The Citizen Satisfaction Index (CSI)

Evidence for a Four Basic Factor Model in a German Sample

Sebastian Zenker, Sibylle Petersen, Andreas Aholt

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

Where is the best place to live? The answer depends on how we ask the question and which scale we apply. Our study offers two contributions to the increasing comparability of research on citizen satisfaction: First, it combines together 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions that we label Citizen Satisfaction Index (CSI). Second, we replicate four distinct dimensions of citizen satisfaction in two studies that employ different methodological approaches (explorative & confirmatory factor analysis, multidimensional scaling): Urbanity & diversity, nature & recreation, job opportunities, and cost-efficiency. These four dimensions establish a conceptual framework of relevant factors that may prove useful in comparative research on citizen satisfaction.
Original languageEnglish
JournalCities
Volume31
Pages (from-to)156-164
ISSN0264-2751
DOIs
Publication statusPublished - Apr 2013
Externally publishedYes

Cite this

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title = "The Citizen Satisfaction Index (CSI): Evidence for a Four Basic Factor Model in a German Sample",
abstract = "Where is the best place to live? The answer depends on how we ask the question and which scale we apply. Our study offers two contributions to the increasing comparability of research on citizen satisfaction: First, it combines together 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions that we label Citizen Satisfaction Index (CSI). Second, we replicate four distinct dimensions of citizen satisfaction in two studies that employ different methodological approaches (explorative & confirmatory factor analysis, multidimensional scaling): Urbanity & diversity, nature & recreation, job opportunities, and cost-efficiency. These four dimensions establish a conceptual framework of relevant factors that may prove useful in comparative research on citizen satisfaction.",
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The Citizen Satisfaction Index (CSI) : Evidence for a Four Basic Factor Model in a German Sample. / Zenker, Sebastian; Petersen, Sibylle; Aholt, Andreas.

In: Cities, Vol. 31, 04.2013, p. 156-164.

Research output: Contribution to journalJournal articleResearchpeer-review

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T2 - Evidence for a Four Basic Factor Model in a German Sample

AU - Zenker, Sebastian

AU - Petersen, Sibylle

AU - Aholt, Andreas

PY - 2013/4

Y1 - 2013/4

N2 - Where is the best place to live? The answer depends on how we ask the question and which scale we apply. Our study offers two contributions to the increasing comparability of research on citizen satisfaction: First, it combines together 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions that we label Citizen Satisfaction Index (CSI). Second, we replicate four distinct dimensions of citizen satisfaction in two studies that employ different methodological approaches (explorative & confirmatory factor analysis, multidimensional scaling): Urbanity & diversity, nature & recreation, job opportunities, and cost-efficiency. These four dimensions establish a conceptual framework of relevant factors that may prove useful in comparative research on citizen satisfaction.

AB - Where is the best place to live? The answer depends on how we ask the question and which scale we apply. Our study offers two contributions to the increasing comparability of research on citizen satisfaction: First, it combines together 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions that we label Citizen Satisfaction Index (CSI). Second, we replicate four distinct dimensions of citizen satisfaction in two studies that employ different methodological approaches (explorative & confirmatory factor analysis, multidimensional scaling): Urbanity & diversity, nature & recreation, job opportunities, and cost-efficiency. These four dimensions establish a conceptual framework of relevant factors that may prove useful in comparative research on citizen satisfaction.

KW - Cities

KW - Citizen satisfaction

KW - Scale development

KW - Place marketing

U2 - 10.1016/j.cities.2012.02.006

DO - 10.1016/j.cities.2012.02.006

M3 - Journal article

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JF - Cities

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