The diploma thesis presents the issue of the citizens' contentment with the work of the municipal administration at Sv. Jurij ob Ščavnici. The purpose of the thesis is to highlight the significance of the citizens' satisfaction with the work performed by the municipal administration. Our aim was to ascertain how individual dimensions of the service quality (orderliness, reliability and responsiveness, authority and security, politeness, trust and value, as well as accessibility, communicativeness and understanding) of the municipal administration of the Municipality of Sv. Jurij ob Ščavnici affect the contentment of its citizens. We established that, on average, the respondents are neither satisfied nor dissatisfied with the dimensions they assessed. An overview of the total average ratings of all criteria for each of the dimensions showed only minor deviations in contentment with individual dimensions. We confirmed the hypothesis that politeness and orderliness are among the dimensions rated highest, and rejected the hypothesis that authority and security influence contentment more than the dimension of reliability and responsiveness. We propose that people be encouraged to use e-government. It should also be made sure that the employees act in a more persuasive and reliable manner to gain the people's trust. We suggest the execution of an in-depth research, which would ascertain the citizens' wishes, ideas, and suggestions in greater detail, and thus help to improve the work of the municipal administration at the Municipality of Sv. Jurij of Ščavnici. The research would enable them to find out what specifically is bothering the citizens in relation to the criteria that received the lowest ratings.
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