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The Role of Marketing in the Development of Public Services

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  • Grigorescu, Adriana
  • Saseanu, Andreea Simona

Abstract

Citizens perception and the satisfaction extent/degree that they have in their relationship with the public institutions are brought about by the manner how these respond to their requests and by the attitude that the civil servants have.The estimation of the three status vectors:the satisfaction degree, the administration response and the civil servants attitude in the case of GDPF-Ph, the application of x2 test and the calculation of Pearson contingency coefficient "C" in the framework of an experiment, will corroborate the hypothesis that a correlation exists between the studied variables. The obtained results allow preliminary remarks on the intensity of the correlation and its effects in time, hypotheses that will be examined later on. Knowing the factors that contribute to the shaping of the citizens opinion, the direction and trend of the induced changes, represents the necessary base to establish the methods to improve the public services.

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File URL: http://www.apas.admpubl.snspa.ro/handle/2010/138
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Bibliographic Info

Paper provided by Academic Public Administration Studies Archive - APAS in its series Apas Papers with number 109.

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Date of creation: 09 Jun 2010
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Handle: RePEc:nsu:apasro:109

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Keywords: quality improvement; correlation; data analyses; citizens satisfaction; public marketing;

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