IMPROVING PUBLIC SERVICES BY MEASURING CITIZEN PERCEPTIONS AND SATISFACTION WITH SERVICES

Abstract

Provision of timely, high quality and efficient services is very important for every sector, including the public sector. Understanding citizens’ perceptions, as beneficiaries or users of these services is equally important in analyzing and evaluating the performance of each public institution and organization. Lacking plan and budget allocation for research activities to measure citizen satisfaction with public services, and failing to compare such survey results between services, organizations or wave to wave results of the same organization means deficiency of a broader view and consequently disability to take the necessary steps in improving public services and meeting citizens’ needs, demands and expectations. Taking into consideration that the public sector is financed by taxpayer citizens, it is necessary to plan the evaluation of public services and measure citizen satisfaction despite the challenges that may arise due to such practice. To gain a broader understanding of the subject, secondary research method was applied – desk research – by reviewing existing research reports and studies in Albania and other countries, literature and publications from public organizations, research agencies, professional journals, professional network / portals, etc.