The roles of perception, transparency, trust and perceived social equity in enhancing citizen satisfaction in the public sector
by Phuong V. Nguyen; Dong Mong Nguyen; Thi Vu Anh Trinh; Khoa T. Tran
International Journal of Trade and Global Markets (IJTGM), Vol. 14, No. 2, 2021

Abstract: This paper prioritises the role of transparency in shaping citizen perceptions, trust, and social equity to enhance citizen satisfaction with public sector performance. An influential contribution of the abovementioned antecedents to citizen satisfaction is supported by the results of structural equation modelling. Perceived performance and social equity are identified as new mediators of the relationship between transparency and social equity, in addition to a negative moderating effect of citizen trust. By examining critical issues of reform in Ho Chi Minh City, Vietnam, the findings provide insights into the public sector and suggest managerial implications for fostering citizen satisfaction.

Online publication date: Thu, 08-Apr-2021

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