Date of Award
Master of Arts
Dr. Thomas Van Valey
Dr. Douglas Davidson
Dr. Robert Peters
Masters Thesis-Open Access
My research will evaluate the citizen complaints made to various departments in the Kalamazoo, Michigan's City Hall for the years of 1993 and 1994. The complaints were compiled on a monthly basis by the Citizen Action Center for the various departments. The number and types of complaints received and significant differences in the frequency and content of complaints or patterns of change from one year to the other were analyzed.
There was a consistent pattern in the content or types of complaints concerning the Public Works department from 1993 to 1994, but no consistent pattern for any of the other categories of complaints. While the finding is important to the Public Works department, it does not correspond with Wagenheim and Reurink's (1991) conclusion that once the citizens' service needs have been identified, city departments must develop revised service delivery systems to respond to those needs. This study suggests that there are areas where city governments need to work continually at improving their service. If customer service is improved upon, employees may be more eager to assist citizens with their complaints and grievances, therefore creating at least the perception of a more smoothly run government.
Moore, "An Evaluation of City Hall Departmental Complaints in Kalamazoo, Michigan, 1993 and 1994" (2004). Master's Theses. 5025.