Comparar métodos

	Pesquisa de Satisfação do Cidadão	Escala de Satisfação do Turista
Área	Gestão do turismo	Gestão do turismo
Família	Process / pipeline	Process / pipeline
Ano de origem	1996	1990s
Autor original	Fornell, C.; James, O.	Multiple authors (composite instrument)
Tipo	Self-report survey	Self-report questionnaire
Fonte seminal	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.
Outros nomes	CSS, Public Satisfaction Index, Citizen Service Satisfaction	TSS
Relacionados	5	5
Resumo	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.