Citizens’ perceptions of public service delivery quality in district administrations in a post-conflict context: a structural equation modeling study from Mogadishu, Somalia

Public service delivery quality is central to citizen trust and state legitimacy, particularly in post-conflict settings. This study examined citizens’ perceptions of public service delivery quality in district administrations in Mogadishu, Somalia, focusing on perceived transparency and accountability, responsiveness, fairness and equity, and accessibility. A quantitative cross-sectional design was employed using data from 298 citizens who had accessed district administration services. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to test the hypothesized relationships. The results indicate that perceived accessibility was the strongest predictor of public service delivery quality, followed by responsiveness and fairness and equity, whereas perceived transparency and accountability had no significant direct effect. These findings suggest that citizens evaluate service quality primarily through practical service experiences rather than formal governance principles alone. The study contributes to the governance literature in post-conflict contexts by demonstrating that improvements in accessibility, responsiveness, and fairness are more influential than procedural transparency in shaping citizens’ perceptions of service quality. The findings provide practical guidance for district administrations seeking to strengthen service delivery and rebuild citizen confidence.