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.
원본 기록
방법의 원본 기록에서 그대로 복사된 인용입니다. 이로부터 수준별 검증이 추론되지 않습니다.
- 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
큐레이션된 주장
각각 자체 평가와 함께 증거 원장에 유지된 주장입니다.
원장에 주장 평가가 없는 경우 이 보기에서는 주장 평가를 만들지 않습니다.
관련 방법
방법 그래프에서 생성되었으며 기계가 제안한 관계로 표시됩니다 — 증거 주장이 추론되지 않습니다.