Social and Behavioral Sciences Commons^™

Service Satisfaction, Competence And Caring: Examining The Influence Of Experience With The Public Bureaucracy On Citizen Attitudes Of Trust In Government, Lauren Kriston Harding

Doctoral Dissertations

Examining the relationship among government performance, service satisfaction and trust in government advocated by the New Public Management, this research contributes to a better understanding of the performance-trust hypothesis and its assumptions. This study evaluates the satisfaction link of the performance-trust hypothesis, investigating influences on service satisfaction and how these translate into trust. In particular, two implicit assumptions of the performance-trust hypothesis are explored. First, citizen experience with public services is examined as a measure of specific support for government. Second, the role of citizen interactions with the bureaucracy is assessed, specifically identifying the influence of citizen attitudes toward public …