USING SERVQUAL MODEL TO MEASURE CITIZEN SATISFACTION WITH LOCAL TAXES SERVICES QUALITY
USING SERVQUAL MODEL TO MEASURE CITIZEN SATISFACTION WITH LOCAL TAXES SERVICES QUALITY

Summary/Abstract: 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 with citizens reluctance in using online services.

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