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Theories of Urban Politics

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Urban Affairs Review
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Notes

Citizen Satisfaction and Administrative Performance Measures

Is there Really a Link?

Janet M. Kelly

University of Tennessee

The most recent reform in public service delivery is predicated on an assumption that the kinds of activities that managers can measure are the dimensions of service that citizens value. The link between administrative performance measures and citizen satisfaction with services has been tested within cities but not among cities, owing to data comparability difficulties. This test for a relationship between police and fire service performance and citizen satisfaction with police and fire services across 50 localities does not reveal the result predicted in the public management literature. Some implications and recommendations for future specifications of the relationship are offered in conclusion.

Key Words: performance measures • citizen satisfaction • safety services

Urban Affairs Review, Vol. 38, No. 6, 855-866 (2003)
DOI: 10.1177/1078087403038006005
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