Are you satisfied? citizen feedback and delivery of urban services

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Are you satisfied? citizen feedback and delivery of urban services, Volume 1

Author:	Deichmann, Uwe; Lall, Somik V.;	Collection Title:	Policy, Research working paper series ; no. WPS 3070
Date Stored:	2003/07/08	Document Date:	2003/06/30
Document Type:	Policy Research Working Paper	Language:	English
Major Sector:	(Historic)Sector not applicable	Report Number:	WPS3070
Sub Sectors:	(Historic)Sector not applicable	SubTopics:	Environmental Economics & Policies; Governance Indicators; Water and Industry; Town Water Supply and Sanitation; Water Supply and Sanitation Governance and Institutions; Health Economics & Finance; Enterprise Development & Reform; Decentralization
Volume No:	1

Summary: Citizen 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.


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File Type		Description	File Size (mb)

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	PDF 32 pages	WPS3070	0.22

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