Customer Satisfaction in Local Government: The Case of the Restructured City of Perth, Australia

ABSTRACT

Governments in developed nations are focusing increased attention on market orientation and striving to achieve higher levels of customer satisfaction as part of the administrative reform process. This study centers on customer satisfaction at the local government (LG) level, using the break-up of the City of Perth, Australia, into new suburban LGs of Cambridge, Victoria Park, and Vincent. The study employs a mail survey on customer satisfaction to 1,500 residents across the three LGs. Findings suggest that by-and-large, customers are more satisfied with the new smaller LGs than with the former, larger LG. Conclusions are drawn, limitations noted, and future research directions outlined.

KEYWORDS:

• Customer satisfaction
• local government
• mail survey
• Australia