Application of Determinacy Analysis to the Study of Citizen Satisfaction with the Service-Based Public Management

Abstract

The purpose of the article is developing methods of calculating quantitative characteristics of public satisfaction with the activities of the local self-government, as well as with quality of public services provided at the municipality. We suppose that initial data are provided by a sociological survey of the population of the municipal district. Data processing is performed using the determinacy analysis and based on the calculation of variety of conditional frequencies of some properties in the context of other properties. Determinacy analysis provides an extension of regular technique. Along with calculation of the level of satisfaction with a service in a particular group of respondents (intensity), it uses a percentage of satisfaction which is explained by contribution of the particular group (capacity). The joint usage of intensity and capacity enrich and make more complete the interpretation of a survey data. In addition, we propose a technique for evaluation and usage of significance of individual answers. As a result we can adjust the intensity and capacity for extraction of useful information and for the better description of regularities observed in the survey data.

DOI: 10.5901/mjss.2015.v6n6s2p444