Assessing the relation between satisfaction with public service delivery and trust in government : the impact of the predisposition of citizens toward government on evalutions of its performance
By: KAMPEN, Jarl K
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Contributor(s): WALLE, Steven Van de | Bouckaert, Geert.
Material type: 
ArticlePublisher: Armonk, NY : M.E. Sharpe, June 2006Subject(s): Satisfação do Cliente | Performance | Serviço Público | Prestação de Serviços | Confiança no GovernoPublic Performance & Management Review 29, 4, p. 387-404Abstract: We study how satisfaction with service delivery affects trust in public agencies in an empirical setting. Our basic assumption is that the causal relation between satisfaction and trust cannot be fruitfully analyzed unless the measures are controlled for a common component, which we identify as the predisposition toward government. The empirical results suggest that the impact of a negative experience with a public agency is much more pronounced than the effect of a positive one. Decreasing the number of disappointed clients will, therefore, have a stronger effect on increasing trust in the public sector than increasing the number of (already) well-pleased clients: Trust comes on foot and goes away on horseback
We study how satisfaction with service delivery affects trust in public agencies in an empirical setting. Our basic assumption is that the causal relation between satisfaction and trust cannot be fruitfully analyzed unless the measures are controlled for a common component, which we identify as the predisposition toward government. The empirical results suggest that the impact of a negative experience with a public agency is much more pronounced than the effect of a positive one. Decreasing the number of disappointed clients will, therefore, have a stronger effect on increasing trust in the public sector than increasing the number of (already) well-pleased clients: Trust comes on foot and goes away on horseback
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