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PurposeCommunication within a public organization is a fundamental aspect considering its contribution both to organizational well-being and – as highlighted by recent literature – to the improvement of relations with external users. This paper aims at analyzing the relevance of different dimensions of communication and the relationship between communication and citizens' satisfaction.Design/methodology/approachThe study is based on data collected through questionnaires (303; 86%) filled in by the public personnel of an Italian local government to verify the communication dimensions relevance. The authors applied the OLS method to test the relationship between communication dimensions and citizens' satisfaction (deriving from the municipality's customer satisfaction survey system, which collected 3,708 questionnaires).FindingsThe authors show that four of the five communication dimensions considered are particularly relevant and that two of them (“interpersonal communication” and “organizational communication”) positively influence the level of satisfaction of users of local public services (citizens' satisfaction), also countering the negative perception of certain sectors (e.g. taxes and local taxation, traffic police). The conclusion also highlights some limitations of the work.Originality/valueThe study brings new insights into the impact of communication (as an element of public employee well-being) on citizen satisfaction, leading to some useful implications for public managers.

PurposePublic willingness to obey the law is partially determined by their satisfaction levels with police job performance. Although numerous studies have researched determinants of citizen satisfaction with the police, to date, none have examined whether political orientations, measured according to voting preferences, share any association with this outcome. No study, moreover, has analyzed if the effects of political orientations vary by contact with law enforcement.Design/methodology/approachQuestionnaire data were collected from a convenience sample of university students to determine whether the effects of political orientations on satisfaction with law enforcement varied by contact with the police.FindingsAmong the total sample, as well as those who had no prior contact with the police, liberal respondents expressed less satisfaction with law enforcers when compared to conservatives. Among those who were either contacted by the police, or who initiated contact, political orientations had no effect on satisfaction. What was significant across all models though was procedural justice.Research limitationsGeneralization attempts are hindered considering the non-probability nature of the sample, while causality can also not be confirmed since data are cross-sectional.Practical implicationsPolice officers must behave in procedurally fair manners when interacting with citizens and engage in community outreach initiatives in order to improve their image across society.Originality/valueFindings offer insight into the conditions under which voting preferences can shape evaluations of the police.

The focus of this study is to examine citizen satisfaction with the police. Specifically, the authors aim to understand the factors that determine citizen satisfaction with police services in India, a former English colony and a relatively new republic that has achieved a significant economic development in recent decades. Findings from analysis of a convenience sample (N = 845) obtained from four Northern states in India suggest that perceived procedural fairness, fear of crime, and age of the respondents predict satisfaction with police services. Moreover, perceived professionalism of police officers is found to increase their perceived procedural fairness.

City branding has come to occupy an increasingly important position in contemporary branding literature due to the global competition between cities and the desire for the municipal authorities to find new methods to secure or improve their positions in this competition. Recent studies have begun to address the challenge of city branding derived from its multitude of stakeholders. Among all the various stakeholders, residents are believed to be the most influential target group in the cities, since as well as being citizens they have a key role in establishing a solid brand and acting as ambassadors for the cities. Thus, the primary goal of this research was to develop a valid scale to measure citizen city satisfaction and rank the factors of this scale by using eight residents who live and/or work in both the cities of Nicosia and Kyrenia and later compare and analyse these two cities using the analytic hierarchy process. This study demonstrates the effective use of this new method and its application of a new citizen satisfaction index for place branding scholars. This will also enable the two municipal authorities to understand the priorities of the residents living in Kyrenia and Nicosia and their perceptions of the two cities. Findings of the research show that personal and public safety is the most prioritised factor and according to the overall evaluation, Nicosia has slightly higher city satisfaction level than Kyrenia. These findings will direct municipal officials to allocate their resources appropriately and prepare educational programmes which will encourage the residents to establish stronger city ambassadorship and citizenship behaviours.

Purpose: E-Government, as a new bond linking the government and the public, has gradually become the focus of innovation in government services. The paper focuses on the e-Government service quality issues from the perspective of users. Design/methodology/approach: From the aspects of online service quality perception and offline service quality perception, based on IS Success model and SERQUAL model, e-Government Services Quality model has been set up with information quality, system quality and service quality as key factors. Then, the survey method was applied to collect data and then to test the model. Findings: It was found that users' perception of offline service quality has a significant effect on improving their perception of online service quality, and online service quality perception has a significant effect on public satisfaction of e-Government services; information clarity, system security and stability, interactive services and \"one-stop\" services all have a significant effect on public satisfaction of e-Government services. However, offline service quality perception has certain positive effect on public satisfaction of e-Government services but not dramatically. Research limitations/implications: Mobile e-Government as an important direction of the development of e-Government, in the future, we will study more about mobile e-Government services channels. Originality/value: This study further develops the theory of information system service quality, and also provides a theoretical reference for government departments. On the one hand, based on the characteristics of e-government system, information quality, system quality and service quality in the previous system service model are further discussed; on the other hand, both online and offline services are taken into consideration in the information system service model, thus establishing the e-government services quality model and making an in-depth study of the integration effect of online and offline services. Its conclusions can be references for the application of traditional information system service model in the field of e-government.

Objectives Systematically review and synthesize the existing research on community-oriented policing to identify its effects on crime, disorder, fear, citizen satisfaction, and police legitimacy. Methods We searched a broad range of databases, websites, and journals to identify eligible studies that measured pre-post changes in outcomes in treatment and comparison areas following the implementation of policing strategies that involved community collaboration or consultation. We identified 25 reports containing 65 independent tests of community-oriented policing, most of which were conducted in neighborhoods in the United States. Thirty-seven of these comparisons were included in a meta-analysis. Results Our findings suggest that community-oriented policing strategies have positive effects on citizen satisfaction, perceptions of disorder, and police legitimacy, but limited effects on crime and fear of crime. Conclusions Our review provides important evidence for the benefits of community policing for improving perceptions of the police, although our findings overall are ambiguous. The challenges we faced in conducting this review highlight a need for further research and theory development around community policing. In particular, there is a need to explicate and test a logic model that explains how short-term benefits of community policing, like improved citizen satisfaction, relate to longer-term crime prevention effects, and to identify the policing strategies that benefit most from community participation.

This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction.

This study describes how, as part of the administrative reform of Bangladesh, most of the urban local governments have set up some public service center like Pourasava Digital Center (PDC), where ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. The current study measures the Service Quality Satisfaction and Continuous Use Intention to use Pourasava Digital Center (PDC) in Bangladesh by adopting citizen participation as a moderator. Theoretically, this study has used the DeLone & McLean Information Systems (D&M IS) Success Model and Zhang’s two-dimensional satisfaction model. However, most of the existing studies in Bangladesh are qualitative, and the relationship between service quality and citizen satisfaction has not been tested. A survey was conducted based on a structured questionnaire method and data collected from 332 respondents from 05 PDC and applying structural equation modelling in AMOS software while analyzing the data. The empirical results showed that the data fit the model. The finding of this study is that information quality affects specific satisfaction but not accumulative satisfaction, and specific satisfaction might not lead to accumulative satisfaction. One of the worthy findings of this study is that citizen satisfaction is highly dependent on system quality and service quality rather than information quality. The continuous use intention of the citizen is not based on specific satisfaction but significantly depends on accumulative satisfaction. To ensure the improvement of PDC’s service quality, all dimensions related to the quality of service should be modified, and the administrative system and citizens should be encouraged to participate in all aspects of services.

This study investigates the satisfaction and adequacy of citizens through the expected quality and perceived quality in the areas of planning and territorial viability, experience in the provision of municipal services and citizen experience in environmental issues, in order to provide tools for territorial decision making for the citizens’ well-being. In our research PLS software is used for the analysis of hypotheses. A questionnaire was delivered to a sample of 521 citizens, representing the spectrum of the population, and the statistical study of the responses yielded results on citizen satisfaction and loyalty. Our research includes the study of moderating effects on the causal ratio of perceived value and satisfaction in territorial planning and viability, the perceived quality in the provision of municipal services and the perceived quality in the citizen experience in the environmental management of the territory on the value relationship perceived by the citizen and general satisfaction. A second objective of the study is to see if there are significant differences in the hypotheses raised by gender by performing a multigroup analysis. This difference has been appreciated in two of the hypotheses. The study shows that the policies exercised by the territorial managers of the different areas have a significant influence on the value perceived by citizens, satisfaction and loyalty, which shape their general well-being. Areas for improvement in territorial policies and municipal services such as citizen security, air quality, public lighting and sports services have been identified. Knowing these shortcomings allows politicians to focus their efforts on improving the quality of life in cities.

This study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens’ needs and build their loyalty.