Respondent characteristics in citizen evaluation of municipal services

Abstract

Research on citizen surveys tend to focus on how to conduct a survey and how to best utilize the survey data. How respondent characteristics affect responses to a survey has received only cursory treatment in the literature. The present study investigated the role of demographics and generalized attitude, two types of respondent characteristics, in citizen evaluations of municipal services. Of particular interest was the pattern of respondent-responses interaction across time. The Automatic Interaction Detector (AID) was used to analyze survey data collected annually from 1974 through 1979 by a University-affiliated Urban Studies Center in a mid-size metropolitan area. Results indicated that these respondent characteristics could account for a substantial portion of the variance associated with service evaluation. However, the relationship between respondent characteristics and service evaluations is nonlinear, interactively complex and lacking in consistency across time. This widely varying pattern of respondent-responses interactions across time was explained in terms of the effect of a third exposure-experiential factor. Implications for future research and for using citizen survey data in public policy analysis and program development were discussed.