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- All Subjects: local government
- Creators: Lucio, Joanna
Description
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.
ContributorsMcNamara, Catherine (Author) / Alozie, Nicholas O (Thesis advisor) / Cayer, Joseph (Thesis advisor) / Lucio, Joanna (Committee member) / Arizona State University (Publisher)
Created2012
Description
The City of Portland has 21 distinct agencies/bureaus with Facebook pages. Of these 21 Facebook pages, three were selected for in-depth case study analysis. Qualitative methods including descriptive coding (Saldana, 2009; Saldaña, 2003; Wolcott, 1994) and content analysis were the primary methodological tools used while the individual SMS post was the unit of analysis. Basic quantitative methods were used to generate tabular values for general post/agency comparison.
This research identifies SMS usage patterns, differences, and policy implications within a large city government where multiple agencies have independent control over their own SMS sites/pages. It examines how each agency/bureau uses SMS and to determine if such use fits within Iris Marion Young's deliberative democracy model. This research contributes to voids in the academic literature in the topics of governmental SMS usage, intra-city SMS usage, and SMS as a mechanism for promoting deliberative democracy.
This research identifies SMS usage patterns, differences, and policy implications within a large city government where multiple agencies have independent control over their own SMS sites/pages. It examines how each agency/bureau uses SMS and to determine if such use fits within Iris Marion Young's deliberative democracy model. This research contributes to voids in the academic literature in the topics of governmental SMS usage, intra-city SMS usage, and SMS as a mechanism for promoting deliberative democracy.
ContributorsChing, Brandon (Author) / Schugurensky, Daniel, 1958- (Thesis advisor) / Lucio, Joanna (Committee member) / Jones, Matthew (Committee member) / Arizona State University (Publisher)
Created2015