Measurement of Citizens´ Satisfaction with Public Sector Services: The Key Quality Dimensions of Library Services

Investor logo

Warning

This publication doesn't include Faculty of Arts. It includes Faculty of Economics and Administration. Official publication website can be found on muni.cz.
Title in English Measurement of Citizens Satisfaction with Public Sector Services: The Key Quality Dimensions of Library Services
Authors

LUKÁŠOVÁ Růžena

Year of publication 2008
Type Article in Periodical
Magazine / Source International Journal of Interdisciplinary Social Sciences
MU Faculty or unit

Faculty of Economics and Administration

Citation
Field Economy
Keywords customer satisfaction public services quality
Description Surveys of citizens satisfaction represent an important technique for obtaining the feedback from the public for public sector organizations and the starting point for goal-directed improvement of services. Measurements of satisfaction of citizens may bring the information enabling selection of the effective steps leading to the real improvement only if the measuring tools are based on knowledge of the key dimensions of service quality reflecting expectations of users in relation to the services in question. The paper presents the results of the qualitative research, the objective of which was to identify citizens/customers expectations concerning services in the selected public service sector (library services) and identify the key quality dimensions of examined public services.
Related projects:

You are running an old browser version. We recommend updating your browser to its latest version.