Citizen satisfaction : improving government performance, efficiency, and citizen trust / Forrest V. Morgeson III.

Format:

Book

Author/Creator:

Morgeson, Forrest V., III, author.

Language:

English

Subjects (All):

Public administration--United States--Public opinion.

Public administration.

Public administration--United States--Management.

Administrative agencies--United States--Management.

Administrative agencies.

Management.

Public opinion.

United States.

Executive departments--United States--Management.

Executive departments.

Government productivity--United States.

Government productivity.

Performance--Measurement.

Performance.

Internet in public administration--United States.

Internet in public administration.

Physical Description:

xiv, 217 pages ; 23 cm

Edition:

First edition.

Place of Publication:

New York, NY : Palgrave Macmillan, 2014.

Summary:

"Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives and includes chapters on the 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 enhanced satisfaction. Using case studies and empirical results from satisfaction studies at the federal level of government in the United States, the book looks at the relationship between citizen satisfaction and electronic government"-- Provided by publisher.

Contents:

Machine generated contents note:

Introduction1. 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.

Notes:

Includes bibliographical references and index.

ISBN:

9780230341340

0230341349

OCLC:

870285459

Online:

Cover image