Antecedents of Citizens' Satisfaction with Local Administration in Serbia
<p>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 focus...
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| Format: | Article |
| Language: | English |
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Babes-Bolyai University, Cluj-Napoca
2013-10-01
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| Series: | Transylvanian Review of Administrative Sciences |
| Subjects: | |
| Online Access: | https://rtsa.ro/tras/index.php/tras/article/view/141 |
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| author | Slavica CICVARIĆ KOSTIĆ Milan OKANOVIĆ Miloš MILOSAVLJEVIĆ Jovanka VUKMIROVIĆ |
| author_facet | Slavica CICVARIĆ KOSTIĆ Milan OKANOVIĆ Miloš MILOSAVLJEVIĆ Jovanka VUKMIROVIĆ |
| author_sort | Slavica CICVARIĆ KOSTIĆ |
| collection | DOAJ |
| description | <p>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.</p> |
| format | Article |
| id | doaj-art-72b357ea27a34f5c97751b5a1bde9ece |
| institution | Matheson Library |
| issn | 1842-2845 |
| language | English |
| publishDate | 2013-10-01 |
| publisher | Babes-Bolyai University, Cluj-Napoca |
| record_format | Article |
| series | Transylvanian Review of Administrative Sciences |
| spelling | doaj-art-72b357ea27a34f5c97751b5a1bde9ece2025-07-03T07:31:27ZengBabes-Bolyai University, Cluj-NapocaTransylvanian Review of Administrative Sciences1842-28452013-10-019402234157Antecedents of Citizens' Satisfaction with Local Administration in SerbiaSlavica CICVARIĆ KOSTIĆ0Milan OKANOVIĆ1Miloš MILOSAVLJEVIĆ2Jovanka VUKMIROVIĆ3Assistant professor, PhD, University of Belgrade, Faculty of Organizational Sciences, Belgrade, SerbiaAssistant, PhD candidate, University of Belgrade, Faculty of Organizational Sciences, Belgrade, SerbiaAssistant, PhD candidate, University of Belgrade, Faculty of Organizational Sciences, Belgrade, SerbiaAssistant professor, PhD, Belgrade Business School, Belgrade, Serbia<p>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.</p>https://rtsa.ro/tras/index.php/tras/article/view/141local administrationcustomer satisfactioncustomer orientationcitizen-centrismserbia. |
| spellingShingle | Slavica CICVARIĆ KOSTIĆ Milan OKANOVIĆ Miloš MILOSAVLJEVIĆ Jovanka VUKMIROVIĆ Antecedents of Citizens' Satisfaction with Local Administration in Serbia Transylvanian Review of Administrative Sciences local administration customer satisfaction customer orientation citizen-centrism serbia. |
| title | Antecedents of Citizens' Satisfaction with Local Administration in Serbia |
| title_full | Antecedents of Citizens' Satisfaction with Local Administration in Serbia |
| title_fullStr | Antecedents of Citizens' Satisfaction with Local Administration in Serbia |
| title_full_unstemmed | Antecedents of Citizens' Satisfaction with Local Administration in Serbia |
| title_short | Antecedents of Citizens' Satisfaction with Local Administration in Serbia |
| title_sort | antecedents of citizens satisfaction with local administration in serbia |
| topic | local administration customer satisfaction customer orientation citizen-centrism serbia. |
| url | https://rtsa.ro/tras/index.php/tras/article/view/141 |
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