Client Satisfaction with Public Services: A Norwegian Case

Ole Ugland ()
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Ole Ugland: TNS Gallup

A chapter in Public Opinion Polling in a Globalized World, 2008, pp 207-225 from Springer

Abstract: Abstract This chapter focuses on the challenge of providing citizens with relevant, timely and state of the art public services. In a situation where regular market mechanisms of supply and demand do not work, alternative tools have to be sought. Systematic analysis of client satisfaction with public services in Norway across the two last decades is such a tool and it reveals distinct patterns in people’s preferences and assessments. While the population is highly satisfied with the living standards of their community, they are at the same time highly critical of their municipality as service provider. It is concluded that the core service elements should be focused on and, at the same time, communication should be used more directly as a way of adjusting people’s expectations.

Keywords: Public Service; Service Quality; User Frequency; Service Component; Client Satisfaction (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-75753-5_13

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DOI: 10.1007/978-3-540-75753-5_13

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