Publication details

Měření spokojenosti občanů jako nástroj zlepšování kvality veřejných služeb: metodologické aspekty

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Title in English Measuring citizen satisfaction as a tool to improve the public service quality: methodological aspects


Year of publication 2017
Type Article in Proceedings
Conference Pracovní potenciál a jeho proměny v čase. Sborník příspěvků z mezinárodní konference PPAO 2017.
MU Faculty or unit

Faculty of Economics and Administration

Field Psychology
Keywords public service quality; citizen satisfaction; methods of measuring customer satisfaction; public libraries
Description For public sector organizations, citizen satisfaction surveys represent an important tool to obtain feedback from the public and an important basis for targeted improvement of the quality of public services. Should satisfaction measuring provide the organization with good quality information and make it able to choose such measures that will be really effective to improve citizen satisfaction, it is important that the satisfaction criteria on which the measuring is based are formulated from the perspective of the citizens as customers of the public sector. This paper presents the theoretical and methodological foundations for the development of tools to measure customer satisfaction and it demonstrates a possible identification of the satisfaction criteria from the service users' perspective using an example of services of public libraries. It is based on a survey that was carried out using a sample of 440 clients of three municipal libraries (project GA 402/07/1486). Key features of public library services determining the customer satisfaction were identified through qualitative research conducted with the critical incident technique. A questionnaire was created based on the obtained qualitative data and quantitative research was conducted. The statistical processing of the data identified quality dimensions of library services that represent the key criteria of citizen satisfaction with the selected sector of public services.
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