方法对比

	市民满意度调查	酒店服务质量量表
领域	旅游管理	旅游管理
方法族	Process / pipeline	Process / pipeline
起源年份	1996	2003
提出者	Fornell, C.; James, O.	Getty, J. M., & Getty, R. L.
类型	Self-report survey	Self-report questionnaire / Expectancy-disconfirmation scale
开创性文献	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.	Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing Expectations and Perceptions of Lodging Quality. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 33-46.
别名	CSS, Public Satisfaction Index, Citizen Service Satisfaction	HSQS, Lodging Quality Index, LQI
相关	5	5
摘要	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 Hotel Service Quality Scale (HSQS), including the Lodging Quality Index (LQI) developed by Getty & Getty (2003), measures guest perceptions of hotel service quality across multiple dimensions (room comfort, staff responsiveness, facilities, value). Using expectancy-disconfirmation theory, it captures not only perceived quality but the gap between expectations and reality, enabling precise diagnosis of service strengths and improvement priorities. Essential for hospitality managers seeking competitive positioning through service excellence and for franchisees maintaining brand standards.