000			01638pab a2200169 454500
008			180718b2002 xxu||||| |||| 00| 0 eng d
100			_aKelly, Janet M.
245			_aA multiple-indicator approach to municipal service evaluation: correlating performance measurement and citizen satisfaction across jurisdictions
260			_c2002
300			_ap.610-21.
362			_aSep-Oct
520			_aEarly work on municipal service-quality assessment recommended multiple measures of performance from both providers and users. Citizen satisfaction surveys have rivaled their more quantitative counterpart, administrative performance measures, in adoption, but the implication of survey results for action is not well understood by managers or scholars. To achieve meaningfully integrated multiple measures of service quality, we need to explore the dimensions of citizen satisfaction and review patterns of satisfaction across localities. We also need to understand the relationship between administrative performance measures and citizen perceptions. This cross-sectional analysis of municipal citizen satisfaction and performance benchmark data suggests that citizen satisfaction survey results are useful to managers in conjunction with performance-measurement programs as part of a multiple-indicator approach to evaluating municipal service quality. However, understanding citizen perceptions requires a different perspective than that applied to administrative service performance measurement. - Reproduced.
650			_aLocal government
700			_aSwindell, David
773			_aPublic Administration Review
909			_a54222
999			_c54222 _d54222