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

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  • 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.

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  • 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
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    Citations

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    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    8. Andrea Bastianin & Paolo Castelnovo & Massimo Florio, 2017. "The Empirics of Regulatory Reforms Proxied by Categorical Variables: Recent Findings and Methodological Issues," Working Papers 2017.22, Fondazione Eni Enrico Mattei.

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