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Linking citizens’ ratings to services quality improvements: An empirical analysis and some potential solutions
16 references·0 citing·45 second hop
Linking citizens’ ratings to services quality improvements: An empirical analysis and some potential solutions (2008)Linking citizens’ ratings to services qua…Adapting Total Quality Management (TQM) to Government (2018)Adapting Total Quality Manage…IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS (2007)IMPORTANCE‐PERFORMANCE ANALYS…Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services (2007)Evaluating the Expectations D…The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration (2005)The Dilemma of the Unsatisfie…Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government (2005)Testing the Expectancy Discon…Benchmarking and performance measurement in public sectors (1999)Benchmarking and performance …Listening to the Customer -The Concept of a Service-Quality Information System (1997)Listening to the Customer -Th…Measuring service quality in local government: the SERVQUAL approach (1995)Measuring service quality in …Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Citizen Ratings of Public and Private Service Quality: A Comparative Perspective (1994)Citizen Ratings of Public and…LEARNING TO MEASURE PERFORMANCE: THE USE OF INDICATORS IN ORGANIZATIONS (1991)LEARNING TO MEASURE PERFORMAN…Institutionalized Use of Citizen Surveys in the Budgetary and Policy-Making Processes: A Small City Case Study (1991)Institutionalized Use of Citi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Urban Policy Making and Subjective Service Evaluations: Are They Compatible? 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(1977)The balanced scorecard: Translating strategy into action (1997)The New Public Service: Serving Rather than Steering (2000)Evidence-Based Policy and Performance Management (2007)Trends in the Study of Public Administration: Empirical and Qualitative Observations from Public Administration Review, 2000–2009 (2011)From New Public Management to New Public Governance? 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services435 cited
  • 2005Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government299 cited
  • 1997Listening to the Customer -The Concept of a Service-Quality Information System270 cited
  • 1999Benchmarking and performance measurement in public sectors219 cited
  • 2005The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration194 cited
  • 2018Adapting Total Quality Management (TQM) to Government190 cited
  • 1995Measuring service quality in local government: the SERVQUAL approach183 cited
  • 1982Urban Policy Making and Subjective Service Evaluations: Are They Compatible?127 cited
  • 1994Citizen Ratings of Public and Private Service Quality: A Comparative Perspective122 cited
  • 2007IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS122 cited
  • 1991LEARNING TO MEASURE PERFORMANCE: THE USE OF INDICATORS IN ORGANIZATIONS

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122 cited
  • 1980Local Governments' Use of Citizen Surveys95 cited
  • 1991Institutionalized Use of Citizen Surveys in the Budgetary and Policy-Making Processes: A Small City Case Study82 cited
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