This collection includes most of the ASU Theses and Dissertations from 2011 to present. ASU Theses and Dissertations are available in downloadable PDF format; however, a small percentage of items are under embargo. Information about the dissertations/theses includes degree information, committee members, an abstract, supporting data or media.
In addition to the electronic theses found in the ASU Digital Repository, ASU Theses and Dissertations can be found in the ASU Library Catalog.
Dissertations and Theses granted by Arizona State University are archived and made available through a joint effort of the ASU Graduate College and the ASU Libraries. For more information or questions about this collection contact or visit the Digital Repository ETD Library Guide or contact the ASU Graduate College at gradformat@asu.edu.
Government performance and accountability have grown to be predominant areas within public administration literature over the last forty years. The research presented in this dissertation examines the relationship between citizen satisfaction and local government performance. Citizen review of service delivery provides vital feedback that facilitates better resource management within local…
Government performance and accountability have grown to be predominant areas within public administration literature over the last forty years. The research presented in this dissertation examines the relationship between citizen satisfaction and local government performance. Citizen review of service delivery provides vital feedback that facilitates better resource management within local government. Using data from a single jurisdiction, two aspects of citizen satisfaction are reviewed. This includes citizen review of overall city performance, and citizen satisfaction with individual service delivery. Logit regression analysis is used to test several factors that affect citizen evaluation of service delivery in local government, while ordinary least squares regression is used to test the relationship between personal factors and citizen evaluation of specific local services. The results generated four major findings that contribute to the scholarly body of knowledge and local government knowledge application. First, citizens who are predisposed to supporting the local jurisdiction are more likely to rate service delivery high. Second, customer service is important. Third, those who experience government services similarly will collectively react similarly to the service experience. Finally, the length of residency has an impact on satisfaction levels with specific services. Implications for the literature as well as for practice are discussed.
