A MULTIPLE-INDICATOR APPROACH TO MUNICIPAL SERVICE EVALUATION: CORRELATING PERFORMANCE MEASUREMENT AND CITIZEN SATISFACTION ACROSS JURISDICTIONS

KELLY, JANET M.;SWINDELL, DAVID

PUBLIC ADMINISTRATION REVIEW, n.º 5/2002, pág. 610

1. Introduction. 2. Internal versus External Assessment of Performance. 3. Sources of Error: Attribution and Assessment. 4. What They Say and What We Hear. 5. Outputs and Outcomes: The Comparability Problem. 6. Performance Benchmark Data. 7. Citizen Satisfaction Data. 8. Data and Methodology. 9. Findings. 10. Conclusion.