| 000 -LEADER |
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| fixed length control field |
01834pab a2200205 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b2017 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Ortigueira-Sanchez, Luis Camilo |
| 245 ## - TITLE STATEMENT |
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| Title |
Derived importance-performance analysis and diagonal model in a Spanish municipality |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Date of publication, distribution, etc. |
2017 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
p.481-502. |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
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| Dates of publication and/or sequential designation |
Sep |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
This article presents and discusses empirical research into citizen satisfaction, conducted to measure the performance and management of local public policies. The object of the research is to evaluate the public safety policy of a Spanish city through a survey measuring citizen satisfaction with the local public services. Regression and importance-performance analysis (IPA) were applied to the views expressed by a sample of citizens. One objective of the study reported is to use different derived importance values, from correlation and regression analysis, to compare the results of two ﾑimportance-performance analysesﾒ. The concept of variant and invariant weights and the three-factor theory of customer satisfaction were also considered for the research. Results confirm that the fire serviceis seen as a ﾑdissatisfierﾒ, a basic or flat attribute; they suggest that negative coefficient values could be associated with dissatisfiers and that inherent discontinuity is only partly resolved in the partition importance-performance grid. The findings show that the results of the two IPAs differ using the traditional IPA grid but are similar with diagonal models of the partition I |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Performance appraisal - Spain |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Local government - Spain |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Local government |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Gomez-Selemeneva, Dinaidys |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Ortigueira-Bouzada, Manuel |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
International Review of Administrative Sciences |
| 909 ## - |
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| -- |
116168 |
