Effects of public-perceived administrative service quality on public satisfaction, government reputation and public trust: An empirical analysis based on the local governments of China

摘要

This article sets out to probe into the process and mechanism for government's administrative service quality to influence public satisfaction, government reputation and public trust. It also explores the relationship among satisfaction, government reputation and public trust. Extant studies have confirmed the six dimensions of public-perceived administrative service quality, i.e., convenience, responsiveness, transparency, legitimacy, effectiveness and competence. This article explores how the six dimensions of public-perceived administrative service quality influence public satisfaction, government reputation as well as public trust in a disaggregated approach. According to the empirical model developed in this article, it is found that public-perceived administrative service quality has a positive impact on public satisfaction, government reputation and public trust.