Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh

Abstract

This research focuses on institutional trust based on the general trust discourse using a theoretical framework to delve into institutional trust based on various organisational performance measures and citizen perception indicators. It employs a social survey method to empirically inquire into citizen perceptions and the level of their satisfaction from service delivery and the extent of their trust in locally-based institutions providing public services in an urban setting. The findings indicate that trust is dependent on the performance of service staff, the values they manifest, the process involved in obtaining services, and the sorts of measures used to assess performance.