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Developing a model for citizens’ satisfaction with public sector services based on rough sets theory: a case study of Tehran municipality
16 references·0 citing·43 second hop
Developing a model for citizens’ satisfaction with public sector services based on rough sets theory: a case study of Tehran municipality (2013)Developing a model for citizens’ satisfac…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Assessing the quality of police services using SERVQUAL (2006)Assessing the quality of poli…The applicability of SERVQUAL in cross‐national measurements of health‐care quality (2004)The applicability of SERVQUAL…Service quality in Higher Education using an enhanced SERVQUAL approach (2004)Service quality in Higher Edu…Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City (2004)Drivers and Consequences of C…Comparing Measures of Citizen Trust and User Satisfaction as Indicators of `Good Governance': Difficulties in Linking Trust and Satisfaction Indicators (2003)Comparing Measures of Citizen…A Multiple–Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions (2002)A Multiple–Indicator Approach…Paradoxes of Public Sector Customer Service (2001)Paradoxes of Public Sector Cu…Reframing the Metaphor of the Citizen-Government Relationship: A Value-Centered Perspective (1997)Reframing the Metaphor of the…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Delivering Quality Service (1990)Delivering Quality ServiceAdministrative Reform in Public Management: Paradigms, Principles, Paradoxes and Pendulums (1990)Administrative Reform in Publ…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Linking Objective and Subjective Measures of Performance (1984)Linking Objective and Subject…Subjective and Objective Measures of Police Service Delivery (1983)Subjective and Objective Meas…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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(1991)The “new public management” in the 1980s: Variations on a theme (1995)Bureaucratic structure and bureaucratic performance in less developed countries (2000)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Learning spaces in higher education: an under-researched topic (2008)The influence of service quality on satisfaction and intention: A gender segmentation strategy (2010)Measuring service quality in higher education (2016)Performance Measurement in Municipal Government: Assessing the State of the Practice (1999)Public management reform and organizational performance: An empirical assessment of the U.K. Labour government's public service improvement strategy (2006)Strategy Content and Organizational Performance: An Empirical Analysis (2006)An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013)Culture's Consequences: International Differences in Work-Related Values. (1983)Delivering quality service: balancing customer perceptions and expectations (1990)Why People Obey the Law (2006)Linking transparency, knowledge and citizen trust in government: an experiment (2012)The Effect of Transparency on Trust in Government: A Cross‐National Comparative Experiment (2013)Trust in government regarding COVID-19 and its associations with preventive health behaviour and prosocial behaviour during the pandemic: a cross-sectional and longitudinal study (2021)Street-Level Bureaucracy: Dilemmas of the Individual in Public Services (1981)The Constitution of Society. (1988)Metaphors We Live By (2003)The Myths of E-Government: Looking Beyond the Assumptions of a New and Better Government (2007)A public value perspective for ICT enabled public sector reforms: A theoretical reflection (2012)Close encounters of the digital kind: A research agenda for the digitalization of public services (2019)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Delivering Quality Service1,326 cited
  • 1990Administrative Reform in Public Management: Paradigms, Principles, Paradoxes and Pendulums933 cited
  • 2003Comparing Measures of Citizen Trust and User Satisfaction as Indicators of `Good Governance': Difficulties in Linking Trust and Satisfaction Indicators552 cited
  • 2001Paradoxes of Public Sector Customer Service341 cited
  • 2002A Multiple–Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions334 cited
  • 2004Service quality in Higher Education using an enhanced SERVQUAL approach329 cited
  • 1983Subjective and Objective Measures of Police Service Delivery297 cited
  • 2004Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City264 cited
  • 1984Linking Objective and Subjective Measures of Performance196 cited
  • 2004

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The applicability of SERVQUAL in cross‐national measurements of health‐care quality
191 cited
  • 2006Assessing the quality of police services using SERVQUAL109 cited
  • 1997Reframing the Metaphor of the Citizen-Government Relationship: A Value-Centered Perspective95 cited
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