A public service management model as an antecedent for citizen satisfaction and fiscal policy

Abstract

PurposeThe study of citizens' perceptions of the performance of public services and their relationship with the taxes allocated to them is of great interest in the context of public and fiscal management and the welfare state. This study has a twofold objective in defining a structural equation modeling (SEM) model: on the one hand, to measure the relationship between the perception of the performance of public services and the taxes allocated to them and on the other hand, to study the reflection of the perception of the performance of public services on the happiness and satisfaction of citizens.Design/methodology/approachTo achieve this objective, a descriptive cross-sectional study was carried out based on data from the “Public opinion and fiscal policy, 2022” questionnaire of the Centro de Investigaciones Sociológicas (CIS) through a survey with a sample of 2,543 citizens representative of the Spanish population. The partial least squares (PLS) method was applied to test the following hypotheses.FindingsThe result of this research allows us to know which variables in relation to citizens' perception of the functioning of public services have a positive influence on use of taxes and on citizens' happiness and satisfaction.Originality/valueOne of the novelties of this study is to analyse the effect of consumer perception on the performance of public services from the perspective of the welfare state by improving citizens' happiness and satisfaction.

How can tourism managers' happiness be generated through personal and innovative tourism services?

“…The first provides rich information for public administrations to develop policy actions to foster organisational innovation within tourism enterprises through corporate happiness. In this way, tourism enterprises can maximise their efficiency and competitiveness in the long run (Nuñez-Barriopedro et al ., 2023). Second, the empirical results of this scientific study show the critical role of a happy leadership style in creating responsible, green and innovative environments in today's digital society (Li et al ., 2023).…”

Guest editorial: Happiness and corporate social responsibility: the role of organizational culture and consumers in a sustainable economy

“…N uñez- Barriopedro et al (2024) examined the relationship between citizens' perceptions of public service performance and the taxes allocated to such services. Her contribution also explores the impact of public service perception on citizens' happiness and satisfaction.…”

“…Núñez-Barriopedro et al . (2024) examined the relationship between citizens’ perceptions of public service performance and the taxes allocated to such services.…”

Model based on service quality, satisfaction and trust, the antecedents of federated athletes' happiness and loyalty

“…Sometimes happiness acts as an antecedent of satisfaction, as occurs in the field of tax rates (Núnez-Barriopedro et al. , 2023).…”

“…In the field studied in this paper, these lines of research make a lot of sense since the relationship between members and federations is long term. Sometimes happiness acts as an antecedent of satisfaction, as occurs in the field of tax rates (N unez-Barriopedro et al, 2023). However, it is more common for satisfaction to positively affect happiness (G omez-Baya et al, 2021).…”