Assessing the Relation between Satisfaction with Public Service Delivery and Trust in Government: The Impact of the Predisposition of Citizens Toward Government on Evaluations of Its Performance

Kampen, J. K., Van de Walle, S., & Bouckaert, G. (2006). ‘Assessing the relation between satisfaction with public service delivery and trust in government: The impact of the predisposition of citizens toward government on evaluations of its performance’. In: Public Performance and Management Review,

18 Pages Posted: 29 Sep 2013

See all articles by Jarl K. Kampen

Jarl K. Kampen

KU Leuven - Department of Political Science

Steven Van de Walle

KU Leuven - Department of Political Science; Erasmus University Rotterdam - Department of Public Administration

Geert Bouckaert

KU Leuven

Date Written: 2006

Abstract

We study how satisfaction with service delivery affects trust in public agencies in an empirical setting. Our basic assumption is that the causal relationship between satisfaction and trust cannot fruitfully be analysed when the measures are not 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.

Keywords: client satisfaction, trust in government, performance, public services, service delivery

JEL Classification: D73

Suggested Citation

Kampen, Jarl K. and Van de Walle, Steven and Bouckaert, Geert, Assessing the Relation between Satisfaction with Public Service Delivery and Trust in Government: The Impact of the Predisposition of Citizens Toward Government on Evaluations of Its Performance (2006). Kampen, J. K., Van de Walle, S., & Bouckaert, G. (2006). ‘Assessing the relation between satisfaction with public service delivery and trust in government: The impact of the predisposition of citizens toward government on evaluations of its performance’. In: Public Performance and Management Review,. Available at SSRN: https://ssrn.com/abstract=2332083

Jarl K. Kampen

KU Leuven - Department of Political Science ( email )

Leuven, B-3000
Belgium

Steven Van de Walle (Contact Author)

KU Leuven - Department of Political Science ( email )

Public Management Institute
Van Evenstraat 2A
B-3000 Leuven
Belgium
+32 16 323614 (Phone)
+32 16 323611 (Fax)

HOME PAGE: http://www.publicmanagementinstitute.be

Erasmus University Rotterdam - Department of Public Administration ( email )

3000 DR Rotterdam
Netherlands
0031 10 408 2518 (Phone)

HOME PAGE: http://www.stevenvandewalle.eu

Geert Bouckaert

KU Leuven ( email )

Oude Markt 13
Leuven, 3000
Belgium

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