Citizen Satisfaction: A Multicriteria Satisfaction Analysis

被引：13

作者：

Manolitzas, Panagiotis ^{[1
]}

Yannacopoulos, Denis ^{[2
]}

机构：

[1] Tech Univ Crete, Decis Support Syst Lab, Dept Prod Engn & Management, Khania 73100, Crete, Greece

[2] Technol Educ Inst Piraeus, Management Informat Syst Lab, Dept Business Adm, Athens, Greece

来源：

INTERNATIONAL JOURNAL OF PUBLIC ADMINISTRATION | 2013年 / 36卷 / 09期

关键词：

public administration; e-government; one stop government; user satisfaction; multicriteria analysis;

D O I：

10.1080/01900692.2013.774416

中图分类号：

C93 [管理学]; D035 [国家行政管理]; D523 [行政管理]; D63 [国家行政管理];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ; 1204 ; 120401 ;

摘要：

Governments across Europe face the challenge of responding to public demand for more valuable, responsive, and efficient and effective services. In this article we will evaluate the public services in Greece. More specifically, this article refers to a citizen's satisfaction web survey for Citizens' Service Centers. The analysis of the data is based on the MUSA (Multicriteria Satisfaction Analysis) method. MUSA is an ordinal regression model which is based on the principles of multicriteria decision analysis. The method is an instrument to evaluate quantitative global and partial satisfaction levels and to determine the weak and strong points of citizens Service Centers. Furthermore the results of this study will help the Citizens Service Centers to develop more effective services.

引用

页码：614 / 621

页数：8

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