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

Hanna Gendel-Guterman () and Miriam Billig ()
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Hanna Gendel-Guterman: Ariel University
Miriam Billig: Ariel University; Eastern R&D Regional Center

International Review on Public and Nonprofit Marketing, 2021, vol. 18, issue 2, No 1, 186 pages

Abstract: Abstract 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.

Keywords: Citizen satisfaction; Municipality relationship; Quality of life; Place attachment; Emotional role (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (1)

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DOI: 10.1007/s12208-020-00267-y

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