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

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An Entity of Type : http://linked.opendata.cz/ontology/domain/vavai/Vysledek, within Data Space : linked.opendata.cz associated with source document(s)

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rdf:type	skos:Concept http://linked.opendata.cz/ontology/domain/vavai/Vysledek
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. 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. (en)
Title	Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services (en)
skos:prefLabel	Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services Measurement of Citizens’ Satisfaction: The Key Quality Attributes of Local Authority Services (en)
skos:notation	RIV/00216224:14560/10:00049322!RIV11-GA0-14560___
http://linked.open...avai/riv/aktivita	P
http://linked.open...avai/riv/aktivity	P(GA402/07/1486)
http://linked.open...iv/cisloPeriodika	5
http://linked.open...vai/riv/dodaniDat	2011
http://linked.open...aciTvurceVysledku	Špaček, David Lukášová, Růžena
http://linked.open.../riv/druhVysledku	J - Článek v odborném periodiku
http://linked.open...iv/duvernostUdaju	S - Úplné a pravdivé údaje nepodléhající ochraně podle zvláštních právních předpisů
http://linked.open...titaPredkladatele	Masarykova univerzita / Ekonomicko-správní fakulta
http://linked.open...dnocenehoVysledku	269997
http://linked.open...ai/riv/idVysledku	RIV/00216224:14560/10:00049322
http://linked.open...riv/jazykVysledku	eng - angličtina
http://linked.open.../riv/klicovaSlova	Public services; Quality management; Quality criteria (en)
http://linked.open.../riv/klicoveSlovo	Public services Quality management Quality criteria
http://linked.open...odStatuVydavatele	RO - Rumunsko
http://linked.open...ontrolniKodProRIV	[6E487025A47B]
http://linked.open...i/riv/nazevZdroje	Review of Management and Economical Engineering
http://linked.open...in/vavai/riv/obor	AE
http://linked.open...ichTvurcuVysledku	2 (xsd:int)
http://linked.open...cetTvurcuVysledku	2 (xsd:int)
http://linked.open...vavai/riv/projekt	Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations
http://linked.open...UplatneniVysledku	2010
http://linked.open...v/svazekPeriodika	9/2010
http://linked.open...iv/tvurceVysledku	Špaček, David Lukášová, Růžena
issn	1583-624X
number of pages	14 (xsd:int)
http://localhost/t...ganizacniJednotka	14560

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