What Makes Customers Satisfied with the Local Government Agency: A Case Study in Rural Michigan
Bibliographic record
Abstract
The purpose of this paper is to report on how a local government agency in rural Michigan, USA, tried to understand residents’ perceptions of the community features, facilities, and services available to them, in order to better leverage customer value to benefit its current and potential customers and increase customer satisfaction with the city as a whole. A total of 705 questionnaires were completed, collected, and analyzed using SPSS. The results suggested that although customers and residents were satisfied with most of the services currently provided, they had concerns about several amenities made available by the provider. In addition, bivariate correlation analysis showed that 13 variables were significantly related to overall satisfaction with the local authority. These findings have important implications for research and practice. Recommendations are to the local authority are offered for remaining relevant to customers in the provision of services. Keywords: Customer satisfaction, resident satisfaction, local government, small town development, rural local government ---------------------------------------------- Etude de cas : Ce qui rend les clients satisfaits de l’organisme gouvernemental local: une etude de cas dans le Michigan rural Resume Le but de cet article est de rendre compte de la maniere dont un organisme gouvernementale local du Michigan rural, aux Etats-Unis, a tente de comprendre la perception qu'ont les residents des caracteristiques, des installations et des services communautaires a leur disposition, afin de mieux tirer parti de la valeur client au profit de ses clients actuels et potentiels ainsi que d’augmenter la satisfaction des clients avec la ville dans son ensemble. Au total, 705 questionnaires ont ete remplis, collectes et analyses a l'aide de SPSS. Les resultats suggerent que meme si les clients et les residents etaient satisfaits de la plupart des services actuellement fournis, ils avaient des inquietudes au sujet de plusieurs equipements mis a disposition par le fournisseur. De plus, une analyse de correlation bivariee a montre que 13 variables etaient significativement liees a la satisfaction globale a l'egard de l'autorite locale. Ces resultats ont des implications importantes pour la recherche et la pratique. Des recommandations sont adressees aux autorites locales pour que la prestation de services aux clients demeure pertinente. Mots-cles: Satisfaction des clients, satisfaction des residents, gouvernement local, developpement de petites villes, gouvernement local rural
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.004 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.002 |
| Science and technology studies | 0.009 | 0.002 |
| Scholarly communication | 0.003 | 0.002 |
| Open science | 0.001 | 0.002 |
| Research integrity | 0.002 | 0.002 |
| Insufficient payload (model declined to judge) | 0.003 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".