IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS

Gregg G. Van Ryzin · Stephen Immerwahr

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Public Policy and Administration Research Customer Service Quality and Loyalty E-Government and Public Services

Abstract

This paper introduces the method of importance‐performance analysis of citizen surveys, a useful approach to understanding citizen satisfaction with local government services. Using data from a US national online panel, we directly compare two approaches to importance‐performance analysis: one employing an explicitly stated measure of importance, the other using a measure of importance derived from regression analysis. The different results that the two approaches give suggest that local government administrators and policy analysts arrive at distinctly different conclusions depending on which importance measure they use. These differences are illustrated by simulating the change in citizen satisfaction that would result from improvement in the top‐rated services according to each measure. Research and policy implications are discussed.

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References

1977Importance-Performance Analysis 2014Satisfaction: A Behavioral Perspective on the Consumer 1993Reinventing Government 2003Public Service Performance and Trust in Government: The Problem of Causality 2006The Global Public Management Revolution 1968Determinant Buying Attitudes: Meaning and Measurement 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator 1993The politics of dissatisfaction: citizens, services, and urban institutions

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2014Importance-performance analysis: A valid management tool?2014Importance–performance analysis in tourism: A framework for researchers 2018Open innovation and the evaluation of internet-enabled public services in smart cities 2014Investigating the different approaches to importance–performance analysis 2011The Impact of Management on Administrative and Survey Measures of Organizational Performance 2013Service Quality, Administrative Process, and Citizens’ Evaluation of Local Government in the US

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