caa a22 4500 397524072 CHVBK 20180308164640.0 cr unu---uuuuu 161202e199504 xx s 000 0 eng 10.1093/oxfordjournals.jpart.a037243 doi (NATIONALLICENCE)oxford-10.1093/oxfordjournals.jpart.a037243 Serra George University of Miami Citizen-Initiated Contact and Satisfaction With Bureaucracy: A Multivariate Analysis [Elektronische Daten] [George Serra] 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. © 1995 by The Journal of Public Administration Research and Theory, Inc. ARTICLES nationallicence Journal of Public Administration Research and Theory Oxford University Press 5/2(1995-04), 175-188 1053-1858 5:2<175 1995 5 jopart https://doi.org/10.1093/oxfordjournals.jpart.a037243 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1093/oxfordjournals.jpart.a037243 text/html Onlinezugriff via DOI NATIONALLICENCE 100 1- Serra George University of Miami NATIONALLICENCE 773 0- Journal of Public Administration Research and Theory Oxford University Press 5/2(1995-04), 175-188 1053-1858 5:2<175 1995 5 jopart Metadata rights reserved CC BY-NC-4.0 http://creativecommons.org/licenses/by-nc/4.0 nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-oxford