Publication:
Are You Satisfied? Citizen Feedback and Delivery of Urban Services

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dc.contributor.authorDeichmann, Uwe
dc.contributor.authorLall, Somik V.
dc.date.accessioned2014-05-05T19:42:13Z
dc.date.available2014-05-05T19:42:13Z
dc.date.issued2003-06
dc.description.abstractCitizen 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.en
dc.identifierhttp://documents.worldbank.org/curated/en/2003/06/2388825/satisfied-citizen-feedback-delivery-urban-services
dc.identifier.doi10.1596/1813-9450-3070
dc.identifier.urihttps://hdl.handle.net/10986/18162
dc.languageEnglish
dc.language.isoen_US
dc.publisherWorld Bank, Washington, DC
dc.relation.ispartofseriesPolicy Research Working Paper;No. 3070
dc.rightsCC BY 3.0 IGO
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo/
dc.subjectURBAN SERVICES
dc.subjectSERVICE DELIVERY
dc.subjectPUBLIC SERVICE DELIVERY
dc.subjectHOUSEHOLDS
dc.subjectSURVEYS
dc.subjectFRAMEWORK
dc.subjectSERVICES
dc.subjectWELFARE
dc.subjectTENURE
dc.subjectPUBLIC AWARENESS ACCOUNTABILITY
dc.subjectAVERAGE INCOME
dc.subjectCITIZEN
dc.subjectCITIZEN FEEDBACK
dc.subjectCITIZEN GROUPS
dc.subjectCITIZENS
dc.subjectCOMMUNITY PARTICIPATION
dc.subjectCOMPETITIVE MARKETS
dc.subjectCONSUMER SATISFACTION
dc.subjectCOST OF WATER
dc.subjectDISCLOSURE
dc.subjectECONOMIES OF SCALE
dc.subjectECONOMISTS
dc.subjectEDUCATIONAL ATTAINMENT
dc.subjectEMPIRICAL ANALYSIS
dc.subjectEMPIRICAL EVIDENCE
dc.subjectEXPENDITURES
dc.subjectHAND PUMP
dc.subjectHAND PUMPS
dc.subjectHIGH UNEMPLOYMENT
dc.subjectHOUSEHOLDS
dc.subjectINCOME
dc.subjectINCOME LEVELS
dc.subjectINDIVIDUAL CONNECTIONS
dc.subjectLIVING STANDARDS
dc.subjectMUNICIPALITIES
dc.subjectNATURAL MONOPOLIES
dc.subjectPOLICY IMPLICATIONS
dc.subjectPOLICY RESEARCH
dc.subjectPOOR PERFORMANCE
dc.subjectPRIVATE GOODS
dc.subjectPUBLIC AGENCIES
dc.subjectPUBLIC OFFICIALS
dc.subjectPUBLIC OWNERSHIP
dc.subjectPUBLIC POLICY
dc.subjectPUBLIC SECTOR PERFORMANCE
dc.subjectPUBLIC SERVICE DELIVERY
dc.subjectPUBLIC SERVICE PROVIDERS
dc.subjectPUBLIC SERVICE PROVISION
dc.subjectPUBLIC UTILITIES
dc.subjectPUBLIC UTILITY
dc.subjectQUALITY OF SERVICE
dc.subjectQUALITY OF SERVICE DELIVERY
dc.subjectQUALITY OF WATER
dc.subjectQUANTITY OF WATER
dc.subjectRATIONAL EXPECTATIONS
dc.subjectRELIGIOUS ORGANIZATIONS
dc.subjectSANITATION BOARD
dc.subjectSERVICE DELIVERY
dc.subjectSERVICE IMPROVEMENTS
dc.subjectSERVICE PROVIDER
dc.subjectSERVICE PROVIDERS
dc.subjectSERVICE PROVISION
dc.subjectSERVICE QUALITY
dc.subjectSERVICE STANDARDS
dc.subjectSOLID WASTE
dc.subjectSOLID WASTE DISPOSAL
dc.subjectSPILLOVERS
dc.subjectSUBJECTIVE RESPONSE
dc.subjectTAX BASE
dc.subjectURBAN AREAS
dc.subjectUTILITY FUNCTIONS
dc.subjectWATER AVAILABILITY
dc.subjectWATER DISTRIBUTION
dc.subjectWATER QUALITY
dc.subjectWATER SERVICE
dc.subjectWATER SERVICE PROVISION
dc.subjectWATER SERVICES
dc.subjectWATER SOURCE
dc.subjectWATER SOURCES
dc.subjectWATER STORAGE
dc.subjectWATER STORAGE TANKS
dc.subjectWATER SUPPLY
dc.subjectWATER SYSTEMS
dc.subjectWATER UTILITY
dc.subjectPUBLIC AWARENESS
dc.subjectACCOUNTABILITY
dc.titleAre You Satisfied? Citizen Feedback and Delivery of Urban Servicesen
dspace.entity.typePublication
okr.crossref.titleAre You Satisfied? Citizen Feedback and Delivery of Urban Services
okr.date.doiregistration2025-04-10T10:28:42.857447Z
okr.doctypePublications & Research::Policy Research Working Paper
okr.doctypePublications & Research
okr.docurlhttp://documents.worldbank.org/curated/en/2003/06/2388825/satisfied-citizen-feedback-delivery-urban-services
okr.globalpracticeGovernance
okr.globalpracticeWater
okr.guid681801468741327758
okr.identifier.doi10.1596/1813-9450-3070
okr.identifier.externaldocumentum000094946_03062004020023
okr.identifier.internaldocumentum2388825
okr.identifier.reportWPS3070
okr.language.supporteden
okr.pdfurlhttp://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2003/07/08/000094946_03062004020023/Rendered/PDF/multi0page.pdfen
okr.topicWater Resources::Water and Industry
okr.topicWater Supply and Sanitation::Town Water Supply and Sanitation
okr.topicPublic Sector Development::Decentralization
okr.topicEnvironmental Economics and Policies
okr.topicHealth Economics and Finance
okr.topicWater Supply and Sanitation::Water Supply and Sanitation Governance and Institutions
okr.topicGovernance::Governance Indicators
okr.topicEnterprise Development and Reform
okr.unitInfrastructure and Environment, Development Research Group
okr.volume1
relation.isAuthorOfPublication1bad1919-f70a-5855-b415-77aa5d72f22d
relation.isAuthorOfPublication.latestForDiscovery1bad1919-f70a-5855-b415-77aa5d72f22d
relation.isSeriesOfPublication26e071dc-b0bf-409c-b982-df2970295c87
relation.isSeriesOfPublication.latestForDiscovery26e071dc-b0bf-409c-b982-df2970295c87
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