Comparer des méthodes

	Enquête sur la satisfaction des citoyens	Échelle de Satisfaction Touristique
Domaine	Gestion du tourisme	Gestion du tourisme
Famille	Process / pipeline	Process / pipeline
Année d'origine	1996	1990s
Auteur d'origine	Fornell, C.; James, O.	Multiple authors (composite instrument)
Type	Self-report survey	Self-report questionnaire
Source fondatrice	Nasco, S. A., Cleveland, M., & Laroche, M. (2010). Evaluating the public sector customer satisfaction construct in the context of public transit service. Journal of Public Sector Management, 23(2), 97-113.	Akama, J. S., & Kieti, D. M. (1996). Tourism and socio-economic change in a Kenyan coastal community. Journal of Tourism Studies, 7(2), 45-61.
Alias	CSS, Public Satisfaction Index, Citizen Service Satisfaction	TSS
Apparentées	5	5
Résumé	The Citizen Satisfaction Survey (CSS) measures public satisfaction with government services, infrastructure, and institutions across multiple dimensions (access, responsiveness, quality, fairness, transparency). Rooted in expectancy-disconfirmation theory (James, 2009) and the American Customer Satisfaction Index (Fornell et al., 1996), the CSS operationalizes citizen satisfaction as a key accountability metric and driver of institutional legitimacy. Essential for government agencies, public utilities, and civic institutions seeking to monitor service performance, identify improvement priorities, and demonstrate responsiveness to public needs.	The Tourist Satisfaction Scale (TSS) measures overall and domain-specific satisfaction of visitors to a destination or tourism facility. Developed across multiple research streams in the 1990s-2000s, it quantifies how well tourism experiences meet visitor expectations across accommodation, attractions, service quality, and value. Essential for destination marketing organizations and hospitality managers seeking systematic feedback on visitor experiences and competitive benchmarking.