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| Anketa o zadovoljstvu građana× | Ljestvica percipirane vrijednosti za turizam× | |
|---|---|---|
| Područje | Upravljanje turizmom | Upravljanje turizmom |
| Obitelj | Process / pipeline | Process / pipeline |
| Godina nastanka≠ | 1996 | 1988 |
| Tvorac≠ | Fornell, C.; James, O. | Zeithaml, V. A.; Petrick, J. F. |
| Vrsta≠ | Self-report survey | Self-report questionnaire |
| Temeljni izvor≠ | 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. link ↗ | Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. DOI ↗ |
| Drugi nazivi≠ | CSS, Public Satisfaction Index, Citizen Service Satisfaction | PVST, Tourism Perceived Value |
| Srodne | 5 | 5 |
| Sažetak≠ | 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 Perceived Value Scale for Tourism (PVST) measures visitors' judgments of whether tourism experiences deliver fair value—balancing perceived benefits (quality of experience, emotional satisfaction, novelty) against perceived costs (monetary price, time investment, effort). Rooted in Zeithaml's value perception theory (1988) and extended by Petrick (2002) to leisure contexts, the PVST operationalizes value as multidimensional (not price alone), capturing emotional and relative components alongside financial fairness. Value perception is a critical satisfaction driver and predictor of repeat visitation and word-of-mouth, particularly for experiences with high upfront investment and uncertain return. |
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