000			01834pab a2200205 454500
008			180718b2017 xxu||||| |||| 00| 0 eng d
100			_aOrtigueira-Sanchez, Luis Camilo
245			_aDerived importance-performance analysis and diagonal model in a Spanish municipality
260			_c2017
300			_ap.481-502.
362			_aSep
520			_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
650			_aPerformance appraisal - Spain
650			_aLocal government - Spain
650			_aLocal government
700			_aGomez-Selemeneva, Dinaidys
700			_aOrtigueira-Bouzada, Manuel
773			_aInternational Review of Administrative Sciences
909			_a116168
999			_c116162 _d116162