Publication details
Measurement of citizens’ satisfaction: the key quality attributes of local authority services
| Authors | |
|---|---|
| Year of publication | 2009 |
| Type | Article in Proceedings |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | public services; quality management; quality criteria |
| Description | 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. |
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