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Samenvatting
Local officials, policy makers and scholars are increasingly interested in using citizen satisfaction surveys as an instrument to evaluate and analyze the performances and services of municipalities. The key reason for this popularity is the increasing awareness that citizen satisfaction ratings can give a good identification of the effectiveness of the municipal policy. However, a consistent approach to measure citizen satisfaction of the municipal policy in a multidimensional manner has yet to emerge. The construction of such a multi-criteria satisfaction score on municipal policy is indeed an intricate matter with several conceptual and methodological difficulties to overcome. One important difficulty is the question how to aggregate multiple aspects of municipal policy into an overall satisfaction measure. The current paper advocates the ‘Benefit-of-the-Doubt’ (BoD) methodology to weigh and summarize citizen satisfaction ratings on multiple dimensions and tasks of municipal policy into an overall citizen satisfaction score. The label ‘benefit-of-the-doubt’ highlights the main conceptual starting point of the method: in the absence of detailed knowledge on the correct weights for the different dimensions and tasks of the municipality, the BoD-model looks for each evaluated municipality for the most favourable set of weights. As municipalities are usually rather sensitive about being compared and evaluated against each other, this quality is clearly an important advantage of the BoD-model. We present both a static and dynamic version of the model.
Beleid en Maatschappij |
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Artikel | Burgertevredenheid met lokaal gemeentebeleid: meten is weten |
Trefwoorden | citizen satisfaction, municipal policy, Benefit-of-the-Doubt method, Weighting, Multidimensionality |
Auteurs | Prof. dr. Nicky Rogge, Prof. dr. Simon De Jaeger en Gilles Naets MA |
DOI | 10.5553/Benm/138900692013040004004 |
Auteursinformatie |
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