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Customer satisfaction in local government: the case of the restructured city of Perth, Australia
journal contribution
posted on 2004-01-01, 00:00 authored by H Cripps, Mike Ewing, L McMahonGovernments in developed nations are focusing increased attention on market orientation and striving to achieve higher levels of customer satisfaction as part of the administrative reform process. This study centers on customer satisfaction at the local government (LG) level, using the break-up of the City of Perth, Australia, into new suburban LGs of Cambridge, Victoria Park, and Vincent. The study employs a mail survey on customer satisfaction to 1,500 residents across the three LGs. Findings suggest that by-and-large, customers are more satisfied with the new smaller LGs than with the former, larger LG. Conclusions are drawn, limitations noted, and future research directions outlined.
History
Journal
Journal of nonprofit and public sector marketingVolume
12Issue
1Pagination
1 - 22Publisher
RoutledgeLocation
Abingdon, Eng.Publisher DOI
ISSN
1049-5142eISSN
1540-6997Language
engPublication classification
C1.1 Refereed article in a scholarly journalCopyright notice
2004, Haworth PressUsage metrics
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