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

en Limba Engleză Hardback – 21 mai 2014

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.

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Specificații

ISBN-13: 9780230341340
ISBN-10: 0230341349
Pagini: 217
Ilustrații: XIV, 217 p.
Dimensiuni: 140 x 216 x 18 mm
Greutate: 0.36 kg
Ediția:2014
Editura: Palgrave Macmillan US
Colecția Palgrave Macmillan
Locul publicării:New York, United States

Cuprins

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

Notă biografică

Director of Research, American Customer Satisfaction Index, USA

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