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Citizen satisfaction : improving government performance, efficiency, and citizen trust /

"Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives and includes chapters on the growing interest in performance measurement among governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data...

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Bibliographic Details
Main Authors: Morgeson, Forrest V., III
Published: Palgrave Macmillan,
Publisher Address: New York, New York :
Publication Dates: 2014.
Literature type: Book
Language: English
Edition: First edition.
Subjects:
Public administration > United States > Public opinion
Public administration > United States > Management
Administrative agencies > United States > Management
Executive departments > United States > Management
Government productivity > United States
Performance > Measurement
Internet in public administration > United States
Summary: "Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives and includes chapters on the growing interest in performance measurement among governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data can be used to drive improvements inside government agencies that lead to enhanced satisfaction. Using case studies and empirical results from satisfaction studies at the federal level of government in the United States, the book looks at the relationship between citizen satisfaction and electronic go
Carrier Form: xiv, 217 pages ; 23 cm
Bibliography: Includes bibliographical references and index.
ISBN: 9780230341340 (hardback) :
0230341349 (hardback)
Index Number: JK421
CLC: D771.23
Call Number: D771.23/M851
Contents: Machine generated contents note: -- Introduction1. Government Performance Measurement Comes of Age 2. The Purposes and Objectives of Citizen Satisfaction Measurement 3. The Practice of Citizen Satisfaction Measurement: Unit of Analysis Selection, Questionnaire Design, and Data Collection 4. The Practice of Citizen Satisfaction Measurement: Statistical Analysis and Satisfaction Modeling 5. Using Citizen Satisfaction Results: A Multi-Dimensional Priority Matrix Approach for Satisfaction Improvement 6. Enduring Lessons in Citizen Satisfaction: Trends, Findings, and Public-Private Comparisons 7.

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