A Client-Satisfaction-Based Model of Urban Public Service Delivery Organizational Effectiveness

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Service Delivery, Public Service, Government Official, Housing Policy, Consumer Satisfaction


This article proposes a model for measuring the performance of urban public service delivery agencies. It also presents the results of the model's application to a case study involving urban housing policy organizations (HPOs) in Cameroon. The model incorporates consumer satisfaction, an obvious indicator of the effectiveness construct that is conspicuously lacking in extant models of organizational effectiveness. By incorporating this indicator, the model is potentially useful to especially city government officials interested in evaluating local public service delivery agencies from the point of view of those they profess to serve, the citizens.

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Citation / Publisher Attribution

Social Indicators Research, v. 32, issue 3, p. 263-296