ACSI Results Government Results Archive ACSI Government Model ACSI Government Model
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The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side, satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side. As seen in the diagram, the ACSI government model (used for most agencies) is identical to the private-sector model with a key modification in the "outcomes” component. Specifically, the outcome of citizen trust replaces the price-related outcomes found in the private-sector model (repurchase intention and price tolerance). Because agencies provide services with little or no direct charge to the user, perceived value is not part of the government model. The drivers of expectations and perceived quality, satisfaction, and the outcome of customer complaints appear in both the government and private-sector models.
For government organizations, indicators of satisfaction are grouped into four broad categories that are used as input to measure quality (process, information, customer service, and website). For the outcome of citizen trust, indicators are (1) the degree to which the user/customer would recommend the agency’s services to others (recommend) and (2) the extent to which the user has confidence in relying on the agency in the future (confidence). |
