The Credibility of Municipal Service and its Evaluation on the Citizen's Perception

Academic Public Administration Studies

The Credibility of Municipal Service and its Evaluation on the Citizen's Perception

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Title: The Credibility of Municipal Service and its Evaluation on the Citizen's Perception
Author: Rodriguez, Pablo Gutierrez; Burguete, Jose Luis Vazquez; Miguelez, Maria Purification Garcia; Carrizo, Ana Lanero; Valino, Pedro Cuesta
Abstract: The credibility of municipal services is a sort of psychological feeling, in other words, a sense of trust. The credibility has become a decisive factor for the transformation of municipal service and an important driving force of better quality in services and satisfaction in citizen. In this paper, we are trying to contribute for improving the relations between the small public local administrations and citizens across analysis of the link between quality and satisfaction, beside of analyzing how they relate to citizen’s credibility on institutions. By means of opinions spilt by citizens, obtained results allow us to raise a series of public policies and offers for the improvement of administration service quality, which end up as directly satisfaction and credibility..
URI: http://www.apas.admpubl.snspa.ro/handle/2010/212
Date: 2010-07-05


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