ERIC Number: ED215059
Record Type: RIE
Publication Date: 1982-Apr
Reference Count: 0
Citizen Satisfaction with Public Service Delivery: A Comparative Study of Citywide vs. Subarea Analysis.
Keeton, Kato B.
The facts that most public services are delivered by subarea and that subareas can be identified by the socioeconomic status of the residents, often lead to discrimination in service delivery based on the wealth or prestige of the subareas. It follows that citizen satisfaction with services delivered might vary from sector to sector within a city. A study of residents' satisfaction with trash collection and police service delivery in Wilmington, Delaware, indicates that analysis of data by subarea provides information on variations in citizen satisfaction that were not apparent when the data were analyzed on an aggregate, city-wide level. The study suggests that decision makers who formulate policy on the basis of data should be aware that analyzing data from different perspectives provides different types of information. Furthermore, the study implies that by collecting and analyzing public service data accordinq to well-defined subareas rather than by considering data in the aggregate, policy makers can plan for appropriate service delivery measures that maintain or increase citizen satisfaction. (Author/MJL)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers: Delaware (Wilmington); Rational Decision Making
Note: Paper presented at the Annual Conference of the Urban Affairs Association (Philadelphia, PA, April 14-17, 1982).