The Citizen Satisfaction Index (CSI): Evidence for a four basic factor model in a German sample

S (Sebastian) Zenker, S Petersen, A Aholt

Research output: Contribution to journalArticleAcademicpeer-review

103 Citations (Scopus)

Abstract

Where is the best place to live? The answer depends on how we ask the question and which scale we apply. Our study offers two contributions to the increasing comparability of research on citizen satisfaction: First, it combines together 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions that we label Citizen Satisfaction Index (CSI). Second, we replicate four distinct dimensions of citizen satisfaction in two studies that employ different methodological approaches (explorative & confirmatory factor analysis, multidimensional scaling): Urbanity & diversity, nature & recreation, job opportunities, and cost-efficiency. These four dimensions establish a conceptual framework of relevant factors that may prove useful in comparative research on citizen satisfaction. © 2012.
Original languageEnglish
Pages (from-to)156-164
Number of pages9
JournalCities
Volume31
DOIs
Publication statusPublished - 2013

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