AN ANALYSIS OF THE CITIZENS\u27 CONTENTMENT WITH THE WORK OF THE MUNICIPAL CORPORATION

Diplomsko delo predstavlja problematiko zadovoljstva občanov z delom občinske uprave Občine Sv. Jurij ob Ščavnici. Namen dela je opozoriti na pomen, ki ga ima zadovoljstvo občanov z delom občinske uprave. Ugotavljali smo, kako posamezne dimenzije kakovosti storitev (urejenost, zanesljivost in odzivnost, pristojnost in varnost, vljudnost, zaupanje in vrednost ter dostopnost, komunikativnost in razumevanje) občinske uprave Občine Sv. Jurij ob Ščavnici vplivajo na zadovoljstvo občanov. Ugotovili smo, da so anketirani vse dimenzije nekje v povprečju ocenili kot takšne, da z njimi niso niti zadovoljni niti nezadovoljni. Pregled skupnih povprečnih ocen vseh meril za vsako od dimenzij je torej pokazal le manjše odstopanje v zadovoljstvu s posameznimi dimenzijami. Tako smo potrdili hipotezo, da sta med najbolje ocenjenimi dimenziji »vljudnosti« ter »urejenost«, ter zavrnili hipotezo, da dimenzija »pristojnost in varnost« bolj vpliva na zadovoljstvo kot dimenzija »zanesljivost in odzivnost. Predlagamo, da se ljudi spodbuja k uporabi e-uprave, da se poskrbi, da zaposleni pri svojem delu ravnajo bolj prepričljivo in bolj verodostojno, da si pridobijo zaupanje ljudi. Predlagamo izvedbo poglobljene raziskave, kjer bi se natančneje ugotavljalo, kakšne so želje, ideje, predlogi občanov, ki bi lahko pripomogli k izboljšanju stanja pri delu občinske uprave Občine Sv. Jurij ob Ščavnici. Tako bi ugotavljali, kaj konkretno jih moti pri najslabše ocenjenih merilih.The diploma thesis presents the issue of the citizens\u27 contentment with the work of the municipal administration at Sv. Jurij ob Ščavnici. The purpose of the thesis is to highlight the significance of the citizens\u27 satisfaction with the work performed by the municipal administration. Our aim was to ascertain how individual dimensions of the service quality (orderliness, reliability and responsiveness, authority and security, politeness, trust and value, as well as accessibility, communicativeness and understanding) of the municipal administration of the Municipality of Sv. Jurij ob Ščavnici affect the contentment of its citizens. We established that, on average, the respondents are neither satisfied nor dissatisfied with the dimensions they assessed. An overview of the total average ratings of all criteria for each of the dimensions showed only minor deviations in contentment with individual dimensions. We confirmed the hypothesis that politeness and orderliness are among the dimensions rated highest, and rejected the hypothesis that authority and security influence contentment more than the dimension of reliability and responsiveness. We propose that people be encouraged to use e-government. It should also be made sure that the employees act in a more persuasive and reliable manner to gain the people\u27s trust. We suggest the execution of an in-depth research, which would ascertain the citizens\u27 wishes, ideas, and suggestions in greater detail, and thus help to improve the work of the municipal administration at the Municipality of Sv. Jurij of Ščavnici. The research would enable them to find out what specifically is bothering the citizens in relation to the criteria that received the lowest ratings