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

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F10%3A00049322" target="_blank" >RIV/00216224:14560/10:00049322 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

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

Original language 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 ofwhich 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.

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

<a href="/en/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations</a><br>

Continuities

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year

2010

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Review of Management and Economical Engineering

ISSN

1583-624X

e-ISSN

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Volume of the periodical

9/2010

Issue of the periodical within the volume

5

Country of publishing house

RO - ROMANIA

Number of pages

14

Pages from-to

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UT code for WoS article

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EID of the result in the Scopus database

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