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.
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.
LanguageEnglish
JournalCities
Volume31
Pages156-164
ISSN0264-2751
DOIs
StatePublished - Apr 2013
Externally publishedYes

Keywords

    Cite this

    @article{797ce01b138f47959abfca6f0c662ba7,
    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.",
    keywords = "Cities, Citizen satisfaction, Scale development, Place marketing",
    author = "Sebastian Zenker and Sibylle Petersen and Andreas Aholt",
    year = "2013",
    month = "4",
    doi = "10.1016/j.cities.2012.02.006",
    language = "English",
    volume = "31",
    pages = "156--164",
    journal = "Cities",
    issn = "0264-2751",
    publisher = "Pergamon Press",

    }

    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

    TY - JOUR

    T1 - The Citizen Satisfaction Index (CSI)

    T2 - Cities

    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

    VL - 31

    SP - 156

    EP - 164

    JO - Cities

    JF - Cities

    SN - 0264-2751

    ER -