The Impact Of Citizens Feedback Mechanism On Public Service Responsiveness And Quality Assurance

Abstract

This quantitative study examines the impact of a structured citizen feedback mechanism on public service responsiveness and quality assurance at Khairpur Medical College & Hospital, Khairpur Sindh. Guided by a positivist philosophy, a cross‑sectional survey was administered to 250 patients selected via simple random sampling from an accessible population of approximately 4,800 service users. Demographic data (age, gender, education, service type) and measures of feedback utilization, responsiveness, and quality assurance were collected through a structured questionnaire. Analysis in SPSS Version 26 included descriptive statistics, Pearson correlations, and simple linear regressions. Results indicate that citizen feedback is positively and significantly associated with both public service responsiveness (β = .52, R² = .27, p < .001) and quality assurance (β = .47, R² = .22, p < .001). Intercorrelations among feedback, responsiveness, and quality assurance were also strong (r = .47–.60, p < .001), underscoring their interconnected nature. These findings suggest that integrating patient feedback into routine service processes can substantially improve institutional responsiveness and reinforce quality assurance mechanisms. The study offers evidence‑based recommendations for formalizing digital feedback channels, embedding feedback in quality cycles, and training staff in feedback management to foster continuous improvement in similar healthcare settings.