Measurement of citizens’ satisfaction: the key quality attributes of local authority services

LUKÁŠOVÁ, Růžena and David ŠPAČEK. Measurement of citizens’ satisfaction: the key quality attributes of local authority services. West University of Timisoara, Romania, 2009, 10 pp.

Basic information

• Original name: Measurement of citizens’ satisfaction: the key quality attributes of local authority services
• Name in Czech: Měření spokojenosti občanů: klíčové atributy kvality služeb městských úřadů
• Authors: LUKÁŠOVÁ, Růžena and David ŠPAČEK.
• Edition: 10 pp. 2009.
• Publisher: West University of Timisoara, Romania

Other information

• Original language: English
• Type of outcome: Proceedings paper
• Field of Study: 50600 5.6 Political science
• Country of publisher: Romania
• Confidentiality degree: is not subject to a state or trade secret
• Organization unit: Faculty of Economics and Administration
• Keywords (in Czech): veřejné služby; řízení kvality; kritéria kvality
• Keywords in English: public services; quality management; quality criteria
• Tags: Reviewed

Abstract

For local authorities, surveys of citizen satisfaction represent an important technique for obtaining the feedback from the public and also an indicator of quality of the provided services. If the feedback is to be efficient and provide relevant information for the improvement of the provided services, it is necessary that the measuring tools are based on the knowledge of the key attributes of the service quality reflecting expectations of users. The studies on attributes (dimensions) of service quality and users’ expectations in relation to the specific services conducted so far have been predominantly focused on the market sector. However, the measurement of citizen satisfaction with public services, especially services of public administration, is more complicated due to the character of the services, and little is known about the quality attributes of these services. The paper presents the results of qualitative research conducted with use of the critical incident method, the objective of which was to find out citizens’/customers’ expectations concerning services of public administration delivered by local authorities and to identify the key quality attributes of the examined public services.

Links

• GA402/07/1486, research and development project: Name: Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru

Investor: Czech Science Foundation, Measurement of Citizens Satisfaction with Public Sector Services as Integra Part of Quality management in Public Sector Organizations