期刊名称：Revista Transilvană de Ştiinţe Administrative
印刷版ISSN：1454-1378
出版年度：2007
卷号：21E
出版社：Babes Bolyai University
摘要：Customer satisfaction is used more and more in order to assess the quality of a service or product. Two main approaches are presented: Customer Satisfaction Indices and the SERVQUAL model. Inspired from the American Customer Satisfaction Index and SERVQUAL a study in Cluj-Napoca tried to assess citizens’ satisfaction as a result of the perceived quality of different activities or services and of specific quality drivers related to the way in which services were offered. Also citizens’ satisfaction was supposed to have, as outcomes, trust in mayor and in City Hall. The actual results showed weak relationships and most of the factors included were not significant. As possible explanations we can have the difference between citizens and customers and the complex pattern of interactions between citizens and municipalities.
