A private sector consumer satisfaction measurement method and aggregation procedure were validated in the public sector. Generating the index involved the identification of the attributes of local government goods and services. The attributes were then weighted for importance using conjoint analysis and tested for their explanatory power in predicting product satisfaction. Products also were weighted and tested for their ability to explain overall satisfaction with local government goods and services. / The essence of the study was the determination of the validity of the measurements and weighting scheme. Validity testing included test-retest reliability estimation, convergence with a criterion measure, scale discriminability, and determination of nomological validity. / Results of the research supported the validity of the index method and aggregation scheme. Subjects could identify public product attributes, although fewer than in previous private sector product research. Conjoint analysis satisfaction equations explained a statistically significant proportion of variance in overall and product satisfaction (the dependent variables) using weighted product satisfaction and weighted attribute satisfaction as the independent variables. Other findings were: the instrument was acceptably reliable; satisfaction measurements and importance weights converged with a criterion measure; the scale exhibited strong evidence of nomological validity and, therefore, for the generalizability of the study's conceptualization and measurement method. The research provides a starting point for more public/private sector comparative satisfaction research. / Source: Dissertation Abstracts International, Volume: 42-06, Section: A, page: 2832. / Thesis (D.B.A.)--The Florida State University, 1981.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_74484 |
| Contributors | STEARNS, JAMES MCEVOY., Florida State University |
| Source Sets | Florida State University |
| Detected Language | English |
| Type | Text |
| Format | 262 p. |
| Rights | On campus use only. |
| Relation | Dissertation Abstracts International |
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