ANALIZA ZADOVOLJSTVA STRANK Z DELOM OBČINE GROSUPLJE

KNEP, ALJA (author), Umek, Lan (mentor)

Temelj uspešne občine je, da se zaveda kakovosti zadovoljstva svojih strank in s tem vpliva na dobro klimo v okolju. Kakovost izvajanja storitev v vsaki organizaciji je treba izmeriti, zato smo se v diplomskem delu osredotočili na problematiko zadovoljstva občanov z delom občinske uprave Grosuplje. Izvedli smo anketni vprašalnik naključno izbranih občanov Grosupljega, ki smo ga v raziskovalnem delu tudi analizirali. Ugotavljali smo, kako so občani občine Grosuplje zadovoljni s posameznimi dimenzijami kakovosti in kakšno je splošno zadovoljstvo z delom župana, občinskega sveta in občinske uprave. Iz raziskave smo ugotovili, da so občani z vsemi dimenzijami v povprečju zadovoljni. Najvišje zadovoljstvo so izkazali z delom župana, s sprotnim obveščanjem občinske uprave preko lokalnih glasil in z organizacijo prevoza otrok v šolo. Manjše je bilo zadovoljstvo z organizacijo zdravstvenega varstva in pri hitrosti reševanja vlog na občinski upravi Grosuplje. Na podlagi opravljene raziskave smo potrdili dve hipotezi, in sicer, da so anketiranci v povprečju bolj zadovoljni s strokovnostjo zaposlenih kot s hitrostjo reševanja vlog in da so anketiranci v povprečju bolj zadovoljni z delom župana Občine Grosuplje kot z delom občinskega sveta . Tretja hipoteza »Občanom občine Grosuplje je bolj pomembna pristojnost gradnja novih in vzdrževanje občinskih cest kot pristojnost organizacija osnovnega zdravstvenega varstva«, pa je bila zavrnjena. Občinski upravi Grosuplje bomo predstavili ugotovitve raziskave in jim hkrati podali predloge za izboljšave. Predlagamo, da se izvede podrobnejša raziskava, s katero bi se natančneje približali željam, idejam, predlogom občanov in s tem zadovoljstvo občanov še povečali.

• Language: Slovenian
• Keywords: občina, občani, župan, zadovoljstvo, stranke, občinska uprava, dimenzije kakovosti
• Work type: Bachelor thesis/paper
• Organization: FU - Faculty of Administration
• Year: 2020
• PID: 20.500.12556/RUL-115192
• Publication date in RUL: 16.04.2020

Secondary language

• Language: English
• Title: ANALYSIS OF CITIZEN’S SATISFACTION WITH MUNICIPALITY OF GROSUPLJE’S WORK

Abstract

A successful municipality should be aware whether the citizens are satisfied with its work and thus act to provide good conditions in the environment. Quality of services in every organization needs to be measured and that is why I am focusing in this thesis on the citizen’s satisfaction with the Municipality of Grosuplje’s work. For measuring their satisfaction, I used a survey questionnaire to obtain opinions of randomly selected citizens. Answers were then analysed to determine to what extent are the citizens satisfied with different dimensions of quality of services of municipality’s work. The general satisfaction with work of the mayor, municipality council and municipal authority was also researched. The main conclusion is that the respondents are overall satisfied with all the researched dimensions. The highest level of satisfaction is evident with the work of the mayor, regular notifications of municipal authority through local press and the organized transportation of kids to school. The lower levels of satisfaction were evident with organization of healthcare and the speed of processing the applications of the municipal administration. Two hypotheses were confirmed in the survey, namely that the respondents were on average more satisfied with the professionalism of municipality’s administration over the speed of application being processed and that the respondents were on average more satisfies with the mayor’s work than the work of municipality council. The third hypothesis about respondent’s importance of building new roads and maintaining municipal roads compared to organising basic health care was rejected. We will present the conclusions to the Municipality of Grosuplje and at the same time provide them with suggestions for improvements. I propose to conduct a more detailed research to explore even more in depth citizen’s wishes, ideas and suggestions and thus increase their satisfaction.

• Keywords: municipality, citizens, mayor, satisfaction, customers, municipal authority, dimensions of quality