01951pab a2200217 454500008004000000100003600040245008900076260000900165300001500174362000800189520120300197650003401400650002901434650002101463700003101484700003101515773005201546909001101598999001901609952010501628180718b2017   xxu||||| |||| 00| 0 eng d  aOrtigueira-Sanchez, Luis Camilo  aDerived importance-performance analysis and diagonal model in a Spanish municipality  c2017  ap.481-502.  aSep  aThis 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  aPerformance appraisal - Spain  aLocal government - Spain  aLocal government  aGomez-Selemeneva, Dinaidys  aOrtigueira-Bouzada, Manuel  aInternational Review of Administrative Sciences  a116168  c116162d116162  00104070aIIPAbIIPAd2018-07-19hVolume no: 83, Issue no: 3pAR116628r2018-07-19w2018-07-19yAR