{"title":"Socioeconomic Disparities, Service Equity, and Citizen Satisfaction: Cross-National Evidence","authors":"Miyeon Song, Seung-Ho An, Sun Gue (Susan) Yang","doi":"10.1111/puar.13886","DOIUrl":null,"url":null,"abstract":"The literature on citizen satisfaction has predominantly focused on the key factors of service quality, with scant attention paid to the role of equity. Furthermore, these studies often rely on a single demographic identity within a single country, limiting their scope. This study aims to address these gaps by examining how outcome disparities based on socioeconomic status (SES) affect satisfaction with service providers across countries. Using a cross-national education database, we employ three SES measures—education, income, and occupation—to test how disparities in student performance across SES groups affect parents' satisfaction with schools. Our findings show that parents in less professional occupations express lower satisfaction with schools when their children underperform compared with students whose parents hold more professional jobs. However, this relationship does not exist for education- or income-based disparities. This study advances the understanding of how outcome disparities based on SES are associated with citizen satisfaction.","PeriodicalId":48431,"journal":{"name":"Public Administration Review","volume":null,"pages":null},"PeriodicalIF":6.1000,"publicationDate":"2024-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Public Administration Review","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1111/puar.13886","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"PUBLIC ADMINISTRATION","Score":null,"Total":0}
引用次数: 0
Abstract
The literature on citizen satisfaction has predominantly focused on the key factors of service quality, with scant attention paid to the role of equity. Furthermore, these studies often rely on a single demographic identity within a single country, limiting their scope. This study aims to address these gaps by examining how outcome disparities based on socioeconomic status (SES) affect satisfaction with service providers across countries. Using a cross-national education database, we employ three SES measures—education, income, and occupation—to test how disparities in student performance across SES groups affect parents' satisfaction with schools. Our findings show that parents in less professional occupations express lower satisfaction with schools when their children underperform compared with students whose parents hold more professional jobs. However, this relationship does not exist for education- or income-based disparities. This study advances the understanding of how outcome disparities based on SES are associated with citizen satisfaction.
期刊介绍:
Public Administration Review (PAR), a bi-monthly professional journal, has held its position as the premier outlet for public administration research, theory, and practice for 75 years. Published for the American Society for Public Administration,TM/SM, it uniquely serves both academics and practitioners in the public sector. PAR features articles that identify and analyze current trends, offer a factual basis for decision-making, stimulate discussion, and present leading literature in an easily accessible format. Covering a diverse range of topics and featuring expert book reviews, PAR is both exciting to read and an indispensable resource in the field.