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Dalla customer satisfaction alla citizen satisfaction
, 2012 Nell’ambito della governance uno strumento di feedback è rappresentato dagli indici di performance dei servizi pubblici, ottenuti dalla sintesi di specifici indicatori; oltre alle misurazioni oggettive della performance, un differente strumento di feedback è rappresentato dai sondaggi sui cittadini.
PISCITELLI, ALFONSO
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A Citizen-Satisfaction Survey in Rimini
, 2016 This article presents a perspective analysis of performance improvement, in terms of customer satisfaction, with reference to the public sector. The survey was carried outthrough a questionnaire divided in two main areas, 24 variables with 118 answer modes, on a proportional stratified sample of 322 residents in the city of Rimini, according to data ...
Giacalone, M. +2 more
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Citizen Satisfaction With Democracy and Parties’ Policy Offerings
Comparative Political Studies, 2011 The authors examine the relationship between the variation of policy choices on offer in a party system and citizen satisfaction. Cross-national analyses, based on 12 countries from 1976 to 2003, are presented that suggest that when party choices in a ...
Lawrence Ezrow, Georgios Xezonakis
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Citizen Satisfaction: A Multicriteria Satisfaction Analysis
International Journal of Public Administration, 2013Governments across Europe face the challenge of responding to public demand for more valuable, responsive, and efficient and effective services. In this article we will evaluate the public services in Greece. More specifically, this article refers to a citizen's satisfaction web survey for Citizens’ Service Centers. The analysis of the data is based on
Panagiotis Manolitzas +1 more
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Citizen Satisfaction Survey Data
The American Review of Public Administration, 2010The 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.
Mitchel N. Herian, Alan J. Tomkins
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Citizen satisfaction with municipal amalgamations
Canadian Public Administration/Administration publique du Canada, 2005Abstract: When Mike Harris's Conservative government came to power in Ontario, it embarked on a program of significant municipal reform. Municipal amalgamation, one of the major elements of this reform package, had many goals, two of which were “efficient service delivery” and provision of “high-quality services at lowest possible cost.” This article ...
Joseph Kushner, David Siegel
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Citizen satisfaction with contacting government on the internet
Information Polity, 2006This study looks at the satisfaction with their contact experience of citizens using the internet to contact government. Due to the internet, the volume of citizen contacts with government has increased. Presumably the ease and convenience compared to traditional contact modes has stimulated government contacting via the internet.
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