New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction

Abstract

Citizen satisfaction is critical to evaluating the quality of public services; however, the relationships between performance and individual satisfaction remain unproven. This article creates important linkages narrowing the gaps between objective measures of performance and subjective measures of satisfaction by reintroducing the concept of the zone of indifference. The zone of indifference acknowledges that not all variations in performance will register with citizens or have an immediate effect.

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