Citizen Satisfaction Survey Data
A Mode Comparison of the Derived Importance–Performance Approach
Bibliographic Data
| ID | 11673249 |
|---|---|
| Authors | Mitchel N Herian (University of Nebraska Public Policy Center, Lincoln, corresponding author), Alan J Tomkins (University of Nebraska Public Policy Center, Lincoln) |
| Year | 2010 |
| Volume | 42 |
| Issue | 1 |
| Pages | 66-86 |
| Publication date | 2010-12-19 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | The American Review of Public Administration (JOURNAL) |
| Journal identifiers | ISSN: 0275-0740 • E-ISSN: 1552-3357 |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.1177/0275074010393271 |
| OpenAlex | W2146386741 |
| Language | EN |
| Citations received | 6 |
| References cited | 22 |
The purpose of this article is to provide evidence regarding the comparability of results provided by two survey methods—a random phone survey and a nonrandom online survey—using the derived importance–performance approach to examine service satisfaction data at the local level. Specifically, we measure whether nonprobability opt-in online survey results produce results that are convergent or divergent to random phone survey results. The findings show that the phone and online survey techniques yield divergent results when simple univariate statistical techniques are employed but produce similar results when the data are analyzed using the more advanced derived importance approach. Though preliminary, the findings suggest that recent advances in the analysis of satisfaction survey data might have the possibility to offset the methodological drawbacks of nonrandom survey techniques such as opt-in online questionnaires. Because of the cost and resource implications of the use of each survey technique, the results hold potentially important lessons for researchers and administrators interested in understanding the costs and benefits of using various survey methods to assess satisfaction with municipal services
Comparability · Data science · Phone · Statistics · Survey data collection · Survey methodology · Survey research · Applied Psychology · Computer Science · Customer Service Quality and Loyalty · Economic and Environmental Valuation · Mathematics · Psychology · Survey Methodology and Nonresponse
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Measurement Errors in Surveys
The Anonymous Elect
Importance‐performance Analysis of Citizen Satisfaction Surveys
National Surveys Via Rdd Telephone Interviewing Versus the Internet
Standards of Excellence
Asking Sensitive Questions
Web Surveys
Local Governments' Use of Citizen Surveys
The Effect of Survey Mode and Sampling on Inferences about Political Attitudes and Behavior
Does Mode Matter For Modeling Political Choice? Evidence From the 2005 British Election Study
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services
Mood contagion
The chameleon effect
Accounting for the effects of accountability
| Unique citing works | 6 |
|---|---|
| Citations per year | 0,5 |
| Citation span | 2014 - 2024 (11) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 6 |