• Measurement of customer satisfaction and performance measurement within a local government framework

      Wood, Sheena; Webb, Paul; Page, Steve; University of Chester (2007-07)
      The aim of the paper is to establish a performance measurement framework for addressing and improving customer satisfaction levels within a public sector service. The paper describes the methods utilised in order to achieve these objectives by reviewing relevant literature associated with organisational performance and customer satisfaction. This informs and provide the framework for the research. A useful framework model was produced that facilitates the application of customer satisfaction measurement and enables performance in this respect to be monitored.