Citizen-Focused Service Delivery Design and its Impact on Perceived Quality and Satisfaction: Developing a CF-SDD Model for Local Government Organizations

Abstract

The purpose of this paper is to examine how the Service Delivery Design (SDD) of public/local government organizations is associated with, and predicts service delivery outcomes, with a focus on citizen-perceived service quality 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 online survey among 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 to estimate and confirm 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, positive, predictive relationships between the specified Service Delivery Design dimensions and the service delivery outcome of citizen-perceived service quality satisfaction (CP-SQS). The originality and value of the study lie in the development of a CF-SDD Model for Local government focusing on service delivery outcome of citizen-perceived service quality satisfaction, thus being based on service receivers’ (citizens’) perceptions. This makes this study unique, as most studies concerning Cyprus’s 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.