Project details


Measurement of Citizens Satisfaction with Public Sector Services as Integra Part of Quality management in Public Sector Organizations

Project Identification:GA402/07/1486
Project Period:1/2007 - 12/2009
Investor:link to a new windowCzech Science Foundation
Programme / Project Type:Standard Projects -
MU Faculty/Unit:
Faculty of Economics and Administration
MU Investigator:Assoc. Prof. PhDr. Růžena Lukášová, CSc.
Project Team Member:Ing. Svatava Nunvářová, Ph.D.
Ing. David Špaček, Ph.D.
Field:AH - Economy (A - Social sciences)
Keywords:citizens satisfaction, citzens satisfaction measurement, public services, public sector

The degree of satisfaction of citizens with public services is a significant indicator of public services quality. Surveys of citizens satisfaction therefore represent an importnatn technique for obtatining 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 enbling 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 question. Unlike the foreign countries where a number of researches focused on identification odf dimensions of the public service quality were already carried out, no researches of this kond have been realized in the Czech Republic yet. Purpose of the research project is therefore as folows: map the current knowledge concerning measuremnt of citizens satisfaction with the public services, identify the key quality dimensions in two selected sectors and their relative importnace for ndividual segments of users and prpare the methodological qouide presenting possible procedures of measurement of citizens satisfaction with the public services.