Customer satisfaction from inner-city services: A case study

Rafi Zagorie; Shai Rozenes; Yuval Cohen

doi:10.1007/978-3-319-56925-3_32

Customer satisfaction from inner-city services: A case study

Rafi Zagorie, Shai Rozenes, Yuval Cohen

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

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 language	English
Title of host publication	Exploring Services Science - 8th International Conference, IESS 2017, Proceedings
Editors	Monica Dragoicea, Maurizio Cavallari, Stefano Za
Publisher	Springer Verlag
Pages	409-420
Number of pages	12
ISBN (Print)	9783319569246
DOIs	https://doi.org/10.1007/978-3-319-56925-3_32
State	Published - 2017
Externally published	Yes
Event	8th International Conference on Exploring Service Science, IESS 2017 - Rome, Italy Duration: 24 May 2017 → 26 May 2017

Publication series

Name	Lecture Notes in Business Information Processing
Volume	279
ISSN (Print)	1865-1348

Conference

Conference	8th International Conference on Exploring Service Science, IESS 2017
Country/Territory	Italy
City	Rome
Period	24/05/17 → 26/05/17

Bibliographical note

Publisher Copyright:
© Springer International Publishing AG 2017.

Keywords

Customer satisfaction
Inner city
Quality
ServQual
Service

Access to Document

10.1007/978-3-319-56925-3_32

Cite this

Zagorie, R., Rozenes, S., & Cohen, Y. (2017). Customer satisfaction from inner-city services: A case study. In M. Dragoicea, M. Cavallari, & S. Za (Eds.), Exploring Services Science - 8th International Conference, IESS 2017, Proceedings (pp. 409-420). (Lecture Notes in Business Information Processing; Vol. 279). Springer Verlag. https://doi.org/10.1007/978-3-319-56925-3_32

@inproceedings{7143a41d53274c76b7838ec1043cfcad,

title = "Customer satisfaction from inner-city services: A case study",

abstract = "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.",

keywords = "Customer satisfaction, Inner city, Quality, ServQual, Service",

author = "Rafi Zagorie and Shai Rozenes and Yuval Cohen",

note = "Publisher Copyright: {\textcopyright} Springer International Publishing AG 2017.; 8th International Conference on Exploring Service Science, IESS 2017 ; Conference date: 24-05-2017 Through 26-05-2017",

year = "2017",

doi = "10.1007/978-3-319-56925-3_32",

language = "אנגלית",

isbn = "9783319569246",

series = "Lecture Notes in Business Information Processing",

publisher = "Springer Verlag",

pages = "409--420",

editor = "Monica Dragoicea and Maurizio Cavallari and Stefano Za",

booktitle = "Exploring Services Science - 8th International Conference, IESS 2017, Proceedings",

address = "גרמניה",

}

Zagorie, R, Rozenes, S & Cohen, Y 2017, Customer satisfaction from inner-city services: A case study. in M Dragoicea, M Cavallari & S Za (eds), Exploring Services Science - 8th International Conference, IESS 2017, Proceedings. Lecture Notes in Business Information Processing, vol. 279, Springer Verlag, pp. 409-420, 8th International Conference on Exploring Service Science, IESS 2017, Rome, Italy, 24/05/17. https://doi.org/10.1007/978-3-319-56925-3_32

Customer satisfaction from inner-city services: A case study. / Zagorie, Rafi; Rozenes, Shai; Cohen, Yuval.
Exploring Services Science - 8th International Conference, IESS 2017, Proceedings. ed. / Monica Dragoicea; Maurizio Cavallari; Stefano Za. Springer Verlag, 2017. p. 409-420 (Lecture Notes in Business Information Processing; Vol. 279).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Customer satisfaction from inner-city services

T2 - 8th International Conference on Exploring Service Science, IESS 2017

AU - Zagorie, Rafi

AU - Rozenes, Shai

AU - Cohen, Yuval

N1 - Publisher Copyright: © Springer International Publishing AG 2017.

PY - 2017

Y1 - 2017

N2 - 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.

AB - 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.

KW - Customer satisfaction

KW - Inner city

KW - Quality

KW - ServQual

KW - Service

UR - http://www.scopus.com/inward/record.url?scp=85018638512&partnerID=8YFLogxK

U2 - 10.1007/978-3-319-56925-3_32

DO - 10.1007/978-3-319-56925-3_32

M3 - ???researchoutput.researchoutputtypes.contributiontobookanthology.conference???

AN - SCOPUS:85018638512

SN - 9783319569246

T3 - Lecture Notes in Business Information Processing

SP - 409

EP - 420

BT - Exploring Services Science - 8th International Conference, IESS 2017, Proceedings

A2 - Dragoicea, Monica

A2 - Cavallari, Maurizio

A2 - Za, Stefano

PB - Springer Verlag

Y2 - 24 May 2017 through 26 May 2017

ER -

Customer satisfaction from inner-city services: A case study

Abstract

Publication series

Conference

Bibliographical note

Keywords

Access to Document

Other files and links

Fingerprint

Cite this