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Increasing citizen satisfaction with municipal services: the function of intangible factors

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  • Hanna Gendel-Guterman

    (Ariel University)

  • Miriam Billig

    (Ariel University; Eastern R&D Regional Center)

Abstract

This study explores the intangible factors that influence citizens’ satisfaction from municipality services. Three factors are considered: place attachment, quality of life, and relationship between the municipality and citizens. The study is based on a qualitative and a quantitative analysis. A conceptual framework is formulated using Structural Equation Modeling (SEM). The originality of this study lies in two findings: First, objective tangible factors are not sufficient to develop citizens’ satisfaction from the municipality services. There is a necessity to cultivate a mutual relationship between the municipality and its citizens. Second, the quality of life can influence satisfaction from the services and not vice versa, as assumed in previous research.

Suggested Citation

  • Hanna Gendel-Guterman & Miriam Billig, 2021. "Increasing citizen satisfaction with municipal services: the function of intangible factors," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 171-186, June.
    • Handle: RePEc:spr:irpnmk:v:18:y:2021:i:2:d:10.1007_s12208-020-00267-y
    DOI: 10.1007/s12208-020-00267-y
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    References listed on IDEAS

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    1. Yuksel, Atila & Yuksel, Fisun & Bilim, Yasin, 2010. "Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty," Tourism Management, Elsevier, vol. 31(2), pages 274-284.
    2. Shulamith Kreitler & Michal Kreitler, 2006. "Multidimensional Quality of Life: A New Measure of Quality of Life in Adults," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 76(1), pages 5-33, March.
    3. Stefano Tartaglia, 2013. "Different Predictors of Quality of Life in Urban Environment," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 113(3), pages 1045-1053, September.
    4. Alex Michalos & Bruno Zumbo, 1999. "Public Services and the Quality of Life," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 48(2), pages 125-157, October.
    5. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    6. Sinclair, Robert C., 1988. "Mood, categorization breadth, and performance appraisal: The effects of order of information acquisition and affective state on halo, accuracy, information retrieval, and evaluations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 42(1), pages 22-46, August.
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    Cited by:

    1. María Salomé Ochoa Rico & Arnaldo Vergara-Romero & José Fernando Romero Subia & Juan Antonio Jimber del Río, 2022. "Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations," PLOS ONE, Public Library of Science, vol. 17(2), pages 1-27, February.

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