The Transformation of Municipal Services: towards Quality in the Public Sector

Pablo Gutiérrez Rodríguez, José Luis Vázquez Burguete, Roge Vaughan and Jonathan Edwards
Additional contact information
Pablo Gutiérrez Rodríguez: Universidad de León, Spain
José Luis Vázquez Burguete: Universidad de León, Spain
Roge Vaughan: Bournemouth University, United Kingdom
Jonathan Edwards: Bournemouth University, United Kingdom

Theoretical and Applied Economics, 2009, vol. 02(531), issue 02(531), 03-16

Abstract: The development of the public service modernization seeks to facilitate services delivery to citizens, when and where they need them. For it, management and utilization of service quality have special relevancy. In this paper, we are trying to contribute for improving the relations between the small public local administrations and citizens across analysis of the link between quality and satisfaction, beside of analyzing how they relate to citizen’s credibility on institutions. By means of opinions spilt by citizens, obtained results allow us to raise a series of public policies and offers for the improvement of administration service quality, which end up as directly satisfaction and credibility.

Keywords: quality; satisfaction; citizens; public policies. (search for similar items in EconPapers)
Date: 2009
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://store.ectap.ro/articole/365.pdf (application/pdf)
http://www.ectap.ro/articol.php?id=365&rid=46 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:agr:journl:v:02(531):y:2009:i:02(531):p:03-16

Access Statistics for this article

Theoretical and Applied Economics is currently edited by Mircea Dinu

More articles in Theoretical and Applied Economics from Asociatia Generala a Economistilor din Romania / Editura Economica Contact information at EDIRC.
Bibliographic data for series maintained by Mircea Dinu ().