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| Anketa o zadovoljstvu građana× | Ljestvica motivacije za javnu službu× | |
|---|---|---|
| Područje | Upravljanje turizmom | Upravljanje turizmom |
| Obitelj | Process / pipeline | Process / pipeline |
| Godina nastanka | 1996 | 1996 |
| Tvorac≠ | Fornell, C.; James, O. | Perry, J. L. |
| 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 ↗ | Perry, J. L. (1996). Measuring public service motivation: An assessment of construct reliability and validity. Journal of Public Administration Research and Theory, 6(1), 5-22. DOI ↗ |
| Drugi nazivi≠ | CSS, Public Satisfaction Index, Citizen Service Satisfaction | PSMS, Perry PSM Scale |
| 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 Public Service Motivation Scale (PSMS), developed by Perry (1996) and refined by Kim et al. (2013), measures the intrinsic motivation of public sector employees to serve the public interest, contribute to civic good, feel compassion for others, and make self-sacrifices for collective benefit. Public service motivation (PSM) is a defining characteristic of effective public administration, predicting job satisfaction, organizational commitment, performance, and willingness to engage in prosocial behaviors. Essential for public sector recruitment, retention, and culture assessment in government agencies, tourism authorities, and civic institutions. |
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