This paper presents and discusses empirical research of citizen satisfaction, conducted to measure the performance and management local public policies. The object of the research is to evaluate the public safety policy of a Spanish city through a survey measuring citizen satisfaction with the local services. Regression and ‘importance-performance analysis’ (IPA) were applied to the views expressed by a sample of citizens. One objective of this article is to use different derived importance values, from correlation and regression analysis, to compare the results of two ‘importance-performance analyses’. The findings show that the results of the two IPAs differ using traditional IPA grid but are similar with diagonal models of partition IPA grid, and suggest that the importance derived from the correlation matrix with a diagonal model permits a better representation of the IPA.

Ortigueira-Sánchez, Luis Camilo and Ortigueira Bouzada, Manuel, Derived Importance-Performance Analysis and Diagonal Model (January 25, 2014). Available at SSRN: http://ssrn.com/abstract=2385372