Citizen Satisfaction: A Multicriteria Satisfaction Analysis

Panagiotis Manolitzas · Denis Yannacopoulos

20 citations0/0 files storedInternational Journal of Public Administration

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Public Policy and Administration Research Multi-Criteria Decision Making E-Government and Public Services

Abstract

Governments across Europe face the challenge of responding to public demand for more valuable, responsive, and efficient and effective services. In this article we will evaluate the public services in Greece. More specifically, this article refers to a citizen's satisfaction web survey for Citizens’ Service Centers. The analysis of the data is based on the MUSA (Multicriteria Satisfaction Analysis) method. MUSA is an ordinal regression model which is based on the principles of multicriteria decision analysis. The method is an instrument to evaluate quantitative global and partial satisfaction levels and to determine the weak and strong points of citizens Service Centers. Furthermore the results of this study will help the Citizens Service Centers to develop more effective services.

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1996An empirical examination of a model of perceived service quality and satisfaction 2002Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method 2001Customer satisfaction measurement in the private bank sector 2009Visitors' satisfaction, perceptions and gap analysis: The case of Dadia–Lefkimi–Souflion National Park 2003A survey of customer satisfaction barometers: Some results from the transportation-communications sector 2006The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach 1998Measuring Customer Satisfaction Using a Collective Preference Disaggregation Model

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2019Practical application of MSQ and MUSA methodology in determining critical job satisfaction factors of seasonal employees in summer destination luxury resorts

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