Consumer Satisfaction with Government Services

Abstract

This study reports on Canadian consumer satisfaction with six government services in two time periods, 1983 and 1988. A taxonomy of government services is developed based on heterogeneity of consumer needs and extent of consumer experience with government services. This framework is used to organise the analysis of regional and demographic differences between satisfied and dissatisfied individuals. Results of the study indicate the majority of people are very satisfied with all six government services in both time-periods. Variation does exist across types of services and several regional and demographic variables are found to be significantly different across satisfied and dissatisfied respondents within each service.