Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model

Siti Daleela Mohd Wahid, Siti Hajjar Mohd Amin, Abdul Jalil Mohamed Ali, Abdul Jalil Mohamed Ali, Aida Abdullah, Siti Mariam Ali


Citizen-centricity satisfaction is a recent phenomenon spreading around the world. It is of growing interest to scholars and many papers are focused on this area. This paper aims at revealing factor that predict a citizen satisfaction during pandemic outbreak in public service delivery. A massive number of theories and past scholars have carried out studies on the factors influencing citizen satisfaction, which resulted in a list containing large volume of variables. There was a need to generalize factors that capable to form a universal citizen satisfaction model. This research utilizing citizen-centric demands of transformational government model as the theoretical foundation in citizen satisfaction in public service context. 346 citizens conveniently were selected as respondents, at the same time as information become amassed via online surveys. The information become then analyzed via the use of AMOS software.  The structural equation modelling (SEM) was executed to develop the measurement model. The results exhibit that goodness of fit, construct reliability, convergent validity and discriminant validity achieved the overall fitness threshold to model citizen satisfaction. This research contributes to shed light on the literature via examining the elements of citizen-centric demands of transformational government model namely openness, responsiveness, transparency and participation in citizen satisfaction.

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Copyright (c) 2020 Siti Daleela Mohd Wahid, Siti Hajjar Mohd Amin, Siti Mariam Ali, Siti Noraziana Azis

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