Socioeconomic Disparities, Service Equity, and Citizen Satisfaction: Cross-National Evidence

IF 6.1 1区 管理学 Q1 PUBLIC ADMINISTRATION Public Administration Review Pub Date : 2024-11-05 DOI:10.1111/puar.13886
Miyeon Song, Seung-Ho An, Sun Gue (Susan) Yang
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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.
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社会经济差异、服务公平和公民满意度:跨国证据
有关公民满意度的文献主要集中于服务质量的关键因素,很少关注公平的作用。此外,这些研究往往依赖于单一国家的单一人口特征,从而限制了研究范围。本研究旨在通过研究基于社会经济地位(SES)的结果差异如何影响各国对服务提供者的满意度来弥补这些不足。利用跨国教育数据库,我们采用了三种社会经济地位衡量标准--教育、收入和职业--来检验不同社会经济地位群体的学生成绩差异如何影响家长对学校的满意度。我们的研究结果表明,与父母从事较专业工作的学生相比,当子女成绩不佳时,从事较不专业工作的父母对学校的满意度较低。然而,这种关系在教育或收入差异方面并不存在。这项研究加深了人们对基于社会经济地位的结果差异如何与公民满意度相关联的理解。
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来源期刊
Public Administration Review
Public Administration Review PUBLIC ADMINISTRATION-
CiteScore
15.10
自引率
10.80%
发文量
130
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.
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