Citizen satisfaction : improving government performance, efficiency, and citizen trust /

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives and includes chapters on the growing interest in performance measurement among governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data can b...

Full description

Bibliographic Details
Main Author:	Morgeson, Forrest V., III (Author)
Format:	Book
Language:	English
Published:	New York : Palgrave Macmillan, 2014.
Edition:	First edition.
Subjects:	Public administration > United States > Public opinion. Public administration > United States > Management. Administrative agencies > United States > Management. Executive departments > United States > Management. Government productivity > United States. Performance > Measurement. Internet in public administration > United States. POLITICAL SCIENCE / Public Affairs & Administration. POLITICAL SCIENCE / Government / General. POLITICAL SCIENCE / Civics & Citizenship.

Table of Contents:

Introduction1. 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.