A CLIENT-SATISFACTION-BASED MODEL OF URBAN PUBLIC-SERVICE DELIVERY ORGANIZATIONAL-EFFECTIVENESS

被引：9

作者：

NJOH, AJ

机构：

[1] Office of Transportation Statistics, Florida Department of Transportation, Tallahassee, 32399, FL

来源：

SOCIAL INDICATORS RESEARCH | 1994年 / 32卷 / 03期

关键词：

D O I：

10.1007/BF01078688

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

This article proposes a model for measuring the performance of urban public service delivery agencies. It also presents the results of the model's application to a case study involving urban housing policy organizations (HPOs) in Cameroon. The model incorporates consumer satisfaction, an obvious indicator of the effectiveness construct that is conspicuously lacking in extant models of organizational effectiveness. By incorporating this indicator, the model is potentially useful to especially city government officials interested in evaluating local public service delivery agencies from the point of view of those they profess to serve, the citizens.

引用

页码：263 / 296

页数：34