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Citizen Satisfaction (citizen + satisfaction)
Selected AbstractsEVALUATING EU POLICIES ON PUBLIC SERVICES: A CITIZENS' PERSPECTIVEANNALS OF PUBLIC AND COOPERATIVE ECONOMICS, Issue 2 2010Judith Clifton ABSTRACT,:,This article evaluates EU policies on public services , particularly public network services , from the citizens' point of view. It is first argued that citizens' perceptions are important because the provision of fundamental services is at stake and because they constitute the infrastructure necessary for social and economic development. Citizens',voice' can, therefore, be known, analyzed and used in the design of improved policy on public services along with other indicators. Changing EU policy on public services is synthesized and classified into two main phases in section two. Citizen satisfaction with public services as revealed through surveys from 1997 to 2007 is explored in the third section. In the discussion, the prospects for EU policy on public services are considered and, it is argued that, from the perspectives of subsidiarity and proportionality, policy towards strengthening the common market is being increasingly uploaded to the supranational level in the form of directives, whilst cohesion and redistribution policies are being downloaded to the national level or dealt with at the supranational level by ,soft' instruments. [source] Expectations, performance, and citizen satisfaction with urban servicesJOURNAL OF POLICY ANALYSIS AND MANAGEMENT, Issue 3 2004Gregg G. Van Ryzin The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined,not just by product or service performance,but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations,factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction,play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high-quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management. [source] The Three Exit, Three Voice and Loyalty Framework: A Test with Survey Data on Local ServicesPOLITICAL STUDIES, Issue 2 2008Keith Dowding The article presents a modified Hirschman framework with three types of exit: moving location; moving from the public to a private sector provider; and moving between public sector providers; and three types of voice: private voice (complaining about private goods); voting; and collective action. Seven hypotheses are generated from this framework. The article then presents evidence from the first round of an online survey examining citizen satisfaction with public services and the relationship between exit and voice opportunities. We find dissatisfied people are more likely to complain privately, vote and engage in other forms of collective participation; but only a weak relationship exists between dissatisfaction and geographical exit. We find some evidence that the exit,voice trade-off might exist as more alert consumers are more likely to move from the public to the private sector and those ,locked in' are more likely to complain than those who have outside options. Overall the results tend to corroborate the hypotheses drawn from the modified Hirschman framework. [source] IMPORTANCE-PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYSPUBLIC ADMINISTRATION, Issue 1 2007GREGG G. VAN RYZIN This paper introduces the method of importance-performance analysis of citizen surveys, a useful approach to understanding citizen satisfaction with local government services. Using data from a US national online panel, we directly compare two approaches to importance-performance analysis: one employing an explicitly stated measure of importance, the other using a measure of importance derived from regression analysis. The different results that the two approaches give suggest that local government administrators and policy analysts arrive at distinctly different conclusions depending on which importance measure they use. These differences are illustrated by simulating the change in citizen satisfaction that would result from improvement in the top-rated services according to each measure. Research and policy implications are discussed. [source] The Dilemma of the Unsatisfied Customer in a Market Model of Public AdministrationPUBLIC ADMINISTRATION REVIEW, Issue 1 2005Janet M. Kelly The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public-sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong? [source] Reinventing government through on-line citizen involvement in the developing world: a case study of taipei city mayor's e-mail box in Taiwan,PUBLIC ADMINISTRATION & DEVELOPMENT, Issue 5 2006Don-Yun Chen Abstract Since the 1980s, a global administrative reform movement is reshaping the relationship between citizens and state. A major concern is how government can be more responsive to the governed through citizen participation. However, the more citizens participate, the more costly it is to govern. And the application of new information and communication technology (ICT) seems to be a cure for this limitation. In this research, authors take the Taipei City Mayor's e-mail-box (TCME) in Taiwan as a case to illustrate the complex relationships among citizen involvement, e-government and public management. After a series of empirical investigations, the authors show that although ICT can reduce the cost of citizen involvement in governing affairs, it cannot increase citizens' satisfaction with government activities without reforming the bureaucratic organisation, regulatory structure, and managerial capacities of the public sector. The results could be helpful to public managers in planning and evaluating online governmental services in the developing countries. Copyright © 2006 John Wiley & Sons, Ltd. [source] Marching toward a Harmonious Society: Happiness, Regime Satisfaction, and Government Performance in Contemporary Urban ChinaASIAN POLITICS AND POLICY, Issue 3 2009Diqing Lou This study examined the happiness of citizens in urban China. Empirical measurements were made of the relationship of reported happiness to economic variables, as well as to citizens' satisfaction with government policies. Employing the 2002 Asian Barometer Survey and the Amelia statistical software package, I found that happiness is strongly correlated both to absolute economic conditions and to relative economic status. Furthermore, citizens who perceived government policies as being responsive to their needs were more likely to report a high level of personal well-being. This empirical analysis confirms the direction of Chinese leader Hu Jintao's development strategy, which seeks to promote widespread economic prosperity among Chinese citizens. The study results indicate that a healthy and balanced economy is essential in improving urban happiness in China. Based on these results, I argue that the Chinese government can further improve citizen happiness by providing ample employment opportunities and promoting progressive housing policies. 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