Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City.
Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model...
| Publicado en: | Public Administration Review Vol. 64; no. 3; pp. 331 - 342 |
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| Autores principales: | , , |
| Formato: | Artículo |
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Wiley-Blackwell
May/Jun2004
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=507906262&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 507906262 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00333352 PBA jtl: Public Administration Review issn: 00333352 maglogo: N pubinfo: dt: May/Jun2004 vid: 64 iid: 3 pid: 480 pub: Wiley-Blackwell artinfo: ui: 507906262 10.1111/j.1540-6210.2004.00377.x ppf: 331 ppct: 11 formats: fmt: – @attributes: type: T – @attributes: type: P size: 578KB tig: atl: Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City. aug: au: Van Ryzin, Gregg G. Muzzio, Douglas Immersahr, Stephen su: Municipal services Citizen satisfaction New York (N.Y.) sug: subj: New York (N.Y.) Municipal services Citizen satisfaction ab: Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model had been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City, we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed. Reprinted by permission of the publisher. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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