Citizen Satisfaction Survey
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.
Dossier source
Citations copiées telles quelles du dossier source de la méthode. Aucune vérification au niveau de la revendication n'en est déduite.
- 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. · URL
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7-18. · DOI 10.1177/002224299606000403
- James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring theories of citizen satisfaction with local government. Journal of Public Administration Research and Theory, 19(1), 141-157. · URL
- Andersen, L. B., Jørgensen, T. B., Kjørup, A. M., & Sørensen, L. H. (2012). Public employees' motivations. International Journal of Public Administration, 35(1), 3-14. · URL
Revendications organisées
Revendications enregistrées dans le registre de preuves, chacune avec sa propre évaluation.
Cette vue n'invente pas d'évaluation de revendication lorsque le registre n'en contient aucune.
Méthodes apparentées
Généré à partir du graphe de méthodes et présenté comme des relations suggérées par la machine — aucune revendication de preuve n'est déduite.