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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

<a href="/cs/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru</a><br>

Návaznosti

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

Rok uplatnění

2010

Kód důvěrnosti údajů

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

Název periodika

Review of Management and Economical Engineering

ISSN

1583-624X

e-ISSN

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Svazek periodika

9/2010

Číslo periodika v rámci svazku

5

Stát vydavatele periodika

RO - Rumunsko

Počet stran výsledku

14

Strana od-do

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Kód UT WoS článku

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EID výsledku v databázi Scopus

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