The Use of Surveys of Satisfaction for Evaluations
Bibliographic Data
| ID | 6328259 |
|---|---|
| Authors | Mark S Rosentraub (The University of Texas at Arlington, corresponding author) |
| Year | 1981 |
| Volume | 9 |
| Issue | 7 |
| Pages | 990-999 |
| Publication date | 1981-06-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Policy Studies Journal (JOURNAL) |
| Journal identifiers | ISSN: 0190-292X • E-ISSN: 1541-0072 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1541-0072.1981.tb01206.x |
| OpenAlex | W2029914597 |
| Language | EN |
| Citations received | 12 |
| References cited | 1 |
The use of surveys by cities for planning or evaluation requires attention to several problems identified by users. An assessment of the impact of these issues was made using three surveys by the city of Dallas. It was determined that surveys may be particularly valuable in evaluating service delivery patterns for services which offer delivery agents a high level of discretion. For these services, non‐whites reported higher levels of dissatisfaction than whites, a pattern not evident when low discretion services are evaluated. The study also allowed development of specific suggestions regarding the structure of survey questions and the evaluation of services by non‐users
Business · Discretion · Political science · Service (business · Service delivery framework · Customer Service Quality and Loyalty · Housing Market and Economics · Psychology · Urban, Neighborhood, and Segregation Studies · Marketing
Multistakeholder Evaluation of Condominial Sewer Services
Citizen Attitudes about Service Delivery Modes
Towards More Thoughtful and Responsible Use of Public Opinion Data by Local Administrators
The Case For The Inexperienced User
Developing a tourism impact attitude scale
One-Way Busing and Community Psychology
Performance Measurement Versus City Service Satisfaction
The Condition of Community Streets and Parks
Citizen Satisfaction and Administrative Performance Measures
The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration
The Importance of Subjective Data for Public Agency Performance Evaluation
A Multiple–Indicator Approach to Municipal Service Evaluation
| Unique citing works | 12 |
|---|---|
| Citations per year | 0,28 |
| Citation span | 1983 - 2008 (26) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 12 |