Improving service quality to local communities via a citizen satisfaction measurement in Greece: The 'MUSA' approach

Abstract

The objective of this paper is to propose a model that improves service quality to local communities via citizen satisfaction measurement. The main argument arises is that citizen satisfaction represents a modern approach for service quality in local communities and serves the development of a truly citizen-focused management and culture. Measuring citizen satisfaction offers an immediate, meaningful and objective feedback about citizens' preferences and expectations. In this way, service performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a Municipality. The study based on primary data collected through questionnaires from 456 respondents- citizens' users of the municipality services of Skopelos Island in Greece. The main satisfaction criteria were: C.S.C (Citizen's Service Centre), Municipal Roll-Registry Office, Cleanliness -Lighting, Municipal Works, Home Assistance. These criteria are aggregated through an additive value function which is inferred from a set of satisfaction judgments with the use of the MUSA multi-criteria methodology and software. According to the findings of this research, the citizens of the Municipality of Skopelos seem to be satisfied to a large extent, either fully or partly, with the total of the provided services. However, there appeared some fields that need further improvements, such as Cleanliness - Lighting and Municipality works. The findings of the study are also related to particular policy implications regarding the role and the capacity of local authorities and decision makers to provide efficient and operational services to local communities. It's very important to relate the findings and the case of Skopelos as pilot guide with the degree of organising capacity of local / regional authorities in larger and different municipalities in Greece. For this reason the proposed MUSA approach, we support that offers the framework to extent our analysis and to evaluate local/regional authorities role and capacity regarding community development issues.