Theoretical Insights into Citizen Satisfaction: Measurement and the Model

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Ivane Javakhishvili Tbilisi State University Press
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.
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Marketing, satisfaction, index, customer, factor
Economics and Business, №2, 2021, pp. 125-143