Linking Citizen Satisfaction Data to Performance Measures: A Preliminary Evaluation

Swindell, David; Kelly, Janet M.

doi:10.2307/3381075

Cited by 134 publications

(82 citation statements)

References 22 publications

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“…This research suggests that citizens appear satisfied with their current form of government and prevent ballot measures that would disrupt the status quo. governmental responsiveness (e.g., Shingler, Van Loon, Alter, & Bridger, 2008;Swindell & Kelly, 2000;Van Ryzin, 2004), the emphasis on local services limits the ability of citizen satisfaction surveys to capture the impact of governmental action on citizens' lives in a community (Yang & Holzer, 2006). Given QoL as citizens' evaluation of the outputs of community actions, this study argues that QoL supplements extant tools by providing local decision makers with citizen feedback on various governmental actions including local service impacts on citizens' lives at the community level.…”

Section: B Significance Of the Studymentioning

confidence: 99%

“…The scholarly literature shows a correspondence between policy preferences and policy choices, though to varying degrees, across a range of policy arenas and political institutions in the U.S. and elsewhere (Hobolt & Klemmemsen, 2005;Kelly & Enns, 2010;Soroka & Wlezien, 2008). Many empirical studies examine whether the government's policy choice reflects citizen needs at the local level by using citizen satisfaction with local services (Miller & Miller, 1991a;Swindell & Kelly, 2000;Van Ryzin & Immerwahr, 2007), socio-economic indicators (Craw, 2006;Goetz, 1994;Hajnal & Trounstine, 2010), or evidence focusing on a particular policy area (Kerr & Mladenka, 1994;Sharp, 2002). These studies greatly contribute to an understanding of representative local public policy.…”

Section: B Significance Of the Studymentioning

confidence: 99%

“…To make the local governments more accountable, they emphasized delivery of public services that were close to the citizens' lives. Citizen satisfaction surveys have been used increasingly to measure the quality of services provided by local governments and to monitor service improvements (Miller & Miller, 1991b;Swindell & Kelly, 2000;Van Ryzin & Immerwahr, 2007). Additionally, New…”

Section: B Significance Of the Studymentioning

confidence: 99%

“…Citizen feedback on governmental services and programs has been incorporated into performance measurements to more accurately represent citizen needs in policy decisions (A. L. Franklin, Ho, & Ebdon, 2009;Wichowsky & Moynihan, 2008). Various ways --such as voting, campaigning, joining an interest group, relying on citizen surveys, using citizen advisory committees, and attending public hearings --have been used to increase government responsiveness in performance management (Franklin et al, 2009;Swindell & Kelly, 2000). By focusing on QoL, this study contributes to fuller understanding of public performance management, to probing the linkage of policy choices and citizen needs, to furthering a normative standard for reducing social inequality, and to examining more fully the potential influences on local policy decisions.…”

Section: B Significance Of the Studymentioning

confidence: 99%

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The Effects of Community Quality of Life on Local Policy Decisions

Choi²

2014

Applied Research Quality Life

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There have been extensive debates on the factors that influence local policy decisions.Although many researchers have contributed to uncovering various influences such as political, economic, institutional, and demographic factors on local policy decisions, however, the concept of QoL rarely has used in extant literature. Local government spending is likely to be affected by citizen demands for achieving community well-being. Additionally, given that different policy functions variably affect local circumstances, the impact of QoL on local policy decisions will depend on the policy area. Hence, this study examined the relationship between QoL and local budgetary decisions based on Peterson's (1981) policy scheme of, three distinct policy arenas (developmental, allocational, and redistributive policy). In examining the relationship of QoL and city spending across policy functions, I also considered economic, political, institutional, and demographic factors, derived from various theoretical perspectives on local policy decisions.The relative influences of community QoL as well as other factors on local policy decisions were estimated by two-stage least squares regression analysis (2SLS) for developmental spending and by ordinary least squares (OLS) for allocational and redistributive spending. To measure community QoL, this study used 89,066 completed surveys from 167 communities in the United States for 2002-2008 are used. QoL appeared as a critical factor influencing local government expenditures in the three policy areas. The impact of QoL on local spending in the three areas differed depending on city income levels; city income levels then moderated local policy decisions.iii These findings suggest that local policy priorities adjusted in accordance with economic growth. Allocational policy functions also should be thought to be functions of cities geared toward giving them a competitive edge over other cities by meeting evolved citizen preferences for city amenities. These findings also point to distinct patterns of political activities in each policy arena. Given that community QoL reflects adjusted citizens' demands, I contend that community QoL can contribute to performance management by providing additional public information and a complementary performance indicator.iv

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Section: B Significance Of the Studymentioning

confidence: 99%

Section: B Significance Of the Studymentioning

confidence: 99%

Section: B Significance Of the Studymentioning

confidence: 99%

Section: B Significance Of the Studymentioning

confidence: 99%

See 2 more Smart Citations

The Effects of Community Quality of Life on Local Policy Decisions

Choi²

2014

Applied Research Quality Life

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“…More specifically, these constructs offer 'tangible' elements on which reflect in order to define possible instruments to measure the users' evaluation [57]. The basic idea is that, by measuring the users' evaluation about a service, it is possible to have a 'quantification' of users' satisfaction [58]. In order to verify this relationship with reference to the city employees involved in the city management this paper states that;…”

Section: A Smart Service View Of Cities and Citizensmentioning

confidence: 99%

Investigating the Users’ Approach to ICT Platforms in the City Management

Caputo

Walletzký

2017

Systems

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Abstract:The increasing relevance of technology and its impact on our everyday life requires multi-and trans-disciplinary studies in order to investigate the ways in which the Information and Communication Technology (ICT) tools are affected by users' features and by the external environment. In order to enrich existing contributions on this topic, the paper focuses its attention on the city as example of service systems, in order to investigate dimensions and dynamics that influence the city employees' evaluation and satisfaction in the use of ICT platforms. By adopting the interpretative lens offered by Service Science and Systems Thinking, the domain of city as a service system is analysed and some hypotheses are formulated with reference to the relationships between environment, users, and ICT platform. The hypotheses are investigated through a questionnaire survey on a sample of 1032 municipalities in the Czech Republic and the results are tested using Structural Equation Modelling. The research shows that users' features and external environment affect the evaluation and the satisfaction of city stakeholders about the use of ICT platforms by underlining the need for enlarging the study on informatics tools, in order to also include subjective variables. The findings are discussed from both theoretical and practical points of view.

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Effects of deregulation and performance on government accountability: Role of trust in Korea, Japan, and the United States

Hwang

2019

Journal of Public Affairs

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Public administration has been struggling to address the balance between conflicting government values. Trust in the study is employed as nodal value to reconcile modern management dilemma concerning conflicting relationships between performance and accountability and between discretion and accountability. Using 2012 International Social Survey Program data, this paper analyzed the moderator and mediator role of government trust among discretion, performance, and accountability in cases of South Korea, Japan, and the United States.This study used factor analysis and ordinary least square multiple regression analysis.The statistical results partially confirmed the hypotheses regarding the mediating and moderating role of trust: (a) the moderating effect of the trust on the relationship between performance and accountability in South Korea; (b) the moderating impact of the trust on the relationship between deregulation and accountability in Japan;and (c) when governments work well, it leads to high level of trust, in turn followed by high accountability in the United States and Japan.

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Linking Citizen Satisfaction Data to Performance Measures: A Preliminary Evaluation

Cited by 134 publications

References 22 publications

The Effects of Community Quality of Life on Local Policy Decisions

The Effects of Community Quality of Life on Local Policy Decisions

Investigating the Users’ Approach to ICT Platforms in the City Management

Effects of deregulation and performance on government accountability: Role of trust in Korea, Japan, and the United States

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