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@article{773262,
author = {Lukášová, Růžena},
article_location = {Melbourne},
article_number = {9},
keywords = {customer satisfaction public services quality},
language = {eng},
issn = {1833-1882},
journal = {International Journal of Interdisciplinary Social Sciences},
title = {Measurement of Citizens´ Satisfaction with Public Sector Services: The Key Quality Dimensions of Library Services},
volume = {3},
year = {2008}
}
TY - JOUR
ID - 773262
AU - Lukášová, Růžena
PY - 2008
TI - Measurement of Citizens´ Satisfaction with Public Sector Services: The Key Quality Dimensions of Library Services
JF - International Journal of Interdisciplinary Social Sciences
VL - 3
IS - 9
SP - 55 - 61
EP - 55 - 61
PB - Common Ground Publishing Ltd.
SN - 18331882
KW - customer satisfaction public services quality
N2 - Surveys of citizens satisfaction represent an important technique for obtaining the feedback from the public for public sector organizations and the starting point for goal-directed improvement of services. Measurements of satisfaction of citizens may bring the information enabling selection of the effective steps leading to the real improvement only if the measuring tools are based on knowledge of the key dimensions of service quality reflecting expectations of users in relation to the services in question. The paper presents the results of the qualitative research, the objective of which was to identify citizens/customers expectations concerning services in the selected public service sector (library services) and identify the key quality dimensions of examined public services.
ER -
LUKÁŠOVÁ, Růžena. Measurement of Citizens´ Satisfaction with Public Sector Services: The Key Quality Dimensions of Library Services. \textit{International Journal of Interdisciplinary Social Sciences}. Melbourne: Common Ground Publishing Ltd., 2008, roč.~3, č.~9, s.~55 - 61. ISSN~1833-1882.
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