{"id":"https://openalex.org/W2018028786","doi":"https://doi.org/10.1177/0275074004272620","title":"End-User Satisfaction and Design Features of Public Agencies","display_name":"End-User Satisfaction and Design Features of Public Agencies","publication_year":2005,"publication_date":"2005-01-24","ids":{"openalex":"https://openalex.org/W2018028786","doi":"https://doi.org/10.1177/0275074004272620","mag":"2018028786"},"language":"en","primary_location":{"id":"doi:10.1177/0275074004272620","doi":"https://doi.org/10.1177/0275074004272620","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0275074004272620","pdf_url":null,"source":{"id":"https://openalex.org/S106702950","display_name":"The American Review of Public Administration","issn_l":"0275-0740","issn":["0275-0740","1552-3357"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The American Review of Public Administration","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086020449","display_name":"Richard F. Callahan","orcid":"https://orcid.org/0000-0001-7282-2538","observed_orcids":["https://orcid.org/0000-0001-7282-2538"]},"institutions":[{"id":"https://openalex.org/I1174212","display_name":"University of Southern California","ror":"https://ror.org/03taz7m60","country_code":"US","type":"education","lineage":["https://openalex.org/I1174212"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Richard F. Callahan","raw_affiliation_strings":["University of Southern California,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Southern California,","institution_ids":["https://openalex.org/I1174212"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103572745","display_name":"G. Ronald Gilbert","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"G. Ronald Gilbert","raw_affiliation_strings":["Florida International University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida International University","institution_ids":["https://openalex.org/I19700959"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5086020449"],"corresponding_institution_ids":["https://openalex.org/I1174212"],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":6.3637,"has_fulltext":false,"cited_by_count":24,"citation_normalized_percentile":{"value":0.95341876,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"35","issue":"1","first_page":"57","last_page":"73"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.000699999975040555,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.9909999966621399},{"id":"https://openalex.org/keywords/public-service-satisfaction","display_name":"public service satisfaction","score":0.7139999866485596},{"id":"https://openalex.org/keywords/citizen-participation","display_name":"citizen participation","score":0.7260000109672546},{"id":"https://openalex.org/keywords/organizational-performance","display_name":"organizational performance","score":0.6489999890327454},{"id":"https://openalex.org/keywords/public-sector-organizations","display_name":"public sector organizations","score":0.5329999923706055},{"id":"https://openalex.org/keywords/user-choice","display_name":"user choice","score":0.5879999995231628},{"id":"https://openalex.org/keywords/levels-of-government","display_name":"levels of government","score":0.8560000061988831}],"concepts":[{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.7955344915390015},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.6749505996704102},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.577678918838501},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.5449097156524658},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.5446121692657471},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4816838204860687},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45578521490097046},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.42447909712791443},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.41570985317230225},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3600035309791565},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3428899049758911},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.22525963187217712},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.1958335041999817},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.13517028093338013},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/0275074004272620","doi":"https://doi.org/10.1177/0275074004272620","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0275074004272620","pdf_url":null,"source":{"id":"https://openalex.org/S106702950","display_name":"The American Review of Public Administration","issn_l":"0275-0740","issn":["0275-0740","1552-3357"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The American Review of Public Administration","raw_type":"journal-article"},{"id":"pmh:oai:works.bepress.com:richard_callahan-1019","doi":null,"is_oa":false,"landing_page_url":"https://works.bepress.com/richard_callahan/19","pdf_url":null,"source":{"id":"https://openalex.org/S4377196440","display_name":"USF Scholarship Repository (University of San Francisco)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I76766440","host_organization_name":"University of San Francisco","host_organization_lineage":["https://openalex.org/I76766440"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Richard Callahan","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W1495316781","https://openalex.org/W1518581811","https://openalex.org/W1552690085","https://openalex.org/W1581748125","https://openalex.org/W1595422985","https://openalex.org/W1964911183","https://openalex.org/W1984540286","https://openalex.org/W1985624324","https://openalex.org/W1991002015","https://openalex.org/W1999244810","https://openalex.org/W2003845384","https://openalex.org/W2013566989","https://openalex.org/W2023690204","https://openalex.org/W2024990202","https://openalex.org/W2025500675","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2055522850","https://openalex.org/W2058430852","https://openalex.org/W2062623291","https://openalex.org/W2064345631","https://openalex.org/W2065901891","https://openalex.org/W2066139614","https://openalex.org/W2071387999","https://openalex.org/W2077944541","https://openalex.org/W2089232818","https://openalex.org/W2094921359","https://openalex.org/W2097173816","https://openalex.org/W2114739388","https://openalex.org/W2145947051","https://openalex.org/W2166813111","https://openalex.org/W2167292396","https://openalex.org/W2168125438","https://openalex.org/W2316117868","https://openalex.org/W2320089063","https://openalex.org/W2335060687","https://openalex.org/W2343513433","https://openalex.org/W2396761693","https://openalex.org/W2509318039","https://openalex.org/W2732605335","https://openalex.org/W2798038472","https://openalex.org/W2917165555","https://openalex.org/W4206634639","https://openalex.org/W4230722583","https://openalex.org/W4232003891","https://openalex.org/W4248719533","https://openalex.org/W4285719527","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W7096685503","https://openalex.org/W1578658147","https://openalex.org/W7098369101","https://openalex.org/W7042422771","https://openalex.org/W3168407586","https://openalex.org/W4406536950","https://openalex.org/W7155256919","https://openalex.org/W3086876097","https://openalex.org/W7167052701","https://openalex.org/W2729811176"],"abstract_inverted_index":{"This":[0],"study":[1,40,77],"relates":[2],"end-user":[3,56,111],"satisfaction":[4,57,92,104],"to":[5,42,48,122],"three":[6,94],"design":[7,34,95],"features":[8,35,84],"of":[9,30,36,61,67,71,97,119,131,142],"public":[10,21,31,37,73,98,143,150],"agencies":[11],"that":[12,54,145],"provide":[13,137],"services.":[14,134],"The":[15,39,88],"research":[16],"connects":[17,146],"the":[18,33,45,76,114,117,120,132],"discussion":[19],"on":[20,64,102],"participation":[22],"in":[23,125],"administrative":[24],"processes":[25],"with":[26,93,149],"a":[27,65,108,138],"core":[28],"consideration":[29],"administration:":[32],"organizations.":[38],"seeks":[41],"move":[43],"from":[44],"descriptive":[46],"literature":[47],"an":[49],"empirically":[50],"grounded":[51],"survey":[52,141],"methodology":[53,139],"examines":[55],"across":[58],"varied":[59],"levels":[60],"government.":[62],"Based":[63],"sample":[66],"2,816":[68],"end":[69],"users":[70],"17":[72],"sector":[74],"organizations,":[75],"tests":[78],"for":[79,105,140],"associations":[80],"between":[81],"organizational":[82],"performance":[83,148],"and":[85,116],"service":[86],"satisfaction.":[87],"findings":[89,136],"correlate":[90],"user":[91,103,121],"characteristics":[96],"agencies:":[99],"agency":[100,147,151],"dependence":[101],"future":[106,129],"funding,":[107],"clearly":[109],"identifiable":[110],"focus":[112],"by":[113],"agency,":[115],"ability":[118],"exercise":[123],"choice":[124],"her":[126],"or":[127],"his":[128],"use":[130],"agency\u2019s":[133],"These":[135],"preferences":[144],"design.":[152]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
