Citizen Satisfaction

Improving Government Performance, Efficiency, and Citizen Trust

Authors: Morgeson, F.

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About this book

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.

About the authors

Director of Research, American Customer Satisfaction Index, USA

Table of contents (8 chapters)

  • Introduction

    Morgeson, Forrest V.

    Pages 1-14

  • Government Performance Measurement Comes of Age

    Morgeson, Forrest V.

    Pages 15-32

  • The Purposes and Objectives of Citizen Satisfaction Measurement

    Morgeson, Forrest V.

    Pages 33-48

  • The Practice of Citizen Satisfaction Measurement: Unit of Analysis Selection, Questionnaire Design, and Data Collection

    Morgeson, Forrest V.

    Pages 49-75

  • The Practice of Citizen Satisfaction Measurement: Statistical Analysis and Modeling

    Morgeson, Forrest V.

    Pages 77-100

Buy this book

eBook $79.99
price for USA
  • ISBN 978-1-137-04713-7
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Download immediately after purchase
Hardcover $105.00
price for USA
  • ISBN 978-0-230-34134-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $100.00
price for USA
  • ISBN 978-1-349-34415-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.

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Bibliographic Information

Bibliographic Information
Book Title
Citizen Satisfaction
Book Subtitle
Improving Government Performance, Efficiency, and Citizen Trust
Authors
Copyright
2014
Publisher
Palgrave Macmillan US
Copyright Holder
Palgrave Macmillan, a division of Nature America Inc.
eBook ISBN
978-1-137-04713-7
DOI
10.1057/9781137047137
Hardcover ISBN
978-0-230-34134-0
Softcover ISBN
978-1-349-34415-4
Edition Number
1
Number of Pages
XIV, 217
Topics