Citizen Satisfaction Improving Government Performance, Efficiency, and Citizen Trust

by Morgeson, Forrest

• ISBN13: 9780230341340
• ISBN10: 0230341349
• Format: Hardcover
• Copyright: 2014-05-21
• Publisher: Palgrave Macmillan

Summary

As tension between Americans and their government grows to unprecedented levels, Citizen Satisfaction provides a timely investigation into the topic of satisfaction with government services from a variety of perspectives. Morgeson covers 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 more contentment with the government. Using case studies and empirical results from satisfaction studies at the federal level of government in the United States, Citizen Satisfaction is a comprehensive look at the all-important relationship between citizens and government.

Author Biography

Forrest V. Morgeson III is Director of Research at the American Customer Satisfaction Index (ACSI) in Ann Arbor, Michigan, USA. He received his doctorate in Political Science from the University of Pittsburgh, USA.His research has been published in the leading journals in both public administration and marketing, including Public Administration Review, Journal of Public Administration Research and Theory, International Review of Administrative Sciences, Electronic Government, Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, and the International Journal of Research in Marketing, among others.

Table of Contents

Introduction
1. 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. Governing in an Age of Scarcity: On the Role of Cross-National Citizen Satisfaction Measurement