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Are you satisfied? citizen feedback and delivery of urban services

Author

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  • Deichmann, Uwe
  • Lall, Somik V.

Abstract

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.

Suggested Citation

  • Deichmann, Uwe & Lall, Somik V., 2003. "Are you satisfied? citizen feedback and delivery of urban services," Policy Research Working Paper Series 3070, The World Bank.
  • Handle: RePEc:wbk:wbrwps:3070
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    References listed on IDEAS

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    Cited by:

    1. Musharraf Cyan & Michael Price & Mark Rider, 2017. "Building up Municipal Services from a Scratch: Immediate Gains in Citizen Perceptions and Level of Trust in Militancy Prone Tribal City of North-Western Pakistan," International Center for Public Policy Working Paper Series, at AYSPS, GSU paper1706, International Center for Public Policy, Andrew Young School of Policy Studies, Georgia State University.
    2. Dasgupta, Basab & Narayan, Ambar & Skoufias, Emmanuel, 2009. "Measuring the quality of education and health services : the use of perception data from Indonesia," Policy Research Working Paper Series 5033, The World Bank.

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