Service Users’ Confidence in Accessing Public Services in Nepal: What Makes Differences?

This paper presents the factors associated with service users’ confidence in receiving public services in Nepal. The factors were taken from National Governance Survey 2017/18 (N=7334). The survey respondents were randomly selected from 43 of 77 districts of Nepal by using four-stage multiple cluster sampling from the service users who received public services in a year duration. The result showed that service users’ confidence in receiving public services differs by their locale, education level, caste/ethnicity, not having close contact (Afno Manchhe), and presence of intermediaries. Education, not having a person in close contact (Afno manchhe) and the presence of intermediaries have a negative effect, whereas locale (rural) and caste/ethnicity (Brahman/Chettri) have positive effects on service users’ confidence in accessing public services. Consideration of these factors boosts the confidence of the service users, which, in turn, promotes effective service delivery.