CORRELATIONS BETWEEN SERVICE QUALITY MANAGEMENT AND SATISFACTION OF LOCAL PUBLIC ADMINISTRATION EMPLOYEES: A COMPARATIVE STUDY BETWEEN ROMANIA AND REPUBLIC OF MOLDOVA
Ion COZMА, Adrian TIRAU, Alexandra Delia BUGNARIU, Sorina Ancuta PUSCAS
Doctorаl School of Аccounting, “1 Dеcеmbriе 1918” Univеrsitу of Аlbа Iuliа, Аlbа Iuliа, Romаniа;
Аbstrаct: Local public administration must ensure the general well-being of the community. In fulfilling this prerogative, local authorities are organising, providing and delivering public services to ensure a good environment for every citizen in the community. Recent findings in neuroeconomics have shown that in order to provide a quality public service, the people involved in this process must themselves feel safe and comfortable in their working environment. In this regard, we considered it necessary to analyse the level of satisfaction of employees in local public administration in Romania – as a member state of the European Union, and the Republic of Moldova as a post-Soviet state taking steps to join the big European family. Based on the premise of the latest findings in the field of neuroeconomics, we considered it appropriate to highlight in this research the correlations between public service quality management and the level of employee satisfaction. In this context, we identified the aspects that need to be improved at the level of local public administrations in order to ensure quality services and employees involved in carrying out in good faith all their functional tasks, in an environment conducive to making the right decisions. The present research is a quantitative research in which we analyse the perception of public service providers in a comparative form. The findings can form the basis for further research on the correlations between the quality management of services provided by public administrations in general.
Kеуwords: public services, quality, employee satisfaction, local public administration.
