Drivers and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index Model to New York City

• 成果类型: Article
• 署名作者: Van Ryzin, GG; Muzzio, D; Immerwahr, S; Gulick, L; Martinez, E
• 署名单位: City University of New York (CUNY) System; Baruch College (CUNY)
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• 发表日期: 2004
• 页码: 331-341
• 关键词: urban services

摘要

Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers-and behavioral consequences-of overall satisfaction with local government services. While the ACSI model has been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed.