Measuring citizen satisfaction. Prospects for using a questionnaire to manage relationships between local covernment and citizens in the Czech Republic

Abstract

The authors of this text aimed to the possibility of determination of citizens’ satisfaction with services provided by authorities at the municipal level in the Czech Republic. The analysis of current approaches used for the citizens’ satisfaction determination was performed. Based on fund fact the authors proposed the application of methodology used by companies, modified for the municipality purposes. The application and the verification of methodologic proposal were performed in the town of Pardubice in the year 2014. The questionnaire research was used for data collection.