DEMOGRAPHIC PREDICTORS WITHIN LOCAL PUBLIC ADMINISTRATION

Bente Florina Maria () and Bente Corneliu Cristian ()
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Bente Florina Maria: Consiliul Județean Bihor, Universitatea din Oradea
Bente Corneliu Cristian: Universitatea din Oradea

Annals of Faculty of Economics, 2014, vol. 1, issue 2, 251-260

Abstract: This study aims to explore citizens’ satisfaction regarding the communication process within local public administration. In order to extend satisfaction research in the public sector, were analyzed citizens’ expectations and perceptions considering local public administration within Crisana Region. Design/methodology/approach- Using a quantitative methodological approach, a survey based on SERVQUAL instrument was applied in order to evaluate local public communication. Data from a sample of 380 citizens within Western Romanian were analyzed. Specific demographic predictors that can influence citizens' satisfaction regarding the quality of communication are analyzed. Findings-By analyzing data it was possible to determine citizen satisfaction and to assess its relationship with different demographic characteristics. The results illustrate that gender does not significantly affect satisfaction, instead age, marital status, residence location (urban versus rural), income, education and occupational status of the respondents significantly affect satisfaction regarding local public communication. In addition, the findings confirm a relationship between the citizens' satisfaction and the age, income, education and occupational status of the respondents. Research limitations/implications- Owing to the budget and time limits, only a one-shot survey was conducted, therefore the comparison between “before” and “after” analysis could not be performed. In addition, further research should investigate the local public communication within national contexts. Practical implications -The adapted SERVQUAL scale may be used by institution managers to objectively assess communication performance and local authority service quality. Originality/value- There continues to be a lack of research regarding the communication process within local public administration and the effect of demographic predictors of communication satisfaction. This paper examines both the perceptions and the expectations of citizens regarding public communication. The results offer insights into residence location, age, income, education and occupational status effects on evaluations of communication satisfaction. Finally, the study contributes to studies of perceived service quality by bearing out the link between communication efficiency and several demographic characteristics in a public-sector context.

Keywords: satisfaction; communication; expectations; perceptions; demographic characteristics (search for similar items in EconPapers)
JEL-codes: H83 (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:ora:journl:v:2:y:2014:i:2:p:251-260

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