An Exploratory Study on the Perception of Public Service from Citizen Perspective in the Context of Public Value Management

Kwak, Hyon Kun

The purpose of this study is to introduce normatively the citizen perspective of Public Value Management as contrasted with the customer oriented New Public Management. In addition, it tries to empirically identify the existence of citizen perspective at an exploratory level. For the latter, it carries out an analysis of whether the recognition of a particular public value as program goal has influence on citizen attitudes to the program legitimacy and acceptability as well as on the level of satisfaction with the program. Specifically it focuses on the 2008 bus route reform at Daejeon Metropolitan City, carried out for the first time since the introduction of a public bus service 56 years ago. Based on survey data collected from 497 bus service users, statistical analyses were conducted to identify whether citizens' recognition of universal service as a reform goal had an effect on their perception of the legitimacy and acceptability of the reform as well as their satisfaction level. The result shows a high positive correlation between the recognition of universal service goal and the program satisfaction level. In addition it appears that the recognition has a positive influence on the legitimacy and acceptability of the reform. The conclusion emphasizes the need for public managers to seriously consider citizen perspective beyond customer one.

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REFERENCES (44)
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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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