2010
Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services
LUKÁŠOVÁ, Růžena and David ŠPAČEKBasic information
Original name
Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services
Authors
Edition
Review of Management and Economical Engineering, 2010, 1583-624X
Other information
Language
English
Type of outcome
Article in a journal
Field of Study
50600 5.6 Political science
Country of publisher
Romania
Confidentiality degree
is not subject to a state or trade secret
RIV identification code
RIV/00216224:14560/10:00049322
Organization unit
Faculty of Economics and Administration
Keywords in English
Public services; Quality management; Quality criteria
Changed: 23/3/2011 13:19, RNDr. Michaela Křivanová
Abstract
In the original language
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 measurement of citizen satisfaction with public services 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 |
|