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IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS
10 references·16 citing·37 second hop
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References

  • 1977Importance-Performance Analysis4,319 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1993Reinventing Government2,431 cited
  • 2003Public Service Performance and Trust in Government: The Problem of Causality589 cited
  • 2006The Global Public Management Revolution496 cited
  • 1968Determinant Buying Attitudes: Meaning and Measurement381 cited
  • 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator326 cited
  • 1993The politics of dissatisfaction: citizens, services, and urban institutions172 cited
  • 1996Municipal benchmarks: assessing local performance and establishing community standards166 cited
  • 1982Urban Policy Making and Subjective Service Evaluations: Are They Compatible?127 cited

Cited by

  • 2014Importance-performance analysis: A valid management tool?339 cited
  • 2014Importance–performance analysis in tourism: A framework for researchers302 cited
  • 2018Open innovation and the evaluation of internet-enabled public services in smart cities106 cited
  • 2014Investigating the different approaches to importance–performance analysis103 cited
  • 2011The Impact of Management on Administrative and Survey Measures of Organizational Performance

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97 cited
  • 2013Service Quality, Administrative Process, and Citizens’ Evaluation of Local Government in the US91 cited
  • 2016The negative effect of red tape on procedural satisfaction76 cited
  • 2010Assessing Organizational Performance: Exploring Differences Between Internal and External Measures65 cited
  • 2009Public services co‐production: exploring the role of citizen orientation58 cited
  • 2024Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda43 cited
  • 2009Mapping the terrain of public service quality improvement: twenty-five years of trends and practices in the United States38 cited
  • 2010Are we being served? A critical perspective on Canada’s Citizens First satisfaction surveys37 cited
  • 2017Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul36 cited
  • 2020Mixed methods research on satisfaction with basic medical insurance for urban and rural residents in China36 cited
  • 2022A replication of “an experimental test of the expectancy‐disconfirmation theory of citizen satisfaction”33 cited
  • 2019Red Tape, Rule Burden, and Legitimate Performance Trade-Offs: Results from a Vignette Experiment33 cited