Compară metode

	Sondajul privind satisfacția cetățenilor	Scala de Satisfacție a Turistului
Domeniu	Managementul turismului	Managementul turismului
Familie	Process / pipeline	Process / pipeline
Anul apariției	1996	1990s
Autorul original	Fornell, C.; James, O.	Multiple authors (composite instrument)
Tip	Self-report survey	Self-report questionnaire
Sursa seminală	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.
Denumiri alternative	CSS, Public Satisfaction Index, Citizen Service Satisfaction	TSS
Înrudite	5	5
Rezumat	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.