Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling

Vojo Lakovic ()
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Vojo Lakovic: Fakulteta društvenih znanosti dr. Milenka Brkića

Quality & Quantity: International Journal of Methodology, 2021, vol. 55, issue 2, No 17, 765-773

Abstract: Abstract By the environmental complexities in the field of business competition and increasing customer expectations, make more evident the necessity of awareness of the strengths and weaknesses of organizations and continuous improvement of the overall indicators. Hence one of the major challenges of today organizations is to have a comprehensive, reliable, and flexible performance evaluation method. Municipalities as well as a public entity are not excepted, and performance evaluation can help them. The purpose of this study is to evaluate the performance of Urban Services based on the satisfaction of the citizens by using structural equation modeling. To do this, the research is done by descriptive-survey methods and designed questions. The results show that the variables of technical and constructional services and social and cultural services will effect on the satisfaction level of the citizens from the performance of municipality and the variable of urban services has no effect on that.

Keywords: Performance evaluation; Citizen satisfaction; Structural equation modeling; Municipality (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1007/s11135-020-01026-1

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