Evaluating the public sector in Greece: the case of citizens' service centers
Authors: Drosos, Dimitrios 
Tsotsolas, Nikos 
Yannakopoulos, Denis 
Manolitzas, Panagiotis 
Issue Date: 1-Jan-2010
Conference: 4th European Conference on Information Management and Evaluation (ECIME 2010), 9-10 September 2010, Lisbon, Portugal 
Keywords: E-government, Multicriteria analysis, One stop government, Public administration, User satisfaction
Abstract: 
Governments across Europe face the challenge of responding to public demand for more valuable, responsive, efficient and effective services. In this paper we will evaluate the public services in Greece. More specifically this paper refers to a citizen's satisfaction web survey for the Citizens' Service centers. The analysis of the data is based on the MUSA method. MUSA (Multicriteria Satisfaction Analysis) is an ordinal regression model which is based on the principles of multicriteria decision analysis. The provided results are able to evaluate quantitative global and partial satisfaction levels and to determine the weak and strong points of citizens Service Centers. Furthermore the results of this study will help the Citizens Service Centers to improve their services and develop more effective services.
URI: https://uniwacris.uniwa.gr/handle/3000/1818
Type: Conference Paper
Department: Department of Business Administration 
School: School of Administrative, Economics and Social Sciences 
Affiliation: University of West Attica (UNIWA) 
Appears in Collections:Conference Papers or Poster or Presentation / Δημοσιεύσεις σε Συνέδρια

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