Managing for Citizen Satisfaction: Is Good Not Enough?
Citizen satisfaction is a popular means of performance management. It underscores a common conception that citizens are customers who are concerned about the quality of public goods and services. We offer a theory that suggests the quantity of public goods and services is also important. We develop...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Midwest Public Affairs Conference
2019-04-01
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| Series: | Journal of Public and Nonprofit Affairs |
| Subjects: | |
| Online Access: | http://www.jpna.org/index.php/jpna/article/view/163 |
| _version_ | 1818548422209175552 |
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| author | Brian K. Collins Hyun Joon Kim Jie Tao |
| author_facet | Brian K. Collins Hyun Joon Kim Jie Tao |
| author_sort | Brian K. Collins |
| collection | DOAJ |
| description | Citizen satisfaction is a popular means of performance management. It underscores a common conception that citizens are customers who are concerned about the quality of public goods and services. We offer a theory that suggests the quantity of public goods and services is also important. We develop our theory based on democratic models of the public where citizens are concerned about equity and accessibility to public goods and services. Using data from two municipal surveys and Structural Equation Modeling (SEM), we test three hypotheses and find that both quality and quantity of public service provision are significant antecedents to citizen satisfaction. In our conclusion, we explain how these results call for a more complex conceptualization of the performance associated with managing for citizen satisfaction, and we recommend public managers develop and employ skills that recognize the complex consumptive and democratic attributes of citizens in a public economy. |
| first_indexed | 2024-12-12T08:19:42Z |
| format | Article |
| id | doaj.art-1ac334775d114dfc84b298b6f58d4004 |
| institution | Directory Open Access Journal |
| issn | 2381-3717 |
| language | English |
| last_indexed | 2024-12-12T08:19:42Z |
| publishDate | 2019-04-01 |
| publisher | Midwest Public Affairs Conference |
| record_format | Article |
| series | Journal of Public and Nonprofit Affairs |
| spelling | doaj.art-1ac334775d114dfc84b298b6f58d40042022-12-22T00:31:26ZengMidwest Public Affairs ConferenceJournal of Public and Nonprofit Affairs2381-37172019-04-0151213810.20899/jpna.5.1.21-38123Managing for Citizen Satisfaction: Is Good Not Enough?Brian K. Collins0Hyun Joon Kim1Jie Tao2University of North TexasKorea UniversityUniversity of North TexasCitizen satisfaction is a popular means of performance management. It underscores a common conception that citizens are customers who are concerned about the quality of public goods and services. We offer a theory that suggests the quantity of public goods and services is also important. We develop our theory based on democratic models of the public where citizens are concerned about equity and accessibility to public goods and services. Using data from two municipal surveys and Structural Equation Modeling (SEM), we test three hypotheses and find that both quality and quantity of public service provision are significant antecedents to citizen satisfaction. In our conclusion, we explain how these results call for a more complex conceptualization of the performance associated with managing for citizen satisfaction, and we recommend public managers develop and employ skills that recognize the complex consumptive and democratic attributes of citizens in a public economy.http://www.jpna.org/index.php/jpna/article/view/163Citizen SatisfactionService QualityService QuantityPerformance MeasurementEquity |
| spellingShingle | Brian K. Collins Hyun Joon Kim Jie Tao Managing for Citizen Satisfaction: Is Good Not Enough? Journal of Public and Nonprofit Affairs Citizen Satisfaction Service Quality Service Quantity Performance Measurement Equity |
| title | Managing for Citizen Satisfaction: Is Good Not Enough? |
| title_full | Managing for Citizen Satisfaction: Is Good Not Enough? |
| title_fullStr | Managing for Citizen Satisfaction: Is Good Not Enough? |
| title_full_unstemmed | Managing for Citizen Satisfaction: Is Good Not Enough? |
| title_short | Managing for Citizen Satisfaction: Is Good Not Enough? |
| title_sort | managing for citizen satisfaction is good not enough |
| topic | Citizen Satisfaction Service Quality Service Quantity Performance Measurement Equity |
| url | http://www.jpna.org/index.php/jpna/article/view/163 |
| work_keys_str_mv | AT briankcollins managingforcitizensatisfactionisgoodnotenough AT hyunjoonkim managingforcitizensatisfactionisgoodnotenough AT jietao managingforcitizensatisfactionisgoodnotenough |