期刊名称：Transylvanian Review of Administrative Sciences
印刷版ISSN：1842-2845
出版年度：2005
卷号：1
期号：15
页码：97-106
语种：English
出版社：Babes Bolyai University
其他摘要：Public sector organizations are not immune to pressure in order to improve their services to citizens. At this point, a major problem is that of “citizen-customer” satisfaction surveys being prone to focus on individuals’ perceptions on service delivery: what the individual think about the quality of delivered service. Authors have usually considered tools like the SERVQUAL scale (useful at measuring service quality in a diverse number of organizations and situations, both in private and public sector spheres) as a prior reference when researching in the quality field, but as being the “source”, then changed (modified) into a more or less “new” proposal. Following this research guideline, in this paper a new model for measuring perceived quality level in local government activities is presented. Three dimensions are suggested for citizens to valuate service quality: technical, functional and overall features.
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