Bureauphobia: the Ambivalentl Look of Citizens on Public Services

Document Type : Research Paper


1 Ph.D. Candidate in Public Administration, Farabi Campus of Tehran University, Qom, Iran

2 Assistant Prof. in Public Administration, Farabi Campus of Tehran University, Qom, Iran

3 Prof. in Public Administration, Tarbiat Modares University, Tehran, Iran


Several studies have been conducted on the negative image of public administration among citizens. Most of these studies have considered the government's inefficiency, and rarely has study the ambivalent look of citizens to public services. The purpose of this descriptive-correlational study is to conceptualize and identify it, was conducted in two stages. Initially, bureauphobia was verified by analyzing the information obtained from the evaluation of the performance of governmental organizations. In the next step, by survey the citizens, some of the individual variables that were effective on the bureauphobia were identified. The statistical population of the survey was all citizens 18 to 70. The research instrument was questionnaire and documents. Logistic regression was conducted. The results showed that distrust of the government and public sector's employees were not necessarily related to the performance of public services. The results showed that 29 percent of respondents were bureauphobia. Also, the results indicated that age, gender, education level, and times of referrals are related to bureauphobia, but income and type of occupation with bureauphobia are not significant.


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