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Statements

Subject Item
n2:RIV%2F00216224%3A14560%2F10%3A00049322%21RIV11-GA0-14560___
rdf:type
n6:Vysledek skos:Concept
dcterms: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.
dcterms: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
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
skos:notation
RIV/00216224:14560/10:00049322!RIV11-GA0-14560___
n3:aktivita
n16:P
n3:aktivity
P(GA402/07/1486)
n3:cisloPeriodika
5
n3:dodaniDat
n10:2011
n3:domaciTvurceVysledku
n4:2390809 n4:3179346
n3:druhVysledku
n14:J
n3:duvernostUdaju
n18:S
n3:entitaPredkladatele
n12:predkladatel
n3:idSjednocenehoVysledku
269997
n3:idVysledku
RIV/00216224:14560/10:00049322
n3:jazykVysledku
n13:eng
n3:klicovaSlova
Public services; Quality management; Quality criteria
n3:klicoveSlovo
n15:Quality%20criteria n15:Quality%20management n15:Public%20services
n3:kodStatuVydavatele
RO - Rumunsko
n3:kontrolniKodProRIV
[6E487025A47B]
n3:nazevZdroje
Review of Management and Economical Engineering
n3:obor
n8:AE
n3:pocetDomacichTvurcuVysledku
2
n3:pocetTvurcuVysledku
2
n3:projekt
n17:GA402%2F07%2F1486
n3:rokUplatneniVysledku
n10:2010
n3:svazekPeriodika
9/2010
n3:tvurceVysledku
Lukášová, Růžena Špaček, David
s:issn
1583-624X
s:numberOfPages
14
n11:organizacniJednotka
14560