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Title Understanding Citizen Trust in Local Governance: An empirical exploration of critical factors in citizen-centered administration of Islamabad, Pakistan

Author(s) Farheen Rashid

Abstract The foremost objective of present research study is to understand the level of Citizen Trust and to explore the critical factors affecting the trust among citizens within the domain of Islamabad, Pakistan. Although there are many researches based on the Citizen Trust but only few of them address the specific context of Pakistan and these studies were unable to reveal the ground realities. These studies were not able to disclose the mechanisms via which the barriers in Citizen Trust arise. Furthermore, these studies did not analyze Public Service Performance as a mediator between the connection of Citizen Trust and Good Governance. The role of Civic engagement as a moderator between the relationship of Good governance and Public service Performance has not been evaluated in the previous studies. To gather data, closed-ended surveys were distributed among Islamabad residents using simple random sampling, and analyzed with SPSS and Smart PLS software. Findings point out a strong positive relationship between Good Governance and Citizen Trust, with Public Service Performance acting as a significant mediator. Moreover, Civic Engagement enhances the impact of Public Service Performance on Citizen Trust. The research highlights the need to address citizen concerns and bureaucratic challenges to build trust. The outcomes offer valuable insights for local municipalities to improve effectiveness and strengthen Citizen Trust by addressing public issues. Keywords: local governance, citizen trust, civic engagement, good governance, public service performance.

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Governance and Public Policy

Language English

Publication Date 2025-01-14

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