Publication details

Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services

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Year of publication 2010
Type Article in Periodical
Magazine / Source Review of Management and Economical Engineering
MU Faculty or unit

Faculty of Economics and Administration

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 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.
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