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Citizen Satisfaction: A Multicriteria Satisfaction Analysis

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  • Panagiotis Manolitzas
  • Denis Yannacopoulos

Abstract

Governments across Europe face the challenge of responding to public demand for more valuable, responsive, and efficient and effective services. In this article we will evaluate the public services in Greece. More specifically, this article refers to a citizen's satisfaction web survey for Citizens’ Service Centers. The analysis of the data is based on the MUSA (Multicriteria Satisfaction Analysis) method. MUSA is an ordinal regression model which is based on the principles of multicriteria decision analysis. The method is an instrument to evaluate quantitative global and partial satisfaction levels and to determine the weak and strong points of citizens Service Centers. Furthermore the results of this study will help the Citizens Service Centers to develop more effective services.

Suggested Citation

  • Panagiotis Manolitzas & Denis Yannacopoulos, 2013. "Citizen Satisfaction: A Multicriteria Satisfaction Analysis," International Journal of Public Administration, Taylor & Francis Journals, vol. 36(9), pages 614-621.
    • Handle: RePEc:taf:lpadxx:v:36:y:2013:i:9:p:614-621
    DOI: 10.1080/01900692.2013.774416
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    Cited by:

    1. Evangelia Karasmanaki & Evangelos Grigoroudis & Spyridon Galatsidas & Georgios Tsantopoulos, 2023. "Citizen Satisfaction with Renewable Energy Investments: A Multi-Criteria Satisfaction Analysis," Energies, MDPI, vol. 16(10), pages 1-20, May.

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