
Publikationsdatum: 28.01.2022
Verlag: Springer US
Erschienen in: Public Organization Review / Ausgabe 1/2023
Print ISSN: 1566-7170
Elektronische ISSN: 1573-7098
DOI: https://doi.org/10.1007/s11115-021-00599-1

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