IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i1p816-d1022919.html
   My bibliography  Save this article

Improving the Quality of Community Public Services-Case Study: General Directorate of Personal Records, Brașov

Author

Listed:
  • Claudiu Coman

    (Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania)

  • Adrian Netedu

    (Faculty of Philosophy and Social-Political Sciences, University ‘Alexandru Ioan Cuza’, 700506 Iasi, Romania)

  • Sorin Liviu Damean

    (Faculty of Social Sciences, University of Craiova, 200764 Craiova, Romania)

  • Ovidiu Florin Toderici

    (Faculty of Educational Sciences, Psychology, and Social Assistance, Aurel Vlaicu University, 310032 Arad, Romania)

  • Victor Alexandru Briciu

    (Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania)

  • Mihai Lucian Pascu

    (Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania)

  • Maria Cristina Bularca

    (Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania)

Abstract

The public administration and the services it offers have an important role in the lives of citizens. The purpose of this research was to identify the factors that influence citizens’ perception of community public services in order to improve and make them more efficient. In order to conduct the research we used a mixed-method approach. In the context of the quantitative analysis, the sample comprises 798 beneficiaries of public services from Brașov County. In the context of the qualitative analysis, the sample comprises directors of institutions that offer public services in Romania and people with decision-making roles at the level of Brașov County. The results revealed that the citizens of Brașov County have a positive opinion about public services, and that factors such as age, living environment and income influence their level of satisfaction with these services. Furthermore, the results of the qualitative analysis offered information about the measures that could be implemented in order to improve the public services. Given that the main measure mentioned by the respondents refers to digitization, we argue that digitization might be the key element in maintaining the sustainability of public services and in increasing people’s satisfaction with them.

Suggested Citation

  • Claudiu Coman & Adrian Netedu & Sorin Liviu Damean & Ovidiu Florin Toderici & Victor Alexandru Briciu & Mihai Lucian Pascu & Maria Cristina Bularca, 2023. "Improving the Quality of Community Public Services-Case Study: General Directorate of Personal Records, Brașov," Sustainability, MDPI, vol. 15(1), pages 1-43, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:1:p:816-:d:1022919
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/1/816/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/1/816/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sonja Lyubomirsky & Heidi Lepper, 1999. "A Measure of Subjective Happiness: Preliminary Reliability and Construct Validation," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 46(2), pages 137-155, February.
    2. Ruut Veenhoven, 2000. "The Four Qualities of Life," Journal of Happiness Studies, Springer, vol. 1(1), pages 1-39, March.
    3. Yu Noda, 2021. "Performance information and learning effects on citizen satisfaction with public services," Public Management Review, Taylor & Francis Journals, vol. 23(12), pages 1833-1855, December.
    4. Adriana Castelli & Rowena Jacobs & Maria Goddard & Peter C Smith, 2009. "Exploring the impact of public services on quality of life indicators," Working Papers 046cherp, Centre for Health Economics, University of York.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. J. Haavard Maridal, 2017. "A Worldwide Measure of Societal Quality of Life," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 134(1), pages 1-38, October.
    2. Emma Pleeging & Martijn Burger & Job Exel, 2021. "The Relations between Hope and Subjective Well-Being: a Literature Overview and Empirical Analysis," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 16(3), pages 1019-1041, June.
    3. Ruut Veenhoven, 2021. "Will Healthy Eating Make You Happier? A Research Synthesis Using an Online Findings Archive," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 16(1), pages 221-240, February.
    4. Borgonovi, Francesca, 2008. "Doing well by doing good. The relationship between formal volunteering and self-reported health and happiness," Social Science & Medicine, Elsevier, vol. 66(11), pages 2321-2334, June.
    5. Pablo González-Rico & Eloísa Guerrero-Barona & Maria José Chambel & Mónica Guerrero-Molina, 2022. "Well-Being at Work: Burnout and Engagement Profiles of University Workers," IJERPH, MDPI, vol. 19(23), pages 1-15, November.
    6. Lotta Uusitalo-Malmivaara, 2012. "Global and School-Related Happiness in Finnish Children," Journal of Happiness Studies, Springer, vol. 13(4), pages 601-619, August.
    7. Bjornskov, Christian & Dreher, Axel & Fischer, Justina AV & Schnellenbach, Jan, 2009. "On the relation between income inequality and happiness: Do fairness perceptions matter?," MPRA Paper 19494, University Library of Munich, Germany.
    8. Anna Kovacs-Györi & Pablo Cabrera-Barona & Bernd Resch & Michael Mehaffy & Thomas Blaschke, 2019. "Assessing and Representing Livability through the Analysis of Residential Preference," Sustainability, MDPI, vol. 11(18), pages 1-23, September.
    9. GOROVEI Alina-Alexandra, 2020. "Does Work Make You Happy? Job Satisfaction And Happiness In The Modern World," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 72(1), pages 76-86, April.
    10. Leiv Gabrielsen & Pål Ulleberg & Reidulf Watten, 2012. "The Adolescent Life Goal Profile Scale: Development of a New Scale for Measurements of Life Goals Among Young People," Journal of Happiness Studies, Springer, vol. 13(6), pages 1053-1072, December.
    11. Fatih Terzi & Handan Türkoğlu & Fulin Bölen & Perver Baran & Tayfun Salihoğlu, 2015. "Residents’ Perception of Cultural Activities as Quality of Life in Istanbul," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 122(1), pages 211-234, May.
    12. Dong, Han & Zhang, Jun & Cirillo, Cinzia, 2019. "Exploring, understanding, and modeling the reciprocal relation between leisure and subjective well-being," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 813-824.
    13. Chang-Ming Hsieh, 2009. "Health, Quality of Care and Quality of Life: A Case of Frail Older Adults," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 94(1), pages 61-73, October.
    14. Zhang, Jing & Chen, Mingliang & Xie, Zhaohan & Zhuang, Jingyi, 2022. "Don't fall into exquisite poverty: The impact of mismatch between consumers and luxury brands on happiness," Journal of Business Research, Elsevier, vol. 151(C), pages 298-309.
    15. Robert Weech-Maldonado & Michael J. Miller & Justin C. Lord, 2017. "The Relationships among Socio-Demographics, Perceived Health, and Happiness," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 12(2), pages 289-302, June.
    16. Gennaro Punzo & Rosalia Castellano & Mirko Buonocore, 2018. "Job Satisfaction in the “Big Four” of Europe: Reasoning Between Feeling and Uncertainty Through CUB Models," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 139(1), pages 205-236, August.
    17. Valerie Møller & Benjamin J. Roberts & Dalindyebo Zani, 2018. "The National Wellbeing Index in the IsiXhosa Translation: Focus Group Discussions on How South Africans View the Quality of Their Society," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 135(1), pages 167-193, January.
    18. Manfred Garhammer, 2002. "Pace of Life and Enjoyment of Life," Journal of Happiness Studies, Springer, vol. 3(3), pages 217-256, September.
    19. Torshizian, Eilya & Mehrara, Mohsen, 2011. "The effects of Economy, Values and Health on Happiness In Iran: the case of the Kish Island," MPRA Paper 30085, University Library of Munich, Germany, revised 05 Apr 2011.
    20. Ruut Veenhoven, 2003. "Notions of Art-of-Living," Journal of Happiness Studies, Springer, vol. 4(4), pages 345-349, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:1:p:816-:d:1022919. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.