A method for assessing residents' satisfaction with community-based services: a quality-of-life perspective

Abstract

A method for assessing residents' satisfaction with community-based services is developed and tested using four samples. The method is based on the theoretical notion that consumer satisfaction with individual government services (e.g., police, fire/rescue, and library), business services (e.g., banking/savings, insurance, and department stores), and nonprofit services (e.g., alcohol/drug abuse services, crisis intervention, and religious services) affect satisfaction with the community at large (global community satisfaction). Ultimately, this global community satisfaction, together with satisfaction with other relevant life domains (work, family, leisure, etc.), affect global life satisfaction. The theoretical notions are explained using bottom-up spillover theory -- a theory highly established in quality-of-life research. This theory applied to the proposed method explains that residents' overall satisfaction with a community can be decomposed into a variety of sub-domains, each of which contributes to their overall feelings about the community. Survey data from four different communities were collected to test the validity of the method. The results provided support to the model and the assessment method and measures used. From a managerial perspective, we showed how the model and the assessment method can be used by community leaders to tap citizens' perception of community quality-of-life and its determinants, identify strategic gaps or problem areas, and take corrective action.