TY - JOUR
T1 - A multiple-indicator approach to municipal service evaluation
T2 - Correlating performance measurement and citizen satisfaction across jurisdictions
AU - Kelly, Janet M.
AU - Swindell, David
PY - 2002/1/1
Y1 - 2002/1/1
N2 - Early work on municipal service-quality assessment recommended multiple measures of performance from both providers and users. Citizen satisfaction surveys have rivaled their more quantitative counterpart, administrative performance measures, in adoption, but the implication of survey results for action is not well understood by managers or scholars. To achieve meaningfully integrated multiple measures of service quality, we need to explore the dimensions of citizen satisfaction and review patterns of satisfaction across localities. We also need to understand the relationship between administrative performance measures and citizen perceptions. This cross-sectional analysis of municipal citizen satisfaction and performance benchmark data suggests that citizen satisfaction survey results are useful to managers in conjunction with performance-measurement programs as part of a multiple-indicator approach to evaluating municipal service quality. However, understanding citizen perceptions requires a different perspective than that applied to administrative service performance measurement.
AB - Early work on municipal service-quality assessment recommended multiple measures of performance from both providers and users. Citizen satisfaction surveys have rivaled their more quantitative counterpart, administrative performance measures, in adoption, but the implication of survey results for action is not well understood by managers or scholars. To achieve meaningfully integrated multiple measures of service quality, we need to explore the dimensions of citizen satisfaction and review patterns of satisfaction across localities. We also need to understand the relationship between administrative performance measures and citizen perceptions. This cross-sectional analysis of municipal citizen satisfaction and performance benchmark data suggests that citizen satisfaction survey results are useful to managers in conjunction with performance-measurement programs as part of a multiple-indicator approach to evaluating municipal service quality. However, understanding citizen perceptions requires a different perspective than that applied to administrative service performance measurement.
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U2 - 10.1111/1540-6210.00241
DO - 10.1111/1540-6210.00241
M3 - Article
AN - SCOPUS:0039485990
SN - 0033-3352
VL - 62
SP - 610
EP - 621
JO - Public administration review
JF - Public administration review
IS - 5
ER -