End-User Satiafation and Design Features of Public Agencies
By: CALLAHAN, Richard F.; GILBERT, Ronald G
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ArticlePublisher: Thousand Oaks : Sage Publications, September 2003Subject(s): Atendimento ao Cidadão | Empresa Pública | Política de Escolha Estrutural | Desempenho Organizacional | Pesquisa de Satisfação do cliente | Satisfação do Cliente | Reforma AdministrativaAmerican Review of Public Administration 35, 1, p. 57-73Abstract: This study relates end-user satisfation to three design features of public agencies that provide services. The research connects the discussion on public participation in administrative processes with a core consideration of public administration: the design features of public organizations. The study seeks to move from the descriptive literatre o an empirically grounded survey methodology that examines end-user satisfation across varied levels of government. Based on a sample of 2,816 end users of 17 public sector organizations, the study tests for associations between organizational performance features and service satisfation. The findings correlate use satisfation with three design characteristics of public agencies: agency dependence on user satisfation for future funding, a clearly identifiable and-user focus by the agency, and the ability of the user to exercise choice in her or his future use of the agency's services. These findings provide a methodology for survey of public preferences that connects agency perfomance with public agency design.
This study relates end-user satisfation to three design features of public agencies that provide services. The research connects the discussion on public participation in administrative processes with a core consideration of public administration: the design features of public organizations. The study seeks to move from the descriptive literatre o an empirically grounded survey methodology that examines end-user satisfation across varied levels of government. Based on a sample of 2,816 end users of 17 public sector organizations, the study tests for associations between organizational performance features and service satisfation. The findings correlate use satisfation with three design characteristics of public agencies: agency dependence on user satisfation for future funding, a clearly identifiable and-user focus by the agency, and the ability of the user to exercise choice in her or his future use of the agency's services. These findings provide a methodology for survey of public preferences that connects agency perfomance with public agency design.
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