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By Slavica Cicvarić Kostić, Milan Okanović, Miloš Milosavljević and Jovanka VukmirovićSlavica Cicvarić Kostić, Milan Okanović, Miloš Milosavljević and Jovanka Vukmirović


The role of local administration in recent de-cades has rapidly changed worldwide. Pressure for citizen-centrism coming from various interest groups has triggered the need to implement mar-keting and management concepts which charac-terize the business sector. Relatively few studies have focused on emerging trends of improve-ments in exceeding this bureaucratic paradigm in local administration. This study examines and explores citizens ’ perception on determinants in-fluencing their satisfaction with local administra-tion services in Serbia. The study uses an explor-atory approach. A questionnaire was distributed to 605 users of local administration services. Em-pirical 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 sat-isfaction with local administration. The study also discusses important implications on potential im-provements of local administration

Topics: trism, Serbia
Year: 2016
OAI identifier: oai:CiteSeerX.psu:
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