文章基本信息

标题：Antecedents of Citizens’ Satisfaction with Local Administration in Serbia
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作者：Slavica CICVARIĆ KOSTIĆ ; Milan OKANOVIĆ ; Miloš MILOSAVLJEVIĆ 等
期刊名称：Revista Transilvană de Ştiinţe Administrative
印刷版ISSN：1454-1378
出版年度：2013
期号：40E
出版社：Babes Bolyai University
摘要：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-.uencing 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
关键词：local administration; customer ;satisfaction; customer orientation; citizen-cen-;trism; Serbia.