Abstract
The interface between citizens and public administration constitutes a domain where frequent and critical direct interactions occur. Yet, the public experience derived from these encounters is remarkably diverse. While a segment of citizens navigates administrative procedures with relative ease and comfort, others report predominantly negative sentiments. Beyond conventional determinants like public trust and general satisfaction with the administration, this study hypothesizes that responsiveness (the speed and relevance of the administration's action) is a significant and crucial factor. Drawing on the analysis of data from representative population surveys, this paper empirically establishes a direct correlation between the perceived responsiveness of the administration and the user's level of satisfaction. Furthermore, the findings indicate that the most substantial explanatory factor for perceived satisfaction with public administration is the established reputation of the specific local public administration entity involved.
Keywords. Public administration; Satisfaction; Responsiveness; Reputation.
JEL. H83; H76; C12.
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