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

REFERENCES

• Australian Bureau of Statistics . 1996 . Census Data: Community Profile, Australia , ABS Canberra .
   Google Scholar
• Baim , J. 1991 . Response Rates: A Multinational Perspective . Marketing and Research Today, (June) , : 114 – 119 .
   Google Scholar
• Blackman , T. and Stephens , C. 1993 . The Internal Market in Local Government: An Evaluation of the Impact of Customer Care . Public Money And Management , 13 ( 4 ) : 37 – 44 .
   Web of Science ®Google Scholar
• Caruana , A. , Ramaseshan , B. and Ewing , M. 1998 . Do Universities That Are More Market Oriented Perform Better?” . International Journal of Public Sector Management , 11 ( 1 ) : 55 – 70 .
   Google Scholar
• Chamberlain Research Consultants . 1997 . Janesville Citizen Satisfaction Survey , Wisconsin. : Madison .
   Google Scholar
• Chia , J. and Newman , P. 1999 . “Strategic Factors in Local Government Performance: The Effect of Council Population Size and Density,” , Working Paper 2/99 Perth, , Western Australia : Institute for Science and Technology Policy, Murdoch University .
   Google Scholar
• City of Maroondah . 1999 . Annual Customer Satisfaction Survey: Research Results , Toorak, Victoria : Newton, Wayman Research .
   Google Scholar
• City of Stirling . 1998 . Customer Satisfaction Survey: Report On Findings , Perth. : City of Stirling .
   Google Scholar
• Cronbach , L. 1951 . Coefficient Alpha and the Internal Structure of Tests . Psychomterika , 16 : 3 – 333 . (September), 297
   Web of Science ®Google Scholar
• Donnelly , M. , Wisniewski , M. , Dalrymple , J. and Curry , A. 1995 . Measuring Service Quality in Local Government: The SERVUAL Approach . International Journal of Public Sector Management , 8 ( 7 ) : 15 – 20 .
   Google Scholar
• Dowling , P. J. 1989 . Hot Issues Overseas . Personal Administrator , 34 ( 1 ) : 66 – 72 .
   Google Scholar
• Hague , R. , Harrop , M. and Bresin , S. 1998 . Comparative Government and Politics: An Introduction , Hampshire. : Macmillan Press .
   Google Scholar
• Jones , M. 1993 . Transforming Australian Local Government: Making It Work , St. Leonards. : Allen and Unwin .
   Google Scholar
• Local Government Association of Queensland . 1999 . Residents Satisfaction and Attitudes Survey , Queensland. : Fortitude Valley .
   Google Scholar
• Marshall , N. , Witherby , A. and Dollery , B. 1999 . Management, Markets and Democracy: Australian Local Government Reform in the 1990's . Local Government Studies , 25 ( 3 ) : 34 – 57 .
   Web of Science ®Google Scholar
• Mcclendon , B. 1995 . The Five Most Common Mistakes in Customer Service . Public Management , 77 ( 8 ) : 18
   Google Scholar
• Newton Wayman Research . 1999 . Annual Community Satisfaction Survey City of Maroondah , Melbourne. : Toorak .
   Google Scholar
• Nunnally , J. C. 1978 . Psychometric Theory, , 2nd Ed. , New York : McGraw-Hill .
   Google Scholar
• Peters , G. 1998 . Administration in the Year 2000: Serving the Client . International Journal of Public Administration , 21 ( 12 ) : 1759 – 1776 .
   Google Scholar
• Raju , P. S. , Shbhash , L. C. and Yash , G. P. 1995 . Market Orientation and Performance in the Hospital Industry . Journal of Health Care Marketing , 15 ( 4 ) : 34 – 41 .
   PubMedGoogle Scholar
• Report of the Local Government Structural Reform Advisory Committee . 1996 . Advancing Local Government in Western Australia , Perth Western Australia. : Department of Local Government .
   Google Scholar
• Roche , D. 1995 . Focus on Providing Customer Service . Local Government Management , 29 ( 3 ) : 10 – 11 .
   Google Scholar
• Schmidt , F. and Strickland , T. 1998 . “Client Satisfaction Surveying: Common Measurement Tools , Canadian Centre For Management Development .
   Google Scholar
• Scott , D. and Shieff , D. 1993 . Service Quality Components and Group Criteria in Local Government . International Journal of Service Industry Management , 4 ( 4 ) : 42 – 53 .
   Google Scholar
• Slater , S. F. and Narver , J. C. 1994 . Market Orientation, Customer Value, and Superior Performance . Business Horizons, (March-April) , : 22 – 27 .
   Google Scholar
• Soul , S. 1996 . The Politics of Size . LOCAL Government Management, (May) , : 41 – 43 .
   Google Scholar
• 1995 . Western Australian Local Government Act , Perth : State Law Publisher .
   Google Scholar