Istraživanje zadovoljstva korisnika javnih usluga u organima lokalne samouprave
Research of content of public service users in local government authorities

Summary/Abstract: Satisfaction of users of public services in Bosnia and Herzegovina, due to a number of other major or minor problems is often marginalized or neglected. Service users, their needs and expectations aren't usually in the foreground and are often without adequate treatment. Although worldwide there are proven experience in building customer satisfaction services, Bosnia and Herzegovina's administrations haven't built a system nor an obligation to measure customer satisfaction and take action on its construction. This paper presented theoretical concept of quality service and satisfaction of users, with an overview of the most important methods of measurement and research of customer service. With a view and evaluation of the present situation and possibility of implementing the concept of marketing in local government and administration in Bosnia and Herzegovina, it is also presented the experience in the public administration reform and local self-government in European Union countries and the world. Empirical part of the research presented customer satisfaction survey that was carried out in six Bosnian municipalities with 606 people, using a customized SERVQUAL questionnaire. The statistical analysis confirmed previously set hypotheses about the acceptability of SERVQUAL satisfaction survey methods in researching customer satisfaction of local self-government services, incompliance of user expectations services and the impact of individual factors to the existence of satisfaction.

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