Citizen satisfaction : improving government performance, efficiency, and citizen trust
Author(s)
Bibliographic Information
Citizen satisfaction : improving government performance, efficiency, and citizen trust
Palgrave Macmillan, 2014
- : hardback
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Note
Includes bibliographical references (p. [205]-212) and index
Description and Table of Contents
Description
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.
Table of Contents
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
by "Nielsen BookData"