Evaluation of User Satisfaction with the Services of Departments for Communal Affairs in the Towns of Sisak-Moslavina County

Sažetak

User satisfaction with the administrative department for communal affairs of local self-government in the Republic of Croatia is often neglected due to a number of major or minor problems and the lack of research conducted on this topic. The users of communal services, their expectations and needs are not in the focus of the work of the local self-government and do not have an adequate role. Understanding and measuring the quality of the work of the administrative department for communal affairs is different, therefore a number of special instruments and models have been developed that are intended for their improvement. This paper presents a survey of user satisfaction with the work of the administrative department for communal affairs in the towns of Sisak-Moslavina County, on a sample of 364 respondents, using the adapted SERVQUAL survey questionnaire. The results of the conducted research reveal that there is a certain gap that occurs between the expected and perceived quality of the work of the administrative department for communal affairs. Such insight leads to the conclusion that utility service providers in the towns of Sisak-Moslavina County should take into account the importance of quality monitoring as the basis of quality management.