Customer satisfaction from inner-city services: A case study

Rafi Zagorie, Shai Rozenes, Yuval Cohen

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


This paper examines the quality of municipal services within inner-city services. It identifies the most important service quality dimensions that determine citizen satisfaction. System dynamics approach is used to model and analyze ways to improve citizen satisfaction. For that purpose, we developed questionnaires based on ServQual. 634 questionnaires were distributed to respondents in a town neighborhood of about 16,000 citizens. The relevance of the ServQual dimensions was validated. Three of the ServQual dimensions: reliability, empathy and responsiveness, significantly predicted citizen satisfaction. The paper discusses ways to guide practitioners to improve quality attributes and enhance inner-city customer satisfaction.

Original languageEnglish
Title of host publicationExploring Services Science - 8th International Conference, IESS 2017, Proceedings
EditorsMonica Dragoicea, Maurizio Cavallari, Stefano Za
PublisherSpringer Verlag
Number of pages12
ISBN (Print)9783319569246
StatePublished - 2017
Externally publishedYes
Event8th International Conference on Exploring Service Science, IESS 2017 - Rome, Italy
Duration: 24 May 201726 May 2017

Publication series

NameLecture Notes in Business Information Processing
ISSN (Print)1865-1348


Conference8th International Conference on Exploring Service Science, IESS 2017

Bibliographical note

Publisher Copyright:
© Springer International Publishing AG 2017.


  • Customer satisfaction
  • Inner city
  • Quality
  • ServQual
  • Service


Dive into the research topics of 'Customer satisfaction from inner-city services: A case study'. Together they form a unique fingerprint.

Cite this