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ANTECEDENTS OF CITIZENS’ SATISFACTION WITH LOCAL ADMINISTRATION IN SERBIA

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

Abstract

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:10.1.1.936.4642
Provided by: CiteSeerX
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