Citizen Satisfaction and Administrative Performance Measures
Is there Really a Link
Bibliographic Data
| ID | 6404633 |
|---|---|
| Authors | Janet M Kelly (University of Tennessee at Knoxville, corresponding author) |
| Year | 2003 |
| Volume | 38 |
| Issue | 6 |
| Pages | 855-866 |
| Publication date | 2003-07-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Urban Affairs Review (JOURNAL) |
| Journal identifiers | ISSN: 1078-0874 • E-ISSN: 1552-8332 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/1078087403038006005 |
| OpenAlex | W2021343868 |
| Language | EN |
| Citations received | 52 |
| References cited | 18 |
The most recent reform in public service delivery is predicated on an assumption that the kinds of activities that managers can measure are the dimensions of service that citizens value. The link between administrative performance measures and citizen satisfaction with services has been tested within cities but not among cities, owing to data comparability difficulties. This test for a relationship between police and fire service performance and citizen satisfaction with police and fire services across 50 localities does not reveal the result predicted in the public management literature. Some implications and recommendations for future specifications of the relationship are offered in conclusion
Administrative services organization · Business · Comparability · Measure (data warehouse · Political science · Public relations · Service (business · Service delivery framework · Service quality · Test (biology · Value (mathematics · Computer Science · Policing Practices and Perceptions · Public Administration · Public Policy and Administration Research · Regulation and Compliance Studies · Marketing
Pieces of a Puzzle
The politics of IO performance
Importance of the human factor in user satisfaction with local government office counter services
Public perceptions of cross-sector collaboration and sector bias
Citizen perceptions of public school efficiency
Quality standards, implementation autonomy, and citizen satisfaction with public services
Sustainable Development, Government Efficiency, and People’s Happiness
The Association Between Performance Information and the Satisfaction of Different Social Groups
Trends in police research
Trends in Police Research
Unequal Responsiveness in City Service Delivery
Citizen Perceptions of Government Service Quality
Framing the Role of and Defining Criteria for Usefulness of Citizen Satisfaction Surveys in Local Urban Environmental Management
Digital participation, government responses, and public satisfaction
Does revenue-sharing improve government service quality? Evidence from Seoul metropolitan districts
State Transportation Planning
Perception and Misperception in Urban Criminal Justice Policy
Whose Ties Still Bind? Ethnic Domination, Informal Social Networks, and Public Goods Provision in Kyrgyzstan
Back to Basics
Determinant Factors of Satisfaction with Public Services in Spain
How Does Chinese Local Government Respond to Citizen Satisfaction Surveys? A Case Study of Foshan City (中国地方政府如何响应公民满意度调查?来自广东省佛山市的案例研究)
An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction
Does Management Performance Impact Citizen Satisfaction
Organizational Image and Employee Engagement
Property Tax Caps and Citizen Perceptions of Local Government Service Quality
Social Class, Ingroup–Outgroup Comparison, and Citizen Evaluations
A Multilevel Assessment of Local Contract Management Capacity and Management Reform Nested in State Contexts Over Time
Objective and Subjective Performance Measures
Government Communication Effectiveness and Satisfaction with Police Performance
Socioeconomic Disparities, Service Equity, and Citizen Satisfaction
Does Performance Management Lead to Better Outcomes? Evidence from the U.S. Public Transit Industry
Public Service Use and Perceived Performance
Outsourcing, bureaucratic personnel quality and citizen satisfaction with public services
Gauging the Impacts of Performance Information Disclosure on Citizen Satisfaction
Importance‐performance Analysis of Citizen Satisfaction Surveys
Mapping the terrain of public service quality improvement
What values are evaluated? An exploratory empirical study of the public values structure in Chinese local government performance evaluation through the case of the ‘Hangzhou model
Explaining the Race Gap in Satisfaction with Urban Services
Putting Out The Trash
Gender Differences in Willingness to Pay for Urban Public Services
The Effect of Performance Failures on User Satisfaction
Determinants of Performance Measurement
Evaluating Urban Public Schools
From Measurement to Management
Does the Final Score Truly Count? Performance Report Scorecards and the Government Performance and Results Act of 1993
Measuring Street Cleanliness
Making Democracy Work More? Exploring the Linkage between Social Capital and Government Performance
Measuring performance concerning air and noise pollution
Citizen Satisfaction and the Kaleidoscope of Government Performance
Quality of Service, Expectation, Satisfaction and Trust in Public Institutions
Factors affecting citizen satisfaction
Substantive Symbols
In Defense of Citizen Evaluations as Performance Measures
Assessing Excellence Poorly
Performance Measurement in U.S. Counties
Urban Policy Making and Subjective Service Evaluations
Citizen Ratings of Public and Private Service Quality
Linking Objective and Subjective Measures of Performance
Performance Measurement in Municipal Government
Citizen Satisfaction with Urban Services
Subjective and Objective Measures of Police Service Delivery
A Multiple–Indicator Approach to Municipal Service Evaluation
Big Questions for a Significant Public Administration
Promoting the Utilization of Performance Measures in Public Organizations
The Use of Surveys of Satisfaction for Evaluations
Modeling the Impact of Public Management
Studying Governance and Public Management
| Unique citing works | 52 |
|---|---|
| Citations per year | 2,36 |
| Citation span | 2004 - 2026 (23) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 52 |