Non-Face-to-Face Public Services and Perceptions of Public Organizations

Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset...

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Autores principales:	Da-Hee Lim, Dae-Woong Lee
Formato:	article
Lenguaje:	EN
Publicado:	MDPI AG 2021
Materias:	public service non-face-to-face COVID-19 public organization government satisfaction Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/c9eb62b5e7f140f09e937379ba6701d9
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spelling	oai:doaj.org-article:c9eb62b5e7f140f09e937379ba6701d92021-11-11T19:47:03ZNon-Face-to-Face Public Services and Perceptions of Public Organizations10.3390/su1321121852071-1050https://doaj.org/article/c9eb62b5e7f140f09e937379ba6701d92021-11-01T00:00:00Zhttps://www.mdpi.com/2071-1050/13/21/12185https://doaj.org/toc/2071-1050Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset of COVID-19, the existing face-to-face public service delivery system has shown limitations in meeting citizens’ needs for public services (fastness, transparency, and safety); as a result, a shift to non-face-to-face public services is required. The study proposes the question: “How does citizens’ satisfaction with non-face-to-face public services affect public organizations (response and transparency) and government satisfaction?”. The purpose of this study is to verify the effect of satisfaction (content and procedural) with non-face-to-face public services on the perception (responsiveness and transparency) of public organizations and governments’ satisfaction. Specifically, non-face-to-face public services are divided into content and procedural aspects to analyze the responsiveness and transparency of public organizations and their impact on government satisfaction. This study used a structural equations model for analysis and used data collected in 2019 by the Korea Institute of Public Administration, a representative public research institute in Korea. The main analysis results are as follows: the responsiveness and transparency of public organizations increased alongside satisfaction with content and procedural satisfaction with non-face-to-face public services, and government satisfaction increased with responsiveness to and transparency toward public organizations.Da-Hee LimDae-Woong LeeMDPI AGarticlepublic servicenon-face-to-faceCOVID-19public organizationgovernment satisfactionEnvironmental effects of industries and plantsTD194-195Renewable energy sourcesTJ807-830Environmental sciencesGE1-350ENSustainability, Vol 13, Iss 12185, p 12185 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	public service non-face-to-face COVID-19 public organization government satisfaction Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
spellingShingle	public service non-face-to-face COVID-19 public organization government satisfaction Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350 Da-Hee Lim Dae-Woong Lee Non-Face-to-Face Public Services and Perceptions of Public Organizations
description	Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset of COVID-19, the existing face-to-face public service delivery system has shown limitations in meeting citizens’ needs for public services (fastness, transparency, and safety); as a result, a shift to non-face-to-face public services is required. The study proposes the question: “How does citizens’ satisfaction with non-face-to-face public services affect public organizations (response and transparency) and government satisfaction?”. The purpose of this study is to verify the effect of satisfaction (content and procedural) with non-face-to-face public services on the perception (responsiveness and transparency) of public organizations and governments’ satisfaction. Specifically, non-face-to-face public services are divided into content and procedural aspects to analyze the responsiveness and transparency of public organizations and their impact on government satisfaction. This study used a structural equations model for analysis and used data collected in 2019 by the Korea Institute of Public Administration, a representative public research institute in Korea. The main analysis results are as follows: the responsiveness and transparency of public organizations increased alongside satisfaction with content and procedural satisfaction with non-face-to-face public services, and government satisfaction increased with responsiveness to and transparency toward public organizations.
format	article
author	Da-Hee Lim Dae-Woong Lee
author_facet	Da-Hee Lim Dae-Woong Lee
author_sort	Da-Hee Lim
title	Non-Face-to-Face Public Services and Perceptions of Public Organizations
title_short	Non-Face-to-Face Public Services and Perceptions of Public Organizations
title_full	Non-Face-to-Face Public Services and Perceptions of Public Organizations
title_fullStr	Non-Face-to-Face Public Services and Perceptions of Public Organizations
title_full_unstemmed	Non-Face-to-Face Public Services and Perceptions of Public Organizations
title_sort	non-face-to-face public services and perceptions of public organizations
publisher	MDPI AG
publishDate	2021
url	https://doaj.org/article/c9eb62b5e7f140f09e937379ba6701d9
work_keys_str_mv	AT daheelim nonfacetofacepublicservicesandperceptionsofpublicorganizations AT daewoonglee nonfacetofacepublicservicesandperceptionsofpublicorganizations
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Non-Face-to-Face Public Services and Perceptions of Public Organizations

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