Abstract Book of the 9th International Conference on Advanced Research in Management, Business and Finance
Year: 2025
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Citizen-Focused Service Delivery Design and its Impact on Perceived Quality and Satisfaction: Developing a CF-SDD Model for Local Government Organizations
Despoina Potamitou-Zourmpanou, Athanasia Tziortzi
ABSTRACT:
The purpose of this paper is to examine how the Service Delivery Design (SDD) of Public/Local Government shapes and affects service delivery outcomes, with a focus on citizen-perceived service quality and satisfaction, and to propose a citizen-focused service delivery design model for the local government of Cyprus. This model is based on specific SDD dimensions of: Service Delivery Orientation, Leadership/Management, Infrastructure, Human Capital Performance Competence and Accountability. The methodology used in this study is a quantitative research design, conducted through an e- survey among the citizens, served by Local Government Organizations, under the authority of the Republic of Cyprus. For data analysis, the study applied the PLS-SEM statistical method for the estimation and confirmation of the proposed CF-SDD Model. The research findings supported the construction and proposal of a Citizen-focused Service Delivery Design Model for Local Government, indicating the existence of direct, causal, and predictive relationships among the specified/proposed Service Delivery Design dimensions with the service delivery οutcomes of citizen-perceived service quality satisfaction (CPSPQS). The originality/value of the study lies on the development of a CF-SDD Model for LGOs, focusing on service delivery outcomes of citizen-perceived service quality satisfaction and being based on service receivers’ (citizens΄) perceptions. This makes this study unique, as most studies concerning Cyprus’ public service delivery have historically been based on the service providers΄ (public sector professionals) views. As such, it provides valuable insights for improving public service delivery.
Keywords: accountability; citizen-perspective; infrastructure; management; workforce