Measuring satisfaction with public services
Senior, Nicki (2011) Measuring satisfaction with public services. PhD thesis, University of Nottingham.
This study used the 'delivery paradox' (Blaug et al. 2006, p.6) as a catalyst to examine customer satisfaction with the public services. The 'delivery paradox' exists where the rise in the level of delivery improvements does not elicit a corresponding rise in public satisfaction with services (ibid). Expectancy Disconfirmation Theory underpins the measurement of customer satisfaction. However, a review of the literature by MORl (2002) concluded that whilst expectations are known to be shaped by many factors, the role of expectations in affecting satisfaction ratings was confused and over-simplified. This study explored the factors .that influence public service customers' expectations, how expectations changed over time and what effect this had on satisfaction. The study used the Department for Work and Pensions (DWP) as a case study. The sample was drawn from users of Jobcentre Plus. The method used longitudinal interviews over a six-month period, to explore customers' experiences, expectations and satisfaction. Semi-structured telephone interviews with 20 DWP staff members were also carried out to examine how the DWP collects, collates and distributes information on customer satisfaction and complaints.
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