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https://www.sciencedirect.com/science/article/pii/S0305750X06002270
Citizen feedback is often seen as an effective means for evaluating the quality of urban public service delivery. The rationale is that collective or organized feedback can increase accountability from public providers, especially when there are no alternate suppliers due to regulation or natural monopolies.Author: Uwe Deichmann, Somik V. Lall
https://www.sciencedirect.com/science/article/abs/pii/S0305750X06002270
Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? We investigate this question using data for Bangalore, India.Author: Uwe Deichmann, Somik V. Lall
https://elibrary.worldbank.org/doi/book/10.1596/1813-9450-3070
Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery accurately, or do personal and community characteristics have a significant impact on residents’ assessment of service quality?
https://www.researchgate.net/publication/257156395_Citizen_Feedback_and_Delivery_of_Urban_Services
For example, in urban public service delivery, citizen feedback and their satisfaction measurement improve performance and quality of the public utilities (Deichmann & Lall, 2007). As well as the ...
http://documents.worldbank.org/curated/en/681801468741327758/Are-you-satisfied-citizen-feedback-and-delivery-of-urban-services
Are you satisfied? citizen feedback and delivery of urban services (English) Abstract. Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery...Author: Uwe Deichmann, Somik V. Lall
http://citeseer.ist.psu.edu/viewdoc/summary?doi=10.1.1.14.3148
CiteSeerX - Document Details (Isaac Councill, Lee Giles, Pradeep Teregowda): Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery?
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