Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda
Soojin Kim,
Eunju Rho,
Yu Xuan Joycelyn Teo
Abstract:This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academ… Show more
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