This article aims to examine the relationship between internal management performance and citizen satisfaction in the public sector. Top-down style evaluations emphasize improving the internal managerial performance of an agency, but few studies examine the relationship between the internal management of a governmental agency and citizen satisfaction. Our case study of government management in Seoul city attempts to address this deficiency by using data from the Seoul Service Index. Our results demonstrate a positive correlation between management performance and citizen satisfaction. We also found that the level of citizen satisfaction that helped trigger improvements in management practices varies according to the type of service. The implication of these results is that the managers of public organizations who wish to improve citizens’ satisfaction with the particular service offered by their organization must seek to strategically reform their bureaucracy’s internal management.
This study advances a comprehensive model of urban service distribution based upon types of urban services, to which little concern has been paid in the study of service distribution. By introducing an integrating typology of urban services, it shows how the pattern of service distribution varies depending on service type. By doing so, this study demonstrates that polarized discussions about the primacy of different explanatory models are inadequate and artificial, and that seemingly contradictory models are not necessarily mutually exclusive when the effect of service type on the distribution of services is taken into consideration.
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