IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

The Role of External Indicators in Measuring the Service Performance of Local Governments: An Italian Case Study

The Role of External Indicators in Measuring the Service Performance of Local Governments: An Italian Case Study
View Sample PDF
Author(s): Fabio Cassia (University of Bergamo, Italy) and Francesca Magno (University of Bergamo, Italy)
Copyright: 2012
Pages: 16
Source title: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods
Source Author(s)/Editor(s): N. Delener (Arcadia University, USA)
DOI: 10.4018/978-1-4666-0077-5.ch009

Purchase


Abstract

This chapter discusses the role, adoption, and application of external performance indicators within local government. These indicators measure citizens’ satisfaction with offline and online public services and allow administrators to collect timely knowledge about their “customers.” In other words, they play the same role as customer satisfaction research in private companies’ marketing activities. Despite their relevance, external indicators are often overlooked and criticized by both professionals and researchers. This chapter will also review and challenge the main criticisms of external indicators, which state that external indicators are useless and unreliable. Through the analysis of a case study within Italian local governments, the discussion will demonstrate that these indicators have a significant role in public administrators’ decision making, provided that local government embraces a citizen-oriented culture.

Related Content

Vannie Naidoo, Thokozani Ian Nzimakwe. © 2019. 14 pages.
Ayda Saidane, Saleh Al-Sharieh. © 2019. 36 pages.
Balkis Hamdane, Sihem Guemara El Fatmi. © 2019. 25 pages.
Ines Mezghani Daoud, Marwa Meddeb. © 2019. 20 pages.
Ching Yuen Luk. © 2019. 33 pages.
Opeyemi Idowu Aluko, Gabriel Temitope Aderinola. © 2019. 21 pages.
Benjamin Enahoro Assay. © 2019. 23 pages.
Body Bottom