Analyzing Influencing Factors on Citizens' Trust and Satisfaction

Analyzing Influencing Factors on Citizens' Trust and Satisfaction

Falko Walther (Faculty of Economics and Business Administration, University of Giessen, Giessen, Germany), Patrick Weber (Faculty of Economics and Business Administration, University of Giessen, Giessen, Germany) and Rüdiger Kabst (University of Paderborn, Paderborn, Germany)
DOI: 10.4018/IJPADA.2018040104

Abstract

Understanding the general linkage between citizens' political efficacy and their satisfaction with and trust in local administrative units is essential to understand the consequences of administrative decision-making. This article offers a SEM approach that shows how citizens' political efficacy, i.e. through secure e-Government services, affects satisfaction with and trust in their administrative units. The authors present initial insights into the effects of political efficacy on citizens' satisfaction with and trust in their local administrative units. They show that a high perceived feeling of being able to influence administrative and political work within a local environment increases citizens' evaluations of both satisfaction and trust.
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Theory

Recent research about citizens’ satisfaction with and trust in their administrative units has concentrated either on links between political efficacy - the belief that citizens can make a difference, can interact with their administrations -and citizens’ satisfaction -how satisfied an individual is with local politics and governmental outcomes - or political efficacy and citizens’ trust - how strongly an individual believes in the local administrative units and secure e-Services (Hoogland DeHoog, 1990; Sharoni, 2012; Dutton et al., 2005).

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