Abstract
A considerable amount of literature has been published on increasing citizens’ satisfaction through satisfaction surveys. However, we know little about how to find the optimal design for a citizen satisfaction survey. Borrowing insights from dual-process theory, the study examines the effects of citizen satisfaction survey design on respondents’ effort and reported satisfaction. A fully randomized 2 × 3 between-subjects factorial experiment revealed a positive relationship between the number of anchors and the cognitive effort, while the effect of survey length is negative. Additionally, an increasing number of anchors will decrease the cognitive bias of participants. This study underscores the critical role of dual-process theory in understanding citizens’ evaluations and offers practical implications for survey design.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
