Extant literature in India has extensively examined the relationship between police effectiveness and public perceptions, however certain areas still lack enough research. The eastern part of the country particularly Assam, despite its demographic significance and socio-political sensitivities remains largely understudied in the context of community policing. In districts such as Sivasagar, where historical exposure to insurgency and ethnic complexities demands a nuanced policing model, the dynamics of community engagement and citizen-led initiatives remain underexplored. This study seeks to identify the extent to which perceived police effectiveness influences public trust and cooperation, mediated by citizen satisfaction, within the specific context of Sivasagar, Assam. Employing a quantitative, descriptive, and exploratory design, primary data were collected from 80 residents through structured surveys. The dataset was analysed using inferential statistical techniques to examine both direct and mediated relationships. The findings revealed both direct and indirect significant positive effects of perceived police effectiveness on public trust and cooperation, with citizen satisfaction serving as a key mediating factor. The study offers practical insights and actionable recommendations for police departments and policymakers. Additionally, it holds theoretical and practical implications for enhancing public perception and strengthening police–community relations in regions facing complex socio-political dynamics.

How governments respond to citizen complaints on digital platforms influences public satisfaction, yet the effects of specific response styles remain underexplored. This study investigates whether two distinct response styles—acknowledgment of citizens’ complaints through repetition and non-referral resolutions—improve citizen satisfaction with government. Based on procedural justice theory, we argue that both styles promote positive citizen evaluations. A preregistered 2 × 2 survey experiment with 1,330 Chinese citizens tested these hypotheses using a vignette involving a common complaint scenario. Results indicate that both acknowledgment through repetition and non-referral significantly boost citizen satisfaction, although their interaction is not significant. These findings contribute to the field of public administration by highlighting how government responses enhance citizen satisfaction in digital settings.

Digital transformation in public services has encouraged the adoption of artificial intelligence (AI) technologies, particularly chatbots, to enhance efficiency and citizen satisfaction. However, the implementation of this technology faces challenges related to infrastructure, digital literacy, and data privacy. This study aims to systematically examine the utilization of AI chatbots as a public service innovation to optimize citizen satisfaction. A Systematic Literature Review (SLR) was conducted using thematic analysis on 22 selected articles published between 2019–2025. The findings highlight three key points: (1) AI chatbots are effective in improving public satisfaction through fast, empathetic, and interactive services; (2) successful implementation depends on infrastructure readiness, user-friendly design, digital literacy, and privacy-supportive policies; and (3) the main challenges involve data security and the digital divide. These findings offer strategic recommendations for developing responsive and sustainable digital public service policies.

Abstract Public sector organizations increasingly see intrapreneurship as a mechanism to enhance performance and proactively address the demands of modernizing and transforming government administration. This study explored how five organizational levers—management support, work discretion, time availability, rewards/reinforcement, and organizational boundaries—influence intrapreneurial behavior within public sector institutions. The research also focused on how this behavior is associated with public value orientation. The data were gathered from employees across various public institutions via 503 questionnaires and 20 semi-structured interviews. A mixed-methods approach was applied in which the quantitative data were processed using structural equation modeling and the qualitative data were subjected to content analysis. The findings indicate that management support and work discretion are significant enablers of intrapreneurial behavior in the public sector. In contrast, rewards, time availability, and organizational boundaries have no significant effect. In addition, intrapreneurial behavior was found to have a positive impact on public value orientation, which highlights the role of intrapreneurship in enhanced service delivery and citizen satisfaction. The results have practical implications for public managers and policymakers, namely, actionable pathways to fostering intrapreneurship and thus promoting innovation and responsiveness in public institutions.

Purpose of the study: This study aims to analyze how the use of the DigiDes digital village service application influences community satisfaction in Negeri Halong, Baguala District, Ambon City. Methodology: This study employed a quantitative approach using a structured questionnaire distributed to DigiDes users. Data were processed using the IBM SPSS Statistics 25 software, utilizing validity tests, reliability tests, descriptive analysis, and simple linear regression to measure the influence of the application on community satisfaction. Main Findings: The results showed that the use of the DigiDes application has a positive and significant influence on community satisfaction, particularly in terms of service efficiency, accessibility, and accuracy. Increased use of DigiDes corresponds to higher satisfaction levels, indicating strong community acceptance of digital public services. These findings suggest improvements in village governance through more transparent and responsive services, strengthened state–citizen relations, and ongoing digital-based social transformation at the village level. Novelty/Originality of this study: This study provides new insights into how digital village service applications operate in small-scale community settings, specifically in Negeri Halong. It contributes to the development of knowledge on grassroots digital governance and demonstrates how localized digital innovations can enhance service quality and citizen satisfaction in rural and semi-urban Indonesian contexts.

Application of New public management (NPM) and its impact on citizens satisfaction and loyalty

This study aimed to develop and empirically validate an integrated model for continuous smart government service usage. This model integrates constructs from the unified theory of acceptance and use of the technology framework with the expectation-confirmation model, along with an additional construct: trust. Structural equation modeling (SEM) was used to analyze data collected via online questionnaires from 369 people who utilized smart government services in the United Arab Emirates. Next, an artificial neural networks model was used to rank the relative influence of the significant predictors identified through SEM analysis. The findings reveal that, among the significant predictors affecting the continuous use of smart government services, facilitating conditions, satisfaction, and perceived usefulness had the most substantial impact. Furthermore, this study highlights the direct influence of perceived usefulness, confirmation, facilitating conditions, effort expectancy, social influence, and public trust on citizen satisfaction.

Street level bureaucrats' inclusive leadership style and citizen satisfaction: the mediation role of sound governance using a Gaussian copula approach

Enhancing citizen satisfaction with mobile government services in China: The mediating role of trust in service quality and perceived value

The implementation of e-government has become a central strategy for improving public administration performance and enhancing citizen satisfaction in Indonesia. This study aims to examine the effect of e-government implementation on citizen satisfaction in public administration. A quantitative research approach was employed using a survey method, with data collected from 300 respondents who have experience using e-government services. The measurement instrument was structured using a five-point Likert scale, capturing key dimensions of e-government implementation, including system quality, information quality, service quality, and accessibility, as well as citizen satisfaction with public services. The collected data were analyzed using the Statistical Package for the Social Sciences (SPSS) version 25, applying descriptive statistics, reliability and validity tests, and simple linear regression analysis. The results indicate that e-government implementation has a positive and statistically significant effect on citizen satisfaction. The regression analysis shows that e-government implementation explains a substantial proportion of variance in citizen satisfaction, demonstrating that effective digital public services contribute to improved efficiency, convenience, and overall service experience. These findings suggest that strengthening the quality and inclusiveness of e-government initiatives is essential for enhancing public service delivery and citizen trust in public administration in Indonesia.

This study demonstrates that Fourth Industrial Revolution (4IR) technologies hold significant potential to transform public service delivery in South Africa, particularly within rural and underserved communities. When strategically aligned with the Batho Pele Principles, these technologies can enhance efficiency, accessibility, transparency, and citizen participation, ensuring that public services are responsive to the diverse needs of all citizens. The findings reveal that technologies such as Artificial Intelligence (AI), Big Data Analytics, the Internet of Things (IoT), and automation can streamline administrative processes, reduce bureaucratic delays, and enable evidence-based decision-making. These innovations directly support the Batho Pele principles by improving service timeliness, minimising errors, and enhancing overall citizen satisfaction. However, the study also identifies critical barriers to effective digital transformation, including governance weaknesses, inadequate leadership, fragmented interdepartmental coordination, infrastructural limitations, and low levels of digital literacy among both citizens and public officials. Without addressing these constraints, the transformative potential of 4IR in public service delivery remains limited. The study highlights key policy and practical implications. It underscores the need for strengthened governance frameworks, leadership development, and coordinated digital strategies across government departments. Investment in digital infrastructure, skills development, and change management is essential to ensure inclusive and sustainable implementation. Furthermore, the findings emphasise that citizen empowerment, capacity building, and participatory policy design are critical to ensuring that digital services are accessible, user-centred, and equitable. By embedding Batho Pele principles into digital transformation initiatives, government institutions can foster public trust, enhance accountability, and achieve long-term service delivery improvements.

Public service delivery serves as a primary indicator of successful governance that emphasizes accountability, transparency, and citizen satisfaction. Poor-quality public services can diminish public trust in governmental performance and hinder the realization of good governance. This study aims to analyze the level of public satisfaction with services provided by Inspectorate of Pontianak City during the second semester of 2024 using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The CSI method is employed to measure overall satisfaction levels, whereas the IPA method is utilized to evaluate service attributes more comprehensively by comparing the importance and performance of each attribute and categorizing them into the IPA quadrants. The findings indicate that the overall public satisfaction level falls within the “very satisfied” category, with a CSI score of . This result reflects that the community generally perceives the quality of services delivered by Inspectorate of Pontianak City as highly satisfactory and able to meet user expectations. Furthermore, the IPA results reveal several attributes that require priority improvement, namely requirements, service completion time, service products, and staff competence, all of which fall into Quadrant I (high importance but low performance). These attributes are considered highly important by the public, yet their performance still requires enhancement to achieve optimal service delivery. Meanwhile, the attributes of service fees/tariffs, procedures, staff behavior, and complaint handling fall within Quadrant II (maintain performance), as they demonstrate strong performance and high importance, thus necessitating continued consistency.

State-level public administration has recognized the importance of incorporating technologies into the government system. Consequently, local entities have designed strategies aimed at optimizing administrative procedures with the purpose of improving service quality and increasing citizen satisfaction. The purpose of this article is to examine, understand, and identify the theoretical contributions related to public policies and their application in e-government, in order to evaluate their effectiveness in streamlining administrative processes in Ecuador. The study adopts a qualitative methodological approach, based on a systematic review of the existing literature, starting from a theoretical vision of state governance based on the development of digital skills and the formulation of comprehensive public policies that reduce the digital divide within government management. The results show that the implementation of universal internet use in administrative processes promotes more efficient management, reduces the complexity of procedures, and speeds up citizen services, thus contributing to a significant improvement in the quality of public services and strengthening the population's trust in state institutions.

ABSTRACT Digital technologies have shifted many public encounters with government agencies to text-based channels, yet the effects of bureaucratic language on communication quality remain unclear. Drawing on over 300,000 encounters, we examine informational and relational dimensions of administrative language and find that bureaucratic language mainly lowers citizen satisfaction by reducing text readability, with no significant relational effect. These effects do not depend on whether citizens’ demands are resolved. These findings suggest that simplifying linguistic formats and targeting communication quality, particularly in terms of accessibility, can enhance citizens’ experiences with digital communication at low cost.

This study examines governance innovation through the implementation of e-government platforms, with a particular focus on their influence on service efficiency and citizen satisfaction. As governments worldwide increasingly adopt digital systems to streamline public service delivery, understanding the extent to which these platforms improve administrative performance becomes essential. Using a mixed-methods approach that integrates quantitative service performance indicators and qualitative citizen perception data, this research investigates how digital transformation enhances responsiveness, reduces bureaucratic delays, and facilitates greater transparency in government processes. Findings indicate that e-government platforms significantly contribute to operational efficiency by automating routine tasks, improving interdepartmental coordination, and minimizing service errors. Moreover, increased accessibility, faster service delivery, and user-friendly digital interfaces positively shape citizen satisfaction, strengthening public trust in government institutions. The study further reveals that the success of governance innovation is not solely determined by technological adoption, but also by institutional readiness, digital literacy, and sustained stakeholder engagement. The results underscore the importance of integrating human-centered design and continuous improvement mechanisms to ensure inclusivity and long-term system effectiveness. Overall, this research contributes to the broader discourse on digital governance by providing empirical evidence on how e-government platforms can serve as catalysts for modernizing public administration and enhancing the overall quality of public service experience

This article analyzes the implementation of ISO standards, particularly ISO 9001:2015 and ISO 37001, in Latin American police forces, focusing on the experience of the Canelones Police Headquarters (Uruguay). Its objective is to evaluate how these management systems contribute to institutional professionalization, improved service quality, and the fight against corruption. Using a qualitative approach based on documentary analysis and a review of comparative experiences in the region, the article examines standardization processes, cultural and organizational challenges, and the results obtained since 2005. The results show increased operational efficiency, transparency, citizen satisfaction, and institutional legitimacy, although resistance to change persists. It concludes that the adoption of ISO standards constitutes a transformative strategy that, to be sustainable, requires committed leadership, ongoing training, and an organizational culture oriented toward continuous improvement and human rights.

The article examines how citizens assess the quality of public social services provided to residents of the Republic of Buryatia who find themselves in difficult life situations. The sphere of social protection in Russia is currently undergoing transformation that is determined by various socio-demographic factors related to the aging population, an increase in the number of people with disabilities and limited health capabilities, and a decline in the birth rate. In order to find ways to solve the existing problems, the study of the quality of services provided to the population by social services and agencies is required. The scientific problem addressed in this article is the possible discrepancy between the conceptual foundations of state social policy, the practices of its implementation at the local level, and, finally, the perception of its results by the direct recipients—citizens. The paper is based on field research conducted in the Republic of Buryatia in 2024 with the participation of the authors. The respondents were urban and rural residents of different age groups and social status who were registered with the social services system as needing assistance. The analysis was conducted from the perspective of key socio-demographic factors (gender, age, social status, level of education, place of residence). The study revealed a fairly high level of citizen satisfaction with the quality of social services provided. However, differences in the degree of satisfaction with these services were also identified, depending on place of residence and level of education. The study also identified the most and least sought-after types of social services and social groups requiring closer attention from social services (the elderly, people with disabilities, participants in the Social Support Program, and their families). One area that requires more detailed study, development, and implementation of new methods using modern technologies is raising public awareness of social assistance and support measures, the conditions, methods, and places where they can be obtained. The study provided a deeper understanding of the processes of social differentiation and resource distribution and revealed the specifics of the functioning of the regional social protection system. The results open up prospects for further study in this area and improvement of the research methodology in this field.

This study examines the role of emotional intelligence (EI) in enhancing public service effectiveness in Nepal. Nepalese civil servants face numerous challenges, including political pressure, resource constraints, corruption, and bureaucratic inefficiency. These challenges negatively impact service delivery and citizen trust. This paper analyzes emotional intelligence models and their four core dimensions within Nepal's multicultural administrative context, synthesizing international EI theories with traditional Nepalese values of compassion and empathy. The findings reveal that emotional intelligence significantly contributes to effective public administration through improved leadership quality, enhanced conflict resolution, reduced corruption, and increased transparency, with successful implementation examples in Nepalese organizations such as certain banks and progressive municipalities. The study identifies specific development measures, including meditation and self-awareness practices, professional EI training programs, 360-degree evaluation systems, institutional policy reforms incorporating EI criteria in recruitment and promotion, and the integration of traditional cultural values with modern management practices. The research concludes that strategic investment in EI development can bridge traditional values with modern governance. This approach will enhance citizen satisfaction, strengthen democratic institutions, and contribute to sustainable national development and prosperity.

Government purchase services (GPS) model is a significant change in government governance, and the state shifts its role of service "provider" to "purchaser" and "regulator". In the past, this transition was usually examined through the perspective of public administration (PA), which focuses on procurement, contract management, and efficiency and accountability. But this is often missing the fact that marketing is very important. This paper contends that the efficacy and public value of GPS hinges much on an intricate, although presently undeveloped, collaboration between public administration and marketing. We believe that PA and marketing are not separate processes, but rather should become an integral part throughout the entire life span of GPS. In this research, a theoretical model of synergy is conceptualized based on 4 nodes of collaboration identified. These include: (1) Incorporating market research in policies and services; (2) Aligning PA’s performance metrics with marketing’s focus on service quality and citizen satisfaction; (3) Governing public value co-creation via integrated brand management; and (4) Shifting stakeholder management into a comprehensive relationship marketing strategy. The points of collaboration looked at in this paper indicate that a model is possible wherein the focus on control and accountability of PA is enhanced by the focus on the responsiveness and relationships of marketing. This type of mechanism is being made important for making services work better, earning people’s trust, and doing real good for the public as the world of running things gets more complicated.

The main objective of this research is to determine how sanitation service management impacts citizen satisfaction in the Municipality of Pichari (2022), within a development time of 1 year and 3 months. In terms of methodology, the research is applied, with a quantitative approach by level or scope, descriptive and correlational, with a non-experimental, cross-sectional design and a deductive method. In terms of technique, a survey was used, with a questionnaire as the instrument, which was validated by three experts in the field and applied to a sample of 75 employees of the Municipality of Pichari, selected from a population of 330, during the months of October and November 2022. The questionnaire consists of 40 questions, with five optional response alternatives, according to the Likert scale. Likewise, the reliability of the instrument was calculated using IBM's SPSS statistical program, version 29, finding that Cronbach's alpha coefficient was 0.916, a value that indicates that the instrument is highly reliable. Finally, a correlation analysis was performed between the variables, revealing a strong relationship between sanitation service management and citizen satisfaction, with a Spearman correlation value of 0.773, which implies that the variables under analysis have a high correlation.