Do Street-Level Bureaucrats Exhibit Transformational Leadership for Influencing Sound Governance and Citizens’ Satisfaction?

ABSTRACT

Being broader in dimensions, sound governance like good governance also strives to achieve citizens’ satisfaction and wellbeing. The street-level bureaucrats play a big role in achieving this task, as they are in direct contact with people in delivering services. In this context, can the transformational leadership quality of these street-level bureaucrats ensure better sound governance and citizens’ satisfaction? To know this, this survey uses responses from 230 health service users of Delhi Mohalla clinic of India. The results show that all the four dimensions of transformational leadership namely idealized influence, inspirational motivation, intellectual stimulation, and individualized consideration have positive and significant relationship with sound governance and citizens’ satisfaction.

KEYWORDS:

• Sound governance
• transformational leadership
• street-level bureaucrats
• Mohalla clinic
• citizens’ satisfaction