Increasing citizen satisfaction with municipal services: the function of intangible factors

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Abstract

This study explores the intangible factors that influence citizens’ satisfaction from municipality services. Three factors are considered: place attachment, quality of life, and relationship between the municipality and citizens. The study is based on a qualitative and a quantitative analysis. A conceptual framework is formulated using Structural Equation Modeling (SEM). The originality of this study lies in two findings: First, objective tangible factors are not sufficient to develop citizens’ satisfaction from the municipality services. There is a necessity to cultivate a mutual relationship between the municipality and its citizens. Second, the quality of life can influence satisfaction from the services and not vice versa, as assumed in previous research.

Original languageEnglish
Pages (from-to)171-186
Number of pages16
JournalInternational Review on Public and Nonprofit Marketing
Volume18
Issue number2
DOIs
StatePublished - Jun 2021

Keywords

  • Citizen satisfaction
  • Emotional role
  • Municipality relationship
  • Place attachment
  • Quality of life

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