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Frontiers in Management Research
FMR > Volume 4, Number 1, January 2020

Measuring Citizen Satisfaction with Public Services Delivery: Evidence from Kuwait Public Sector

Download PDF  (311.7 KB)PP. 8-17,  Pub. Date:December 13, 2019
DOI: 10.22606/fmr.2020.41002

Author(s)
Arafa, T. Badran, Al-Fahad, Mohamed, Al Ghais M. R, Hamdy, H. I.
Affiliation(s)
Kuwait University, Kuwait
Kuwait University, Kuwait
Kuwait University, Kuwait
MSA University, Egypt
Abstract
The objectives of this study are to examine the degrees of public satisfaction with the quality of public services provided by the ministry of public work in Kuwait. As well as to identify the most important service quality indicators, that determine citizen satisfaction. We would like to emphasize that the ministry of work is just an example represents the public sector where all government organizations work under the same laws and regulations. This study administered a survey to meet these goals, where we designed, revised, and launched a structured questionnaire among 500 citizens who have been receiving services from the ministry of work. Of which only 439 questionnaires were received in completed forms, with response rate close to 87.8 %. Descriptive statistics, expletory factor analysis, correlation analysis, and structural equation modeling statistical techniques were employed to identify the most influential quality indicators on citizen’s satisfaction with the government services. The results indicated that satisfaction with development and maintaining of infrastructure represents 69% of the sample, development and maintenance road network makes 76%, employee courtesy and hospitality accounts for 63%, rules and regulations explains 60%, and satisfaction with ease of procedures signifies 62%. Moreover, the path analysis statistical technique revealed that government rules and regulation has the most impact on overall satisfaction among other quality indicators 45%, while employee’s hospitality and courtesy has 38% effect, infrastructure has 20% effect, road development has 9% effect, and finally, respondents have negative (-12)% impact on overall satisfaction.
Keywords
Average variance extracted, customer satisfaction, path analysis, public services, reliability coefficient, service quality, structure equation modeling, variance explained.
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