Bureaucratic contacts and their impact on citizen satisfaction with local government agencies: The influence of expectation

Abstract

This study investigates key aspects of administrative process in citizen contacts with local government agencies and their impact on citizen satisfaction with those agencies in an institutional context of limited accountability and channels for obtaining information of public service outcomes and performance. Using survey data collected in a Chinese city district, we examine the effect of administrative processes—the quality and results of citizens’ bureaucratic contacts—on their satisfaction with local police departments and the role of citizens’ expectation in this relationship. The findings indicate that both quality and results of bureaucratic contacts are significantly related to citizen satisfaction. Additionally, the relationships of citizen satisfaction and bureaucratic contacts are moderated by citizens’ expectation on the performance of local government agencies. The results suggest that using proper communication strategies, which help shape citizen expectation, and improving citizens’ experiences in the administrative processes are important practices that could increase citizen satisfaction.

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