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

Ferrari, Pier Alda; Manzi, Giancarlo

doi:10.1080/17487870.2014.909313

Cited by 24 publications

(19 citation statements)

References 31 publications

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“…Given that recent studies find a relationship between both, future efforts can also compare citizen assessments with objective measures or official data if available. Methodologically, as a complex concept, citizen assessments or satisfaction should ideally be measured through a synthetic measure with composite indicators and analyzed by more sophisticated methods as presented by Ferrari and Manzi [3]. …”

Section: Discussionmentioning

confidence: 99%

“…Unlike the individual assessments using composite indicators, the overall assessment was gleaned by directly asking respondents to assess the current whole conditions of UGSs, rather than individual UGSs, in Guangzhou, on a six-scale measurement from very satisfactory (coded as 1) to very unsatisfactory (6). Despite the complexity of the concept [3], the main objective of the current study is not to measure the overall assessment or satisfaction. For the sake of simplicity, therefore, a direct rather than synthetic measure of the overall assessment is employed in this study.…”

Section: Methodsmentioning

confidence: 99%

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Citizen Assessment as Policy Tool of Urban Public Services: Empirical Evidence from Assessments of Urban Green Spaces in China

Shan

2014

Sustainability

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Efficient delivery and precision provision of urban public services concern quality of urban life and urban sustainability. Amid much debate regarding citizen assessments as a policy tool of public services, this study examines the validity of citizen assessments through user assessments of urban green spaces (UGSs) in Guangzhou, China. Users can distinguish the qualities of UGS across the dimensions and types, the assessment of individual UGSs matches the overall assessment of all UGSs in the city as a whole, and the overall assessment is only slightly influenced by personal backgrounds. Findings consistently support user assessments as a policy tool of UGSs and offer empirical evidence on the validity of citizen assessments. This positive evidence will encourage city managers to seriously consider citizen assessments and even institutionalize them as a standard management practice of (specific) urban public services, including UGSs, in China and abroad.

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Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Citizen Assessment as Policy Tool of Urban Public Services: Empirical Evidence from Assessments of Urban Green Spaces in China

Shan

2014

Sustainability

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“…A review of such methods can be found in Ferrari and Manzi (2014). According to the authors, the most used methods are logit, probit and lineal regression.…”

Section: Methodsmentioning

confidence: 99%

Route effect on the perception of public transport services quality

Gachs-Sánchez¹,

Chica-Olmo

Lizárraga

2016

Libro De Actas CIT2016. XII Congreso De Ingeniería Del Transporte

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User satisfaction sets a basic example for public service quality, especially those considered as basic necessities. The quality in transport service related to conceptualization and measurement, as a decisive demand key, presents challenges for both economic and mobility policies.Several operator companies are involved in the transport sector. Therefore this report aims to design a model of overall satisfaction based on the level of satisfaction with a specific set of factors, considering individual characteristics of users and the differential effect of different bus lines.The current presentation has applied a combined method, using Nonlinear Principal Component Analysis (NLPCA) and a Logit Multilevel Model (LMLM) in two-steps.

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“…When it is used to synthesize information from a pack of numeric variables in a small set of components, standard PCA is a suitable method. However, when operating with mixed measurement levels (nominal, ordinal, and numeric variables) NLPCA is more appropriate (Ferrari and Manzi, 2014;Linting, Meulman, Groenen and van der Koojj, 2007). Gifi (1990) offers a comprehensive explanation of nonlinear multivariate methods based on optimal scaling.…”

Section: Nonlinear Principal Component Analysis (Nlpca)mentioning

confidence: 99%