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Abstract ▼ AI-Helper

We investigated the implications and limits of customer satisfaction survey in evaluating the performance of local public enterprises. Recently, customer satisfaction survey has come to fashion as a tool of evaluation in Korea, which implies that the perceptions of citizen should be considered as a ...

We investigated the implications and limits of customer satisfaction survey in evaluating the performance of local public enterprises. Recently, customer satisfaction survey has come to fashion as a tool of evaluation in Korea, which implies that the perceptions of citizen should be considered as a critical factor in performance evaluation of public organizations. But it has been claimed that customer satisfaction survey, as a evaluation tool, has its own limits. These raise some research questions about its practical usefulness, which is the very points of this study. In this respect, we delineated the evolution of customer satisfaction survey in evaluating local public enterprises in Korea and delved the institutional constraints and limits as a performance evaluation tool. In conclusions, we suggest some policy implications and further research issues based upon the findings.

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