Measuring Citizens Satisfaction From Public Sector Organizations in Greece: The Case of the Regional District of Xanthi

Lambros Tsourgiannis (), Giannoula Florou, Stavros Valsamidis, Eleni Samioti, Savatoula Galanopoulou and Dimitris Tsianis
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Lambros Tsourgiannis: Directorate of Public Health and Social Care of Regional District of Xanthi
Giannoula Florou: Eastern Macedonia and Thrace Institute of Technology
Stavros Valsamidis: Eastern Macedonia and Thrace Institute of Technology
Eleni Samioti: Directorate of Public Health and Social Care of Regional District of Xanthi
Savatoula Galanopoulou: Directorate of Public Health and Social Care of Regional District of Xanthi
Dimitris Tsianis: Directorate of Agricultural Economics and Veterinary of Regional District of Xanthi

A chapter in Economy, Finance and Business in Southeastern and Central Europe, 2018, pp 711-721 from Springer

Abstract: Abstract This study aims to explore citizens’ attitudes towards public sector and more particular towards services of Regional District of Xanthi in Greece. A primary survey was conducted in January–March 2016 to 268 citizens of Xanthi prefectures who were clients of the services of Regional District of Xanthi. Principal component analysis (PCA) was conducted to identify the main attitudes of the citizens towards public sector in Greece. Cluster analysis is performed to classify citizens into groups with similar attitudes, whilst discriminant analysis is conducted to check cluster predictability. Friedman test is performed to identify the importance of the main problems each group of citizens face when they visit the public sector services. Finally chi-square analysis took place in order to profile each identified group according to their demographic characteristics. PCA identifies that citizens of the Regional District of Xanthi mainly believe that services of Regional District of Xanthi (a) indicate high professionalism and interest in people’s cases and (b) are characterized by consistency. Citizens (clients) who were served by those public agencies are classified into two groups: (a) those who believe that public sector services indicate high professionalism and interest in people’s cases and (b) those who believe that public sector services are characterized by consistency. Friedman test indicated that people think that the main problem public sectors face in Greece is the lack of personnel.

Keywords: Public sector marketing; Citizens satisfaction from public sector; Citizens’ attitudes towards public organizations (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-319-70377-0_49

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DOI: 10.1007/978-3-319-70377-0_49

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