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Article: "A Multiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions". (Performance Measurement).(Abstract)
- Article from:
- Government Finance Review
- Article date:
- December 1, 2002
- Author:
CopyrightCOPYRIGHT 2002 Government Finance Officers Association. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Janet M. Kelly and David Swindell
Public Administration Review, September/October 2002, pp. 610- 619.
Citizen satisfaction surveys potentially act as external measures of administrative performance. This article seeks to understand such a possibility by examining the relationship between the survey tool and administrative performance measures. Acknowledging the utility of both citizen surveys and performance measurement, the authors explore whether citizen evaluations contribute significantly to a government's knowledge of service effectiveness and how well they compare to "hard" measures. Findings indicated that some citizen evaluations are correlated ...