Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality
Public administration services in Romania have serious quality problems, which in order to be properly addressed require a series of investments in quality systems and instruments for improving quality. A good starting point in this respect is the ServQual tool, which measures services quality as a...
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| Format: | Article |
| Language: | English |
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Editura ASE, Publishing House of The Bucharest University of Economic Studies
2020-12-01
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| Series: | Applied Research in Administrative Sciences |
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| Online Access: | https://aras.ase.ro/wp-content/uploads/2023/06/v1_i2_f1.pdf |
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| author | MINA-RAIU Laura NEGREANU Viorela |
| author_facet | MINA-RAIU Laura NEGREANU Viorela |
| author_sort | MINA-RAIU Laura |
| collection | DOAJ |
| description | Public administration services in Romania have serious quality problems, which in order to be properly addressed require a series of investments in quality systems and instruments for improving quality. A good starting point in this respect is the ServQual tool, which measures services quality as a gap between citizens expectations and citizens perceptions, using two alternative questionnaire formats, one for expectations and one for the actual experience with the service.
The paper is an exploratory case-study research aimed at measuring citizens’ satisfaction with public administration services using the ServQual instrument, within the Taxes and Fees Department from Roșiorii de Vede municipality, in Romania. Research findings indicate an overall low level of satisfaction among users, in particular related to the empathy and responsiveness dimensions, combined ith citizens reluctance in using online services. |
| format | Article |
| id | doaj-art-6dcdb03908e545df9819c73f12a6e75b |
| institution | Kabale University |
| issn | 2734-5602 |
| language | English |
| publishDate | 2020-12-01 |
| publisher | Editura ASE, Publishing House of The Bucharest University of Economic Studies |
| record_format | Article |
| series | Applied Research in Administrative Sciences |
| spelling | doaj-art-6dcdb03908e545df9819c73f12a6e75b2025-08-20T04:03:22ZengEditura ASE, Publishing House of The Bucharest University of Economic StudiesApplied Research in Administrative Sciences2734-56022020-12-0112511Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services QualityMINA-RAIU Laura0https://orcid.org/0009-0003-9314-2197NEGREANU Viorela 1Bucharest University of Economic Studies, RomaniaBucharest University of Economic Studies, RomaniaPublic administration services in Romania have serious quality problems, which in order to be properly addressed require a series of investments in quality systems and instruments for improving quality. A good starting point in this respect is the ServQual tool, which measures services quality as a gap between citizens expectations and citizens perceptions, using two alternative questionnaire formats, one for expectations and one for the actual experience with the service. The paper is an exploratory case-study research aimed at measuring citizens’ satisfaction with public administration services using the ServQual instrument, within the Taxes and Fees Department from Roșiorii de Vede municipality, in Romania. Research findings indicate an overall low level of satisfaction among users, in particular related to the empathy and responsiveness dimensions, combined ith citizens reluctance in using online services.https://aras.ase.ro/wp-content/uploads/2023/06/v1_i2_f1.pdfqualitypublic administrationservqualcitizen perception and expectationdigitalisation |
| spellingShingle | MINA-RAIU Laura NEGREANU Viorela Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality Applied Research in Administrative Sciences quality public administration servqual citizen perception and expectation digitalisation |
| title | Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality |
| title_full | Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality |
| title_fullStr | Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality |
| title_full_unstemmed | Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality |
| title_short | Using Servqual Model to Measure Citizen Satisfaction with Local Taxes Services Quality |
| title_sort | using servqual model to measure citizen satisfaction with local taxes services quality |
| topic | quality public administration servqual citizen perception and expectation digitalisation |
| url | https://aras.ase.ro/wp-content/uploads/2023/06/v1_i2_f1.pdf |
| work_keys_str_mv | AT minaraiulaura usingservqualmodeltomeasurecitizensatisfactionwithlocaltaxesservicesquality AT negreanuviorela usingservqualmodeltomeasurecitizensatisfactionwithlocaltaxesservicesquality |