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Ekonomska misao i praksa, No.2 Prosinac 2017.

Prethodno priopćenje

MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK

Marija Martinović ; University of Dubrovnik
Ivana Pavlić ; University of Dubrovnik
Meri Šuman Tolić ; University of Dubrovnik

Puni tekst: engleski, pdf (251 KB) str. 593-610 preuzimanja: 285* citiraj
APA 6th Edition
Martinović, M., Pavlić, I. i Šuman Tolić, M. (2017). MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK. Ekonomska misao i praksa, (2), 593-610. Preuzeto s https://hrcak.srce.hr/191296
MLA 8th Edition
Martinović, Marija, et al. "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK." Ekonomska misao i praksa, vol. , br. 2, 2017, str. 593-610. https://hrcak.srce.hr/191296. Citirano 20.08.2018.
Chicago 17th Edition
Martinović, Marija, Ivana Pavlić i Meri Šuman Tolić. "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK." Ekonomska misao i praksa , br. 2 (2017): 593-610. https://hrcak.srce.hr/191296
Harvard
Martinović, M., Pavlić, I., i Šuman Tolić, M. (2017). 'MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK', Ekonomska misao i praksa, (2), str. 593-610. Preuzeto s: https://hrcak.srce.hr/191296 (Datum pristupa: 20.08.2018.)
Vancouver
Martinović M, Pavlić I, Šuman Tolić M. MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK. Ekonomska misao i praksa [Internet]. 21.12.2017. [pristupljeno 20.08.2018.];(2):593-610. Dostupno na: https://hrcak.srce.hr/191296
IEEE
M. Martinović, I. Pavlić i M. Šuman Tolić, "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK", Ekonomska misao i praksa, vol., br. 2, str. 593-610, Kolovoz 2018. [Online]. Dostupno na: https://hrcak.srce.hr/191296. [Citirano: 20.08.2018.]

Sažetak
Public services are facing the necessity of the implementation of consumer-oriented business philosophies as well as quality management approach. This paper attempts to emphasize the importance of the consumers' assessment of the public service quality. According to that assessment, the difference between consumers' perceptions and expectations will be determined using SERVQUAL methodology. The research was conducted among 250 residents in Dubrovnik. The results reveal that there is a significant gap between the perceived and expected quality of the public service. Such insight leads to the conclusion that public service management should consider the importance of quality monitoring as the base for the total quality management application.

Ključne riječi
local public services; service quality; SERQVUAL

Hrčak ID: 191296

URI
https://hrcak.srce.hr/191296

Posjeta: 346 *