Record Details

Antecedents of Citizens' Satisfaction with Local Administration in Serbia

Transylvanian Review of Administrative Sciences

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Field Value
 
Title Antecedents of Citizens' Satisfaction with Local Administration in Serbia
 
Creator CICVARIĆ KOSTIĆ, Slavica; Assistant professor, PhD, University of Belgrade,
Faculty of Organizational Sciences, Belgrade, Serbia
OKANOVIĆ, Milan; Assistant, PhD candidate, University of Belgrade,
Faculty of Organizational Sciences, Belgrade, Serbia
MILOSAVLJEVIĆ, Miloš; Assistant, PhD candidate, University of Belgrade,
Faculty of Organizational Sciences, Belgrade, Serbia
VUKMIROVIĆ, Jovanka; Assistant professor, PhD, Belgrade Business School,
Belgrade, Serbia
 
Subject local administration; customer satisfaction; customer orientation; citizen-centrism; Serbia.
 
Description The role of local administration in recent decades has rapidly changed worldwide. Pressure for citizen-centrism coming from various interest groups has triggered the need to implement marketing and management concepts which characterize the business sector. Relatively few studies have focused on emerging trends of improvements in exceeding this bureaucratic paradigm in local administration. This study examines and explores citizens’ perception on determinants influencing their satisfaction with local administration services in Serbia. The study uses an exploratory approach. A questionnaire was distributed to 605 users of local administration services. Empirical evidence indicates that, from the citizens’ point of view, customer orientation, employees’ behavior and attitudes, as well as the process of service delivery impact the overall customer satisfaction with local administration. The study also discusses important implications on potential improvements of local administration.
 
Publisher Babes Bolyai University
 
Contributor —
 
Date 2013-10-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://rtsa.ro/tras/index.php/tras/article/view/141
 
Source Transylvanian Review of Administrative Sciences; 2013: Issue No. 40 E/October; 22-34
1842-2845
 
Language eng
 
Relation http://rtsa.ro/tras/index.php/tras/article/view/141/137
 
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