Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust

ISBN-13: 9780230341340 / Angielski / Twarda / 2014 / 217 str.

III Forrest V. Morgeson

Opis

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.

Spis treści

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

O autorze

Director of Research, American Customer Satisfaction Index, USA