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实施公民宪章和改进尼泊尔市政:神话还是现实?Implementation of Citizen’s Charter and Improving Municipal Services in Nepal: Myth or Reality?

论文作者:留学生论文论文属性:硕士毕业论文 dissertation登出时间:2011-04-23编辑:anterran点击率:15703

论文字数:24152论文编号:org201104231235281358语种:英语 English地区:挪威价格:$ 44

关键词:实公民宪章改进尼泊尔市政神话还是现实Citizen’s CharterImproving Municipal Servicesin Nepal

 Implementation of Citizen’s Charter and Improving Municipal Services in Nepal: Myth or Reality?

thesis submitted in partial fulfilment for the award of the degree of 代写留学生论文Master of Philosophy in Public Administration
By Sushmita Acharya Department of Public Administration and Organization Theory University of Bergen, Norway June 2010 II
Dedicated to My Parents III
Acknowledgement
God is always great to me. My first and foremost gratitude goes to my living god, Sanjaya Sai Baba, who is my main source of inspiration to study abroad. My deepest gratitude goes to Assoc. Prof. Dr. Ishtiaq Jamil, who accepted me as his student and provided me opportunity to work on quantitative data under his supervision. It was his intellectual guidance and caring supervision which inspired me to work hard and made me able to generate thoughts and ideas for the completion of my thesis. My special thanks go to my beloved husband Mohan who supported me insistently and devotedly throughout my studies in UiB, Norway. I would like to express my thanks to all academic and administrative staffs in Department of Administration and Organisation Theory and my classmates for their direct and indirect support during my study period in UiB. I would also like to thank Norwegian Education Loan Fund for the financial support I received during my study period in Norway. I would like to thank my teachers Prof. Dr. Tek Nath Dhakal, Prof. Dr. Shree Krishna Shrestha and Assoc. Prof. Yashoda Acharya back home in Public Administration Campus, Tribhuvan University for their invaluable support and guidance. I would like to express my deepest gratitude to all of my family members for their encouragement and moral support for my academic achievement so far. My special thanks go to Mr. Renuka Priyantha, PhD student in Department of Administration and Organisation Theory, UiB, my Nepali colleagues Keshav Prasad Poudel, Tej Gautam and Basant Adhikari for their suggestions and support during report writing. Finally, I would like to thank all the members of Nepali Bergen Society (NEBERS) for their support and cooperation during my stay in Bergen. IV
Abstract
The citizen‟s charter, as one of the quality assurance strategies in the public sector put forward by New Public Management theorists, has been introduced in Nepal with the view of improving the quality of governmental service delivery, increasing the level of citizens‟ satisfaction and enhancing efficiency of bureaucratic apparatus at the local level. This study aims to understand the level of citizens‟ satisfaction with municipal services and thereby examines their perception regarding the service quality after the implementation of CC. The study is based on nationwide survey conducted in the year 2008 under joint research project between University of Bergen, Norway and Tribhuvan University, Nepal where the data has been collected from 988 service users of 10 municipalities. The study followed the quantitative approach and analysis is carried out with statistical methods. Citizens‟ level of satisfaction was analyzed based on three independent variables namely (a) socio-economic background, (b) institutional performance and (c) institutional trust. The findings indicate that institutional trust is more influential to have impact on satisfaction with municipal services. Especially, the officials‟ responsiveness and friendliness to citizens are significant to explain relat论文英语论文网提供整理,提供论文代写英语论文代写代写论文代写英语论文代写留学生论文代写英文论文留学生论文代写相关核心关键词搜索。

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