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

Authors: Pankaj Tiwari

Addresses: Tashkent Metropolitan University, 116, Usta Shirin St., Almazar District, Tashkent, Uzbekistan

Abstract: We believe that 'sound governance' aims to achieve the same results as 'good governance' in ensuring the satisfaction of its citizens in the healthcare sector. Street-level bureaucrats in the healthcare sector are essential to achieving this goal because they interact with citizens regularly. Therefore, this study aims to examine the relationship between inclusive leadership and citizen satisfaction in the presence of sound governance. In this study, we interviewed 254 citizens of the Uttarakhand Region who receive health care services from Anganwadis (the street-level bureaucrat) workers. We analysed the data using partial least squares and structural equation modelling. The relationship between sound governance and citizen satisfaction was positive and statistically significant with citizen satisfaction. Unlike other studies, our study used a Gaussian copula to analyse the association between random variables. We included the control variables, age and education, in our study. Our model can predict a 54.5% variation in citizen satisfaction from the Anganwadi program. Our results show how inclusive leadership and sound governance pillars such as structures, processes, values and other dimensions can strengthen health initiatives in the healthcare sector.

Keywords: Anganwadi; sound governance; inclusive leadership; citizen satisfaction; street-level bureaucrats; Gaussian copula.

DOI: 10.1504/EG.2026.156031

Electronic Government, an International Journal, 2026 Vol.22 No.5, pp.478 - 509

Received: 11 Apr 2024
Accepted: 22 Apr 2025
Published online: 01 Sep 2026 *

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