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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...

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Publicado en:Public Administration Review Vol. 64; no. 3; pp. 331 - 342
Autores principales: Van Ryzin, Gregg G., Muzzio, Douglas, Immersahr, Stephen
Formato: Artículo
Publicado: Wiley-Blackwell May/Jun2004
Materias:
Municipal services
Citizen satisfaction
New York (N.Y.)
Acceso en línea:Ver este registro en EBSCOhost