IDEAS home Printed from https://ideas.repec.org/a/spr/qualqt/v55y2021i2d10.1007_s11135-020-01026-1.html
   My bibliography  Save this article

Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling

Author

Listed:
  • Vojo Lakovic

    (Fakulteta društvenih znanosti dr. Milenka Brkića)

Abstract

By the environmental complexities in the field of business competition and increasing customer expectations, make more evident the necessity of awareness of the strengths and weaknesses of organizations and continuous improvement of the overall indicators. Hence one of the major challenges of today organizations is to have a comprehensive, reliable, and flexible performance evaluation method. Municipalities as well as a public entity are not excepted, and performance evaluation can help them. The purpose of this study is to evaluate the performance of Urban Services based on the satisfaction of the citizens by using structural equation modeling. To do this, the research is done by descriptive-survey methods and designed questions. The results show that the variables of technical and constructional services and social and cultural services will effect on the satisfaction level of the citizens from the performance of municipality and the variable of urban services has no effect on that.

Suggested Citation

  • Vojo Lakovic, 2021. "Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(2), pages 765-773, April.
    • Handle: RePEc:spr:qualqt:v:55:y:2021:i:2:d:10.1007_s11135-020-01026-1
    DOI: 10.1007/s11135-020-01026-1
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11135-020-01026-1
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11135-020-01026-1?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Pablo Gutiérrez Rodríguez & José Luis Vázquez Burguete & Roge Vaughan & Jonathan Edwards, 2009. "The Transformation of Municipal Services: towards Quality in the Public Sector," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania - AGER, vol. 2(02(531)), pages 03-16, February.
    2. Sharma, Purva, 2020. "Opportunities and struggles of decentralized governance reform for urban municipalities in India," World Development Perspectives, Elsevier, vol. 17(C).
    3. Bostancı, Bülent & Erdem, Nuri, 2020. "Investigating the satisfaction of citizens in municipality services using fuzzy modelling," Socio-Economic Planning Sciences, Elsevier, vol. 69(C).
    4. Safa, Maryam & Sari, Puteri Azura & Shariati, Mahdi & Suhatril, Meldi & Trung, Nguyen Thoi & Wakil, Karzan & Khorami, Majid, 2020. "Development of neuro-fuzzy and neuro-bee predictive models for prediction of the safety factor of eco-protection slopes," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 550(C).
    5. lo Storto, Corrado, 2020. "Performance evaluation of social service provision in Italian major municipalities using Network Data Envelopment Analysis," Socio-Economic Planning Sciences, Elsevier, vol. 71(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yong-gang Zhang & Junbo Qiu & Yan Zhang & Yongyao Wei, 2021. "The adoption of ELM to the prediction of soil liquefaction based on CPT," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 107(1), pages 539-549, May.
    2. Maria Rostasova & Anna Padourova & Tatiana Corejova, 2020. "KANO model as a tool of effective customer satisfaction diagnostics of postal services," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(2), pages 811-828, December.
    3. Vujović, Vuk & Denić, Nebojša & Stevanović, Vesna & Stevanović, Mališa & Stojanović, Jelena & Cao, Yan & Alhammadi, Yasir & Jermsittiparsert, Kittisak & Van Le, Hiep & Wakil, Karzan & Radojkovic, Ivan, 2020. "Project planning and risk management as a success factor for IT projects in agricultural schools in Serbia," Technology in Society, Elsevier, vol. 63(C).
    4. Milovancevic, Milos & Zandi, Yousef & Rahimi, Abouzar & Denić, Nebojša & Vujović, Vuk & Zlatković, Dragan & Ilic, Ivana D. & Stojanović, Jelena & Gavrilović, Snežana & Khadimallah, Mohamed Amine & Iva, 2022. "Engine performance fueled with jojoba biodiesel and enzymatic saccharification on the yield of glucose of microbial lipids biodiesel," Energy, Elsevier, vol. 239(PD).
    5. Moraes, Ricardo Kalil & Wanke, Peter Fernandes & Faria, João Ricardo, 2021. "Unveiling the endogeneity between social-welfare and labor efficiency: Two-stage NDEA neural network approach," Socio-Economic Planning Sciences, Elsevier, vol. 77(C).
    6. Koronakos, Gregory & Sotiros, Dimitris & Despotis, Dimitris K. & Kritikos, Manolis N., 2022. "Fair efficiency decomposition in network DEA: A compromise programming approach," Socio-Economic Planning Sciences, Elsevier, vol. 79(C).
    7. Chia-Li Lin, 2022. "Evaluating the urban sustainable development strategies and common suited paths considering various stakeholders," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(12), pages 14033-14073, December.
    8. Yan Cao & Towhid Pourrostam & Yousef Zandi & Nebojša Denić & Bogdan Ćirković & Alireza Sadighi Agdas & Abdellatif Selmi & Vuk Vujović & Kittisak Jermsittiparsert & Momir Milic, 2021. "RETRACTED ARTICLE: Analyzing the energy performance of buildings by neuro-fuzzy logic based on different factors," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 23(12), pages 17349-17373, December.
    9. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    10. Shi, Jiangang & Dai, Xingying & Duan, Kaifeng & Li, Jiajia, 2023. "Exploring the performances and determinants of public service provision in 35 major cities in China from the perspectives of efficiency and effectiveness," Socio-Economic Planning Sciences, Elsevier, vol. 85(C).
    11. Ali Hosseini & Ebrahim Farhadi & Fatema Hussaini & Ahmad Pourahmad & Nooshin Seraj Akbari, 2022. "Analysis of spatial (in)equality of urban facilities in Tehran: an integration of spatial accessibility," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(5), pages 6527-6555, May.
    12. José Fernando Romero-Subia & Juan Antonio Jimber-del Rio & María Salomé Ochoa-Rico & Arnaldo Vergara-Romero, 2022. "Analysis of Citizen Satisfaction in Municipal Services," Economies, MDPI, vol. 10(9), pages 1-24, September.
    13. Ali Aldrees, 2022. "Using peak discharge estimation methods in urban flood modeling for WADI AL-AQIQ," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(3), pages 3461-3484, March.
    14. Vafadarnikjoo, Amin & Tavana, Madjid & Chalvatzis, Konstantinos & Botelho, Tiago, 2022. "A socio-economic and environmental vulnerability assessment model with causal relationships in electric power supply chains," Socio-Economic Planning Sciences, Elsevier, vol. 80(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:qualqt:v:55:y:2021:i:2:d:10.1007_s11135-020-01026-1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.