So sánh phương pháp

	Khảo sát mức độ hài lòng của công dân	Thang đo mức độ hài lòng của khách du lịch
Lĩnh vực	Quản trị du lịch	Quản trị du lịch
Họ	Process / pipeline	Process / pipeline
Năm ra đời	1996	1990s
Người khởi xướng	Fornell, C.; James, O.	Multiple authors (composite instrument)
Loại	Self-report survey	Self-report questionnaire
Công trình gốc	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.
Tên gọi khác	CSS, Public Satisfaction Index, Citizen Service Satisfaction	TSS
Liên quan	5	5
Tóm tắt	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.