​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence 

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Government 

‘‘Government Customer  Service Improvement Act of 2013’’


​To require the establishment of Federal customer service standards and to improve the service provided by Federal agencies.

The leadership team at the Quality & Satisfaction Research Institute  support federals, state and municipal government agencies mission in Puerto Rico with the CSIPR government model measurement tool.  The CSIPR metric has been developed with ACSI’s petented methodology.

Since 1999, the widespread use of ACSI methodology among federal service programs and agency websites is proof of the federal government preference towards the metric, this demonstrates it is the ultimate solution for measuring citizen satisfaction.

Research Published In Journal Articles 


Federal Government 

Quality Monitoring Program in Public Service  Act No.. 33 of April 2, 2008.
 
To set the "Quality Monitoring Program in Public Service" in each agency, instrumentality or public corporation that provides direct services to the population, define responsibilities of public bodies, and for other related purposes.                                                                                           

P12-057 Morgeson III, Forrest V. (2012).
“Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model.”
Journal of Public Administration Research and Theory.


P11-056 Morgeson III, Forrest V. and Claudia Petrescu (2011). 
“Do They All Perform Alike? An Examination of Perceived Performance, Citizen Satisfaction and Trust with U.S. Federal Agencies.” 
International Review of Administrative Sciences Vol. 77, No. 3.


P11-054Morgeson III, Forrest V. (2011). 
“Comparing Determinants of Website Satisfaction and Loyalty across the e-Government and e-Business Domains.” 
Electronic Government:
An International Journal Vol. 8, Nos. 2/3, 164-184.

P11-053 Morgeson III, Forrest V., David VanAmburg, and Sunil Mithas (2011). 
“Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship.” 
Journal of Public Administration Research and Theory Vol. 21, No. 2, 257-283.


P09-050Morgeson III, Forrest V., and Sunil Mithas (2009). “Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S. Federal Government and E-Business Website.”  Public Administration Review Vol. 69, No. 4, 740-752.

Government of Puerto Rico

"Law of Performance Excellence of Execution for Public Agencies and Instrumentalities"


To create, to promote the adoption of the necessary mechanisms for the establishment of a system of evaluation and performance measurement and enforceable agencies and instrumentalities of the "Law of Performance Excellence of Execution and Public Agencies and Instrumentalities" to promote the effectiveness and efficiency of operations; repeal Act 236-2010; and for other related purposes.