IMPORTANCE-PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS

  1. GREGG G. VAN RYZIN,
  2. STEPHEN IMMERWAHR

Article first published online: 7 MAR 2007

DOI: 10.1111/j.1467-9299.2007.00641.x

Issue

Public Administration

Public Administration

Volume 85, Issue 1, pages 215–226, March 2007

Additional Information

How to Cite

VAN RYZIN, G. G. and IMMERWAHR, S. (2007), IMPORTANCE-PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS. Public Administration, 85: 215–226. doi: 10.1111/j.1467-9299.2007.00641.x

Author Information

  1. Gregg G. Van Ryzin and Stephen Immerwahr are in the School of Public Affairs, Baruch College, The City University of New York.

Publication History

  1. Issue published online: 7 MAR 2007
  2. Article first published online: 7 MAR 2007
  3. Date received 20 September 2005. Date accepted 9 November 2005.

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This paper introduces the method of importance-performance analysis of citizen surveys, a useful approach to understanding citizen satisfaction with local government services. Using data from a US national online panel, we directly compare two approaches to importance-performance analysis: one employing an explicitly stated measure of importance, the other using a measure of importance derived from regression analysis. The different results that the two approaches give suggest that local government administrators and policy analysts arrive at distinctly different conclusions depending on which importance measure they use. These differences are illustrated by simulating the change in citizen satisfaction that would result from improvement in the top-rated services according to each measure. Research and policy implications are discussed.

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