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Citizens' Position in Service Quality Perception. An Approach Analysis in the Case of Spanish Local Administrations
Transylvanian Review of Administrative Sciences
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| Title |
Citizens' Position in Service Quality Perception. An Approach Analysis in the Case of Spanish Local Administrations
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| Creator |
VÁZQUEZ, José L.; Prof. Dr, Faculty of Economic and Entrepreneurial Sciences, University of León (Spain)
GUTIÉRREZ, Pablo; Assistant Professor, Faculty of Economic and Entrepreneurial Sciences, University of León (Spain) GARCÍA, María P. |
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| Subject |
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| Description |
Public sector organizations are not immune to pressure in order to improve their services to citizens. At this point, a major problem is that of “citizen-customer” satisfaction surveys being prone to focus on individuals’ perceptions on service delivery: what the individual think about the quality of delivered service. Authors have usually considered tools like the SERVQUAL scale (useful at measuring service quality in a diverse number of organizations and situations, both in private and public sector spheres) as a prior reference when researching in the quality field, but as being the “source”, then changed (modified) into a more or less “new” proposal. Following this research guideline, in this paper a new model for measuring perceived quality level in local government activities is presented. Three dimensions are suggested for citizens to valuate service quality: technical, functional and overall features.
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| Publisher |
Babes Bolyai University
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| Date |
2005-10-01
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://rtsa.ro/tras/index.php/tras/article/view/221
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| Source |
Transylvanian Review of Administrative Sciences; 2005: Issue No. 15 E/October; 97-106
1842-2845 |
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| Language |
eng
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| Relation |
http://rtsa.ro/tras/index.php/tras/article/view/221/216
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| Rights |
Copyright (c) 2014 Transylvanian Review of Administrative Sciences
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