Citizen satisfaction : improving government performance, efficiency, and citizen trust
著者
書誌事項
Citizen satisfaction : improving government performance, efficiency, and citizen trust
Palgrave Macmillan, 2014
- : hardback
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注記
Includes bibliographical references (p. [205]-212) and index
内容説明・目次
内容説明
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.
目次
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
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