Theoretical Insights into Citizen Satisfaction: Measurement and the Model
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Date
2021
Authors
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Journal ISSN
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Publisher
Ivane Javakhishvili Tbilisi State University Press
Abstract
As a branch of consumer satisfaction, theoretical aspects of citizen
satisfaction are being discussed in the article. The aim of the study is to
determine the factors possibly having impact on citizen satisfaction.
Reviewing previous attempts of citizen satisfaction measurement, eleven
factors were considered as determinants: Urbanity and diversity; Nature and
recreation; Infrastructure of the city (a. Pedestrian environment; b. Street
layout); Job opportunities in the city; Cost-efficiency of living; Neighborhood
of the citizen; Determinants of subjective well-being perceived by the citizen;
Parenting / Education possibilities; Public transport services; Necessary
services; and Dwelling type of the citizen. Moreover, two levels of outcomes
were identified: 1) Attachment to the city; Attitude towards the city; and
Subjective well-being; leading to 2) Intention to leave (stay in) the city and
Word-of-mouth. The determined factors were aggregated into a model of
Citizen Satisfaction Index, which can be adapted by local municipalities to
improve their performance.
Description
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Keywords
Marketing, satisfaction, index, customer, factor
Citation
Economics and Business, №2, 2021, pp. 125-143