Do they all perform alike? an examination of perceived performance, citizen satisfaction and trust with US federal agencies
By: MORGESON III, Forrest V
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Contributor(s): PETRESCU, Claudia.
Material type: 
ArticlePublisher: Sage, sept. 2011Subject(s): Serviço Público | Satisfação do Cliente | Avaliação de Desempenho | Indicador de Desempenho | Estados UnidosInternational Review of Administrative Sciences 77, 3, p. 451-480Abstract: What drives citizen satisfaction and trust with US federal government agencies? Are these determinants constant across agencies, or do they differ? In this article, we examine elements of citizen perceived performance as determinants of satisfaction and trust in federal agencies using a multi-year, cross-sectional, multi-agency sample of respondents. Focusing on six high-incidence federal agencies experienced by a large cross-section of American citizens, we observe differences in the determinants of satisfaction and trust, which include perceptions of the quality of the services experienced and the information provided, demographic factors, citizen expectations, and e-government adoption. We discuss these differences, with a particular focus on the implications of these findings for the practice of performance benchmarking. Given that one central objective of a variety of recent federal initiatives has been to better measure bureaucratic performance with the goal of improving the quality of services delivered to citizens through benchmarking, these findings highlight the complexity of government efforts to realize this goal. In conclusion, suggestions for improving cross-agency benchmarking are provided
What drives citizen satisfaction and trust with US federal government agencies? Are these determinants constant across agencies, or do they differ? In this article, we examine elements of citizen perceived performance as determinants of satisfaction and trust in federal agencies using a multi-year, cross-sectional, multi-agency sample of respondents. Focusing on six high-incidence federal agencies experienced by a large cross-section of American citizens, we observe differences in the determinants of satisfaction and trust, which include perceptions of the quality of the services experienced and the information provided, demographic factors, citizen expectations, and e-government adoption. We discuss these differences, with a particular focus on the implications of these findings for the practice of performance benchmarking. Given that one central objective of a variety of recent federal initiatives has been to better measure bureaucratic performance with the goal of improving the quality of services delivered to citizens through benchmarking, these findings highlight the complexity of government efforts to realize this goal. In conclusion, suggestions for improving cross-agency benchmarking are provided
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