The Perceptions of Academic Lawyers Concerning the Effects of the United Kingdom's Research Assessment Exercise

In this article, the authors analyse quantitative and qualitative data compiled from a large-scale postal survey of legal academics concerning the United Kingdom's Research Assessment Exercise. The purpose of the study was to measure the attitudes of academic lawyers affected by the RAE rating process and institutional responses to that process. The study reveals that a substantial number of respondents lack faith in the objectivity of the rating process, believe institutional responses to the RAE have caused damage to academic working environments, and perceive that the RAE has failed to improve the quality of legal research.     

United Kingdom

European Journal of Political Research -     

Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City

Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model has been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City, we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed.