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

页码：171 / 186

页数：16

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