Citizen Satisfaction

Improving Government Performance, Efficiency, and Citizen Trust
1. Auflage 2014
ISBN: 978-1-349-34415-4
Verlag: Palgrave Macmillan US

Buch, Englisch, 217 Seiten, Format (B × H): 140 mm x 216 mm, Gewicht: 298 g

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.

Zielgruppe

Research

Autoren/Hrsg.

Morgeson, F.

Fachgebiete

• Sozialwissenschaften Politikwissenschaft Regierungspolitik
• Sozialwissenschaften Soziologie | Soziale Arbeit Spezielle Soziologie Politische Soziologie
• Sozialwissenschaften Politikwissenschaft Politikwissenschaft Allgemein

Inhaltsverzeichnis

Introduction 1. Government Performance Measurement Comes of Age 2. The Purposes and Objectives of Citizen Satisfaction Measurement 3. The Practice of Citizen Satisfaction Measurement: Unit of Analysis Selection, Questionnaire Design, and Data Collection 4. The Practice of Citizen Satisfaction Measurement: Statistical Analysis and Satisfaction Modeling 5. Using Citizen Satisfaction Results: A Multi-Dimensional Priority Matrix Approach for Satisfaction Improvement 6. Enduring Lessons in Citizen Satisfaction: Trends, Findings, and Public-Private Comparisons 7. Governing in an Age of Scarcity: On the Role of Cross-National Citizen Satisfaction Measurement

Über Autor(innen)

Director of Research, American Customer Satisfaction Index, USA