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The Transformation of Municipal Services: towards Quality in the Public Sector

Author

Listed:
  • Pablo Gutiérrez Rodríguez

    (Universidad de León, Spain)

  • José Luis Vázquez Burguete

    (Universidad de León, Spain)

  • Roge Vaughan

    (Bournemouth University, United Kingdom)

  • Jonathan Edwards

    (Bournemouth University, United Kingdom)

Abstract

The development of the public service modernization seeks to facilitate services delivery to citizens, when and where they need them. For it, management and utilization of service quality have special relevancy. 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.

Suggested Citation

  • Pablo Gutiérrez Rodríguez & José Luis Vázquez Burguete & Roge Vaughan & Jonathan Edwards, 2009. "The Transformation of Municipal Services: towards Quality in the Public Sector," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania - AGER, vol. 2(02(531)), pages 03-16, February.
    • Handle: RePEc:agr:journl:v:02(531):y:2009:i:02(531):p:03-16
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    Cited by:

    1. Vojo Lakovic, 2021. "Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(2), pages 765-773, April.

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