Antecedents of citizens' satisfaction with local administration in Serbia
Апстракт
The role of local administration in recent decades has rapidly changed worldwide. Pressure for citizen-centrism coming from various interest groups has triggered the need to implement marketing and management concepts which characterize the business sector. Relatively few studies have focused on emerging trends of improvements in exceeding this bureaucratic paradigm in local administration. This study examines and explores citizens' perception on determinants influencing their satisfaction with local administration services in Serbia. The study uses an exploratory approach. A questionnaire was distributed to 605 users of local administration services. Empirical evidence indicates that, from the citizens' point of view, customer orientation, employees' behavior and attitudes, as well as the process of service delivery impact the overall customer satisfaction with local administration. The study also discusses important implications on potential improvements of local administration.
Кључне речи:
Serbia / local administration / customer satisfaction / customer orientation / citizen-centrismИзвор:
Transylvanian Review of Administrative Sciences, 2013, 40E, 22-34Издавач:
- Babes-Bolyai Univ, Cluj-Napoca
Институција/група
Fakultet organizacionih naukaTY - JOUR AU - Cicvarić-Kostić, Slavica AU - Okanović, Milan AU - Milosavljević, Miloš AU - Vukmirović, Jovanka PY - 2013 UR - https://rfos.fon.bg.ac.rs/handle/123456789/1062 AB - The role of local administration in recent decades has rapidly changed worldwide. Pressure for citizen-centrism coming from various interest groups has triggered the need to implement marketing and management concepts which characterize the business sector. Relatively few studies have focused on emerging trends of improvements in exceeding this bureaucratic paradigm in local administration. This study examines and explores citizens' perception on determinants influencing their satisfaction with local administration services in Serbia. The study uses an exploratory approach. A questionnaire was distributed to 605 users of local administration services. Empirical evidence indicates that, from the citizens' point of view, customer orientation, employees' behavior and attitudes, as well as the process of service delivery impact the overall customer satisfaction with local administration. The study also discusses important implications on potential improvements of local administration. PB - Babes-Bolyai Univ, Cluj-Napoca T2 - Transylvanian Review of Administrative Sciences T1 - Antecedents of citizens' satisfaction with local administration in Serbia EP - 34 IS - 40E SP - 22 UR - conv_1579 ER -
@article{ author = "Cicvarić-Kostić, Slavica and Okanović, Milan and Milosavljević, Miloš and Vukmirović, Jovanka", year = "2013", abstract = "The role of local administration in recent decades has rapidly changed worldwide. Pressure for citizen-centrism coming from various interest groups has triggered the need to implement marketing and management concepts which characterize the business sector. Relatively few studies have focused on emerging trends of improvements in exceeding this bureaucratic paradigm in local administration. This study examines and explores citizens' perception on determinants influencing their satisfaction with local administration services in Serbia. The study uses an exploratory approach. A questionnaire was distributed to 605 users of local administration services. Empirical evidence indicates that, from the citizens' point of view, customer orientation, employees' behavior and attitudes, as well as the process of service delivery impact the overall customer satisfaction with local administration. The study also discusses important implications on potential improvements of local administration.", publisher = "Babes-Bolyai Univ, Cluj-Napoca", journal = "Transylvanian Review of Administrative Sciences", title = "Antecedents of citizens' satisfaction with local administration in Serbia", pages = "34-22", number = "40E", url = "conv_1579" }
Cicvarić-Kostić, S., Okanović, M., Milosavljević, M.,& Vukmirović, J.. (2013). Antecedents of citizens' satisfaction with local administration in Serbia. in Transylvanian Review of Administrative Sciences Babes-Bolyai Univ, Cluj-Napoca.(40E), 22-34. conv_1579
Cicvarić-Kostić S, Okanović M, Milosavljević M, Vukmirović J. Antecedents of citizens' satisfaction with local administration in Serbia. in Transylvanian Review of Administrative Sciences. 2013;(40E):22-34. conv_1579 .
Cicvarić-Kostić, Slavica, Okanović, Milan, Milosavljević, Miloš, Vukmirović, Jovanka, "Antecedents of citizens' satisfaction with local administration in Serbia" in Transylvanian Review of Administrative Sciences, no. 40E (2013):22-34, conv_1579 .