Are you satisfied? citizen feedback and delivery of urban services
Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery accurately, or do personal and community characteristics have a significant impact on residents'assessment of service quality? Deichmann and Lall investigate these questions using newly available household survey data on access to and satisfaction with selected public services in two Indian cities-Bangalore and Jaipur. They develop a framework where actual levels of services received, as well as expectations about service performance, influence a household's satisfaction with service delivery. The authors find that satisfaction increases with improvements in the household's own service status, a finding that supports the use of scorecard initiatives. But the results also suggest that a household's satisfaction is influenced by how service quality compares with that of its neighbors or peers and by household level characteristics such as welfare and tenure status. This implies that responses in satisfaction surveys are at least in part determined by factors that are unrelated to the service performance experienced by the household.
|Date of creation:||30 Jun 2003|
|Date of revision:|
|Contact details of provider:|| Postal: |
Phone: (202) 477-1234
Web page: http://www.worldbank.org/
More information through EDIRC
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Oswald, Andrew J, 1997.
"Happiness and Economic Performance,"
Royal Economic Society, vol. 107(445), pages 1815-31, November.
- Oswald, Andrew, 1997. "Happiness and Economic Performance," The Warwick Economics Research Paper Series (TWERPS) 478, University of Warwick, Department of Economics.
- Oswald, A.J., 1997. "Happiness and Economic Performance," Papers 18, Centre for Economic Performance & Institute of Economics.
- Alberto Alesina & Eliana La Ferrara, 1999.
"Participation in Heterogeneous Communities,"
NBER Working Papers
7155, National Bureau of Economic Research, Inc.
- Estache, Antonio & Gomez-Lobo, Andres & Leipziger, Danny, 2001.
"Utilities Privatization and the Poor: Lessons and Evidence from Latin America,"
Elsevier, vol. 29(7), pages 1179-1198, July.
- Antonio Estache & A. Gomez-Lobo & D. Leipziger, 2001. "Utilities Privatization and the Poor: Lessons and evidence from Latin America," ULB Institutional Repository 2013/43997, ULB -- Universite Libre de Bruxelles.
- Clark, Andrew E. & Oswald, Andrew J., 1994.
"Satisfaction and comparison income,"
CEPREMAP Working Papers (Couverture Orange)
- Angus Deaton & Salman Zaidi, 2002.
"Guidelines for Constructing Consumption Aggregates for Welfare Analysis,"
World Bank Publications,
The World Bank, number 14101, August.
- Deaton, A. & Zaidi, S., 1999. "Guidelines for Constructing Consumption Aggregates for Welfare Analysis," Papers 192, Princeton, Woodrow Wilson School - Development Studies.
- Angus Deaton & Salman Zaidi, 1999. "Guidelines for Constructing Consumption Aggregates For Welfare Analysis," Working Papers 217, Princeton University, Woodrow Wilson School of Public and International Affairs, Research Program in Development Studies..
- David G. Blanchflower & Andrew J. Oswald, 2000.
"Well-Being Over Time in Britain and the USA,"
NBER Working Papers
7487, National Bureau of Economic Research, Inc.
- Blanchflower, David G. & Oswald, Andrew J., 2001. "Well-Being Over Time in Britain and the USA," The Warwick Economics Research Paper Series (TWERPS) 616, University of Warwick, Department of Economics.
- Hentschel, Jesko & Lanjouw, Peter, 1998.
"Household welfare measurement and the pricing of basic services,"
Policy Research Working Paper Series
2006, The World Bank.
- Jesko Hentschel & Peter Lanjouw, 2000. "Household welfare measurement and the pricing of basic services," Journal of International Development, John Wiley & Sons, Ltd., vol. 12(1), pages 13-27.
- Ng, Yew-Kwang, 1997.
"A Case for Happiness, Cardinalism, and Interpersonal Comparability,"
Royal Economic Society, vol. 107(445), pages 1848-58, November.
- Yew-Kwang, Ng, 1997. "A case for Happiness, Cardinalism, and Interpersonal Comparability," Departmental Working Papers _081, Chinese University of Hong Kong, Department of Economics.
- Clark, Andrew E. & Oswald, Andrew J., 1998. "Comparison-concave utility and following behaviour in social and economic settings," Journal of Public Economics, Elsevier, vol. 70(1), pages 133-155, October.
- La Ferrara, Eliana & Alesina, Alberto, 2000. "Participation in Heterogeneous Communities," Scholarly Articles 4551796, Harvard University Department of Economics.
- Clark, Andrew E & Oswald, Andrew J, 1994. "Unhappiness and Unemployment," Economic Journal, Royal Economic Society, vol. 104(424), pages 648-59, May.
- Frank, Robert H, 1997. "The Frame of Reference as a Public Good," Economic Journal, Royal Economic Society, vol. 107(445), pages 1832-47, November.
- Ravallion, Martin & Lokshin, Michael, 2000.
"Identifying welfare effects from subjective questions,"
Policy Research Working Paper Series
2301, The World Bank.
- Ravallion, Martin & Lokshin, Michael, 2001. "Identifying Welfare Effects from Subjective Questions," Economica, London School of Economics and Political Science, vol. 68(271), pages 335-57, August.
- Bobby Duffy, 2000. "Satisfaction and Expectations: Attitudes to public services in deprived areas," CASE Papers case45, Centre for Analysis of Social Exclusion, LSE.
- Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, University of Chicago Press, vol. 21(4), pages 695-707, March.
- Walker, Ian & Ordonez, Fidel & Serrano, Pedro & Halpern, Jonathan, 2000. "Pricing, subsidies, and the poor : demand for improved water services in Central America," Policy Research Working Paper Series 2468, The World Bank.
When requesting a correction, please mention this item's handle: RePEc:wbk:wbrwps:3070. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Roula I. Yazigi)
If references are entirely missing, you can add them using this form.