Acta Universitatis Danubius. Administratio, Vol 5, No 1 (2013)

Abstract

Objective - This study aims to explore the communication process within local public administration as a determinant of citizens` satisfaction.

Prior work - Several authors had examined if having contact with certain service providers will affect people’s attitudes toward the service quality, but the researchers have not focused yet on the effect of citizens` contact to local authorities on satisfaction.

Approach - This research seeks to address this field using an exploratory approach. Following a quantitative methodological approach, a survey was applied to a sample of 380 citizens within Western Romanian.

Findings - By analyzing data it was possible to determine citizen satisfaction and to assess its relationship with costumer contact. In addition it was revealed that in Crisana Region city hall is the most frequented local public institution.

Implications – The results showed a negative effect of frequency of access to local authorities on overall customer satisfaction. The effect of citizens` contact to local authorities received less attention from the academic researchers, as a need in the literature is to expand this field.

Value - This research is the first to specifically examine the contact to local authorities and the effect of frequency of addressing on citizen satisfaction within Crisana Region.