THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION

Abstract

This study investigates the causal relationships between satisfaction with services, trust in public organizations and the voice orientation of citizens through the perspective of the New Public Management. The moderating role of ethical public administration in these relationships is also investigated. Survey methodology with a sample of 586 citizens from Diyarbakır city is used to analyze proposed hypotheses. According to linear regression analyzes, political efficacy level of citizens is positively affected by satisfaction with services and trust in public organizations variables. On the other hand, political participation is only impacted by satisfaction with services positively. No significant relationship can be found between satisfaction with services and political participation. Public administration ethics has a positive moderator role on the relationship between satisfaction with services and voice orientation behaviors (political efficacy and political participation). It also positively moderates the relationship between trust in public organizations and voice orientation of citizens (political efficacy and political participation). This research provides findings about the New Public Management outcomes from different country contexts through first-hand data.