Local self-government unites the inhabitants of a certain territorial area and works with the aim of raising the quality of life and balanced development. The foundation of local self government is the municipality, which manages local affairs of public importance in accordance with the law. By providing the services of the latter, the satisfaction of citizens is formed which is the result between the expected and perceived operation of the service. One of the key factors in creating satisfaction is quality. Satisfaction can be measured with the SERVQUAL method. I used this method in a survey where I checked the satisfaction of the citizens of the Municipality of Litija with the work of the municipal administration. In general, the vast majority of citizens are satisfied with the work of the municipal administration and its working hours. Within the services provided by the municipal administration, citizens are most satisfied with the following categories: reliability, within which they assess the honesty of employees the highest and the accuracy of services the lowest, and security and trust, where the highest level of satisfaction was received by employees' persuasion and employees' knowledge. The lowest level of satisfaction or dissatisfaction was expressed in the category of tangibility and visibility, within this category the citizens highly rated the satisfaction with the orderliness of employees, and expressed dissatisfaction with the space and equipment. I also found that the level of satisfaction for each of the categories did not vary between men and women. I have also found a positive relationship between empathy and reliability, that is, satisfaction that stems from empathy factors leads to satisfaction with reliability, and vice versa.
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