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DETERMINANTS AND OUTCOMES OF CITIZENS’ SATISFACTION WITH PUBLIC SERVICES IN CLUJ-NAPOCA

Keywords: Quality , Conformity to a set of specifications , Satisfaction of consumers expectations , The SERVQUAL

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Abstract:

Customer satisfaction is used more andmore in order to assess the quality of a serviceor product. Two main approaches are presented:Customer Satisfaction Indices and the SERVQUALmodel.Inspired from the American CustomerSatisfaction Index and SERVQUAL a study inCluj-Napoca tried to assess citizens’ satisfactionas a result of the perceived quality of differentactivities or services and of speci c quality driversrelated to the way in which services were offered.Also citizens’ satisfaction was supposed to have,as outcomes, trust in mayor and in City Hall.The actual results showed weak relationshipsand most of the factors included were notsigni cant. As possible explanations we can havethe difference between citizens and customersand the complex pattern of interactions betweencitizens and municipalities

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