IDEAS home Printed from https://ideas.repec.org/a/taf/jecprf/v17y2014i3p236-252.html
   My bibliography  Save this article

Citizens evaluate public services: a critical overview of statistical methods for analysing user satisfaction

Author

Listed:
  • Pier Alda Ferrari
  • Giancarlo Manzi

Abstract

Public enterprises may be unaware of their performance in providing services. In situations where citizens cannot switch to other providers or reduce the use of the service, the evaluation of users’ satisfaction becomes a very important topic. At the same time, this is a tricky task, given the particular nature of this variable. Appropriate statistical methods to assess and explain the level of satisfaction are useful tools to face these issues. In this paper, we analyse some of these methods and their potential in giving advice to public managers to improve citizens’ satisfaction.

Suggested Citation

  • Pier Alda Ferrari & Giancarlo Manzi, 2014. "Citizens evaluate public services: a critical overview of statistical methods for analysing user satisfaction," Journal of Economic Policy Reform, Taylor and Francis Journals, vol. 17(3), pages 236-252, July.
  • Handle: RePEc:taf:jecprf:v:17:y:2014:i:3:p:236-252
    DOI: 10.1080/17487870.2014.909313
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/17487870.2014.909313
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/17487870.2014.909313?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Amalia Vanacore & Maria Sole Pellegrino, 2022. "A weighted distance metric for assessing ranking dissimilarity and inter-group heterogeneity," METRON, Springer;Sapienza Università di Roma, vol. 80(2), pages 175-185, August.
    2. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    3. Andrea Bastianin & Paolo Castelnovo & Massimo Florio, 2017. "The Empirics of Regulatory Reforms Proxied by Categorical Variables: Recent Findings and Methodological Issues," ETA: Economic Theory and Applications 257877, Fondazione Eni Enrico Mattei (FEEM).
    4. Bastianin, Andrea & Castelnovo, Paolo & Florio, Massimo, 2018. "Evaluating regulatory reform of network industries: a survey of empirical models based on categorical proxies," Utilities Policy, Elsevier, vol. 55(C), pages 115-128.
    5. Musharraf Cyan & Michael Price & Mark Rider, 2017. "Building up Municipal Services from a Scratch: Immediate Gains in Citizen Perceptions and Level of Trust in Militancy Prone Tribal City of North-Western Pakistan," International Center for Public Policy Working Paper Series, at AYSPS, GSU paper1706, International Center for Public Policy, Andrew Young School of Policy Studies, Georgia State University.
    6. Giancarlo MANZI & Pier Alda FERRARI, "undated". "Statistical methods for evaluating satisfaction with public services Abstract: Contrary to private enterprises, public enterprises can be unaware of the impact of their performance when providing serv," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
    7. Marius Sorin Dincă & Gheorghiţa Dincă & Maria Letiţia Andronic, 2016. "Efficiency and Sustainability of Local Public Goods and Services. Case Study for Romania," Sustainability, MDPI, vol. 8(8), pages 1-24, August.
    8. Xi-Zhang Shan & Xijun Yu, 2014. "Citizen Assessment as Policy Tool of Urban Public Services: Empirical Evidence from Assessments of Urban Green Spaces in China," Sustainability, MDPI, vol. 6(11), pages 1-17, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:jecprf:v:17:y:2014:i:3:p:236-252. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/GPRE20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.