The measurement of service quality is a theme of great importance to service providers, particularly public agencies. Over the years their role has been changing by providing more and more high quality services, away from basic ones. In this paper the service quality of a local government is analyzed through the measurement of customer satisfaction. The analysis, based on a questionnaire survey, identified and classified the most essential factors that make up the customer satisfaction with the services provided by the Demographic Department of Gioia del Colle, a town in southern Italy.
Measuring citizen satisfaction with aspects of public services from a local authority and determining their importance: a case study / Giannoccaro, R.; Costantino, Nicola; Ludovico, Antonio Domenico; Pietroforte, R.. - In: PUBLIC ORGANIZATION REVIEW. - ISSN 1566-7170. - 8:1(2008), pp. 1-15. [10.1007/s11115-007-0044-1]
Measuring citizen satisfaction with aspects of public services from a local authority and determining their importance: a case study
COSTANTINO, Nicola;LUDOVICO, Antonio Domenico;
2008-01-01
Abstract
The measurement of service quality is a theme of great importance to service providers, particularly public agencies. Over the years their role has been changing by providing more and more high quality services, away from basic ones. In this paper the service quality of a local government is analyzed through the measurement of customer satisfaction. The analysis, based on a questionnaire survey, identified and classified the most essential factors that make up the customer satisfaction with the services provided by the Demographic Department of Gioia del Colle, a town in southern Italy.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
