Increasing citizen satisfaction with municipal services: the function of intangible factors

被引：10
|
作者：
Gendel-Guterman, Hanna [1 ]
Billig, Miriam [2 ,3 ]
机构：
[1] Ariel Univ, Econ & Business Dept, IL-40700 Ariel, Israel
[2] Ariel Univ, Dept Sociol & Anthropol, IL-40700 Ariel, Israel
[3] Eastern R&D Reg Ctr, IL-40700 Ariel, Israel
来源：
INTERNATIONAL REVIEW ON PUBLIC AND NONPROFIT MARKETING | 2021年 / 18卷 / 02期
关键词：
Citizen satisfaction; Municipality relationship; Quality of life; Place attachment; Emotional role; QUALITY-OF-LIFE; PLACE ATTACHMENT; PUBLIC-SERVICES; PERFORMANCE; MODEL; IDENTIFICATION; INVOLVEMENT; INFORMATION; PERCEPTION; CUSTOMER;
D O I：
10.1007/s12208-020-00267-y
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study explores the intangible factors that influence citizens' satisfaction from municipality services. Three factors are considered: place attachment, quality of life, and relationship between the municipality and citizens. The study is based on a qualitative and a quantitative analysis. A conceptual framework is formulated using Structural Equation Modeling (SEM). The originality of this study lies in two findings: First, objective tangible factors are not sufficient to develop citizens' satisfaction from the municipality services. There is a necessity to cultivate a mutual relationship between the municipality and its citizens. Second, the quality of life can influence satisfaction from the services and not vice versa, as assumed in previous research.
引用
收藏
页码：171 / 186
页数：16
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