Citizen-Initiated Contact and Satisfaction With Bureaucracy: A Multivariate Analysis
本研究使用多变量概率模型，整合影响公民接触官僚机构及其满意度的因素，发现项目知晓度和社会参与是关键，而过程评价和一线官僚行为对满意度影响最大。
Substantial gaps exist in our understanding of citizens' bureaucratic encounters, in part because of the difficulty of obtaining appropriate data and in part because sources of citizens' bureaucratic encounters are based primarily on results from single or paired variable analysis in separate studies. This study presents multivariate probit models to integrate the overall factors that contribute both to individuals' contacts with unelected officials and to their satisfaction with that contact. Results indicate that of the six key independent variables purported to affect citizens' encounters with government agencies, awareness of programs and social involvement are the most important. Furthermore, the study finds that the two most potent shapers of citizens' satisfaction with bureaucracy are their assessments of the process that the agency went through (promptness, efficiency, and fairness) and their assessments of the behavior of street-level bureaucrats with whom they personally interacted—in terms of knowledgeableness, courtesy, and openness to criticism.