QUALITY ASSESSMENT OF ONLINE ADMINISTRATIVE PUBLIC SERVICES PROVIDED BY MUNICIPALITIES

Laura Mina-Raiu () and Nicoleta Mihoc ()
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Laura Mina-Raiu: Bucharest University of Economic Studies, Bucharest, Romania
Nicoleta Mihoc: Bucharest University of Economic Studies, Bucharest, Romania

APPLIED RESEARCH IN ADMINISTRATIVE SCIENCES, 2024, vol. 5, issue 3, 4-15

Abstract: Nowadays online public services are an essential component of government operations influencing significantly citizens perception and satisfaction. The research aims to assess the quality of online administrative services provided by local public administration, by exploring suitable methods and tools for evaluating the quality of public services in an online environment. The paper is structured into four sections, focusing on topics such as public services, the evaluation of online services and the situation in Romania. In this respect a mixed methods approach is used to present the case study of Suceava City Hall. Findings indicate that the online services provided by Suceava City Hall largely align with citizen expectations, highlighting trust, security, and usefulness as key quality factors. However, the overall satisfaction level remains at a moderate level. The conclusions and final recommendations emphasize the importance of orienting online services towards solving citizens' problems.

Keywords: online public services; user satisfaction; digitalization; service quality; public sector (search for similar items in EconPapers)
Date: 2024
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