Citizen Satisfaction: A Multicriteria Satisfaction Analysis

Panagiotis Manolitzas and Denis Yannacopoulos

International Journal of Public Administration, 2013, vol. 36, issue 9, 614-621

Abstract: 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.

Date: 2013
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DOI: 10.1080/01900692.2013.774416

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