The Citizen Satisfaction Index (CSI): Evidence for a four basic factor model in a German sample

Cities

Volumn 31, Issue , 2013, Pages 156-164

  Zenker, Sebastian ^a   Petersen, Sibylle ^b   Aholt, Andreas ^c  

^a ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

^b UNIVERSITY OF LEUVEN   (Belgium)

^c City of Hamburg ^*  (Germany)

Author keywords

Cities; Citizen satisfaction; Place marketing; Scale development

Indexed keywords

COMPARATIVE STUDY; CONCEPTUAL FRAMEWORK; COST-BENEFIT ANALYSIS; FACTOR ANALYSIS; INDEX METHOD; MODEL TEST; QUALITATIVE ANALYSIS; RESEARCH WORK; RESIDENTIAL SATISFACTION; URBAN GEOGRAPHY;

GERMANY;

EID: 84875214553     PISSN: 02642751     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.cities.2012.02.006     Document Type: Article

References (57)

1. Anholt S. Places: Identity, image and reputation 2010, Palgrave Macmillan, New York.
2. Arbuckle J.L., Wothke W. AMOS 4.0 users' guide 1999, SmallWaters Corp., Chicago.
3. Ashworth G.J., Voogd H. Selling the city: Marketing approaches in public sector urban planning 1990, Belhaven, London.
4. Baker M.J., Cameron E. Critical success factors in destination marketing. Tourism and Hospitality Research 2008, 8(2):79-97.
5. Berglund, E., & Olsson, K. (2010). Rethinking place marketing - A literature review. Paper presented at the 50th European regional science association congress, 19th-23rd August, Jönköping, Sweden.
6. Birnbaum M.H. Human research and data collection via the internet. Annual Review of Psychology 2004, 55:803-832.
7. Braun E. City marketing: Towards an integrated approach 2008, Erasmus Research Institute of Management (ERIM), Rotterdam.
8. Browne M.W., Cudeck R. Alternative ways of assessing model fit. Testing structural equation models 1993, 136-162. Sage Publications, Newbury Park. K.A. Bollen, J.S. Long (Eds.).
9. Bruhn M., Grund M.A. Theory, development and implementation of national customer satisfaction indices: The Swiss Index of Customer Satisfaction (SWICS). Total Quality Management 2000, 11(7):1017-1028.
10. Carrol J.D., Green P.E. Psychometric methods in marketing research: Part 2, Multidimensional scaling. Journal of Marketing Research 1997, 34:193-204.
11. Cassel C., Ekloef J.A. Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study. Total Quality Management 2001, 12(7-8):834.
12. Chang J.J., Carroll J.D. How to use PREFMAP, a program that relates preference data to multidimensional scaling solutions. Multidimensional scaling: Concepts and applications 1989, 303-317. Allyn and Bacon, Boston. P. Green, F. Carmone, S. Smith (Eds.).
13. Evans G. Hard-branding the cultural city - From Prado to Prada. International Journal of Urban and Regional Research 2003, 27(2):417-440.
14. Fields D.L. Taking the measure of work: A guide to validated scales for organizational research and diagnosis 2002, Sage Publications, Thousand Oaks.
15. Florek M. No place like home: Perspectives on place attachment and impacts on city management. Journal of Town & City Management 2011, 1(4):346-354.
16. Florida R. The rise of the creative class 2004, Basic Books, New York.
17. Fornell C., Johnson M.D., Anderson E.W., Cha J.S., Bryant B.E. The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing 1996, 60(4):7-18.
18. Freire J.R. Local people: A critical dimension for place brands. Journal of Brand Management 2009, 16(7):420-438.
19. Grabow B. Weiche Standortfaktoren in Theorie und Empirie - ein überblick. Weiche Standortfaktoren: Erfolgsfaktoren regionaler Wirtschaftsentwicklung 2005, 37-52. Duncker & Humblot, Berlin. F. Thießen, O. Cernavin, M. Führ, M. Kaltenbach (Eds.).
20. Grabow B., Henckel D., Hollbach-Grömig B. Weiche Standortfaktoren 1995, Kolhammer, Stuttgart.
21. Grunert K.G., Grunert S.C. Measuring subjective meaning structures by the laddering method: Theoretical considerations and methodological problems. International Journal of Research in Marketing 1995, 12(3):209-226.
22. Henderson G., Iacobucci D., Calder B.J. Using network analysis to understand brands. Advances in Consumer Research 2002, 29(1):397-405.
23. Hoffman L.M. The marketing of diversity in the inner city: Tourism and regulation in Harlem. International Journal of Urban and Regional Research 2003, 27(2):286-299.
24. Hospers G.-J. Creative cities in Europe: Urban competitiveness in the knowledge economy. Intereconomics 2003, (September/October):260-269.
25. Hu L., Bentler P.M. Cut-off criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modelling 1999, 6:1-55.
26. Insch A. Managing residents' satisfaction with city life: Application of importance-satisfaction analysis. Journal of Town & City Management 2010, 1(2):164-174.
27. Insch A., Florek M. A great place to live, work and play: Conceptualising place satisfaction in the case of a city's residents. Journal of Place Management and Development 2008, 1(2):138-149.
28. Insch A., Florek M. Place satisfaction of city residents: Findings and implications for city branding. Towards effective place brand management: Branding European cities and regions 2010, 191-204. Edward Elgar, Cheltenham, UK. G. Ashworth, M. Kavaratzis (Eds.).
29. Jacobsen B.P. Investor-based place brand equity: A theoretical framework. Journal of Place Management and Development 2009, 2(1):70-84.
30. Jensen O.B. Culture stories: Understanding cultural urban branding. Planning Theory 2007, 6:211-236.
31. John D., Loken B., Kim K., Monga A.B. Brand concept maps: A methodology for identifying brand association networks. Journal of Marketing Research 2006, 43(4):549-563.
32. Kavaratzis, M. (2008). From city marketing to city branding: an interdisciplinary analysis with reference to Amsterdam, Budapest and Athens. PhD thesis. Groningen, Rijksuniversiteit Groningen.
33. Kavaratzis M., Ashworth G.J. City branding: An effective assertion of identity or a transitory marketing trick?. Tijdschrift voor Economische en Sociale Geografie 2005, 96(5):506-514.
34. Keller K.L. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing 1993, 57(January):1-22.
35. Kotler P., Haider D.H., Rein I. Marketing places: Attracting investment, industry, and tourism to cities, states, and nations 1993, The Free Press, New York.
36. Kraut R., Olson J., Banaji M., Bruckman A., Cohen J., Couper M.P. Psychological research online: Report of board of scientific affairs' advisory group on the conduct of research on the internet. American Psychologist 2004, 59(2):105-117.
37. Kruskal, J. B., & Wish, M. (1994). Multidimensional scaling (20th ed.), Newbury Park, CA.
38. Kunin T. The construction of a new type of attitude measure. Personal Psychology: A Journal of Applied Research 1955, 8:65-77.
39. Lodge C. Success and failure: The brand stories of two countries. Journal of Brand Management 2002, 9(4-5):372-384.
40. Luque-Martinez T., Munoz-Leiva F. City benchmarking: A methodological proposal referring specifically to Granada. Cities 2005, 22(6):411-423.
41. Lynch K.A. The image of the city 1960, MIT Press, Cambridge.
42. Merrilees B., Miller D., Herington C. Antecedents of residents' city brand attitudes. Journal of Business Research 2009, 62:362-367.
43. Meyer J.P., Allen N.J., Smith C.A. Commitment to organizations and occupations: Extension and test of a three-component conceptualization. Journal of Applied Psychology 1993, 78(4):538-551.
44. Morgan N., Pritchard A., Piggott R. New Zealand, 100% pure. The creation of a powerful niche destination brand. Journal of Brand Management 2002, 9(4-5):335-354.
45. Pierce J.L., Kostova T., Dirks K.T. The state of psychological ownership: Integrating and extending a century of research. Review of General Psychology 2003, 7(1):84-107.
46. Reips U.-D. Standards for internet-based experimenting. Experimental Psychology 2002, 49(4):243-256.
47. Schmidt K.-H., Hollmann S., Sodenkamp D. Psychometrische Eigenschaften und Validität einer deutschen Fassung des " Commitment" -Fragebogens von Allen und Meyer. Zeitschrift für Differentielle und Diagnostische Psychologie 1990, 19(2):93-106.
48. Stolarick K. The 'soft' factors of regional growth: Technology, talent and tolerance. Weiche Standortfaktoren: Erfolgsfaktoren regionaler Wirtschaftsentwicklung 2005, 73-100. Duncker & Humblot, Berlin. F. Thießen, O. Cernavin, M. Führ, M. Kaltenbach (Eds.).
49. Tan K.P. Sexing up Singapore. International Journal of Cultural Studies 2003, 6(4):403-423.
50. Torgerson W.S. Theory and methods of scaling 1958, Wiley, New York.
51. Tourangeau R. Survey research and societal change. Annual Review of Psychology 2004, 55:775-801.
52. Trueman M., Cook D., Cornelius N. Creative dimensions for branding and regeneration: Overcoming negative perceptions of a city. Place Branding and Public Diplomacy 2008, 4:29-44.
53. Trueman M., Klemm M., Giroud A. Can a city communicate? Bradford as a corporate brand. Corporate Communications: An International Journal 2004, 9(4):317-330.
54. Zenker S. Who's your target? The creative class as a target group for place branding. Journal of Place Management and Development 2009, 2(1):23-32.
55. Zenker S. How to catch a city? The concept and measurement of place brands. Journal of Place Management and Development 2011, 4(1):40-52.
56. Zenker S., Gollan T. Development and implementation of the resident migration scale (ReMiS): Measuring success in place marketing. Sozialpsychologie und ökonomie 2010, 156-172. Pabst Verlag, Lengerich. E.H. Witte, T. Gollan (Eds.).
57. Zenker S., Martin N. Measuring success in place marketing and branding. Journal of Place Branding and Public Diplomacy 2011, 7(1):32-41.