THE MEASUREMENT OF OVERALL CITIZEN SATISFACTION

Gregg G. Van Ryzin

71 citations0/0 files storedPublic Performance & Management Review

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Public Policy and Administration Research Customer Service Quality and Loyalty Patient Satisfaction in Healthcare

Abstract

Measuring citizens' overall satisfaction with urban services is important both for administrators involved in local citizen surveys and for scholars interested in understanding how citizens respond...

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2010Satisfaction: a behavioral perspective on the consumer 2011Reliability and Validity Assessment 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1988Models of Consumer Satisfaction Formation: An Extension 1992Summated Rating Scale Construction 1965An Experimental Study of Customer Effort, Expectation, and Satisfaction 1968Determinant Buying Attitudes: Meaning and Measurement

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