A Citizen-Satisfaction Survey in Rimini

This article presents a perspective analysis of performance improvement, in terms of customer satisfaction, with reference to the public sector. The survey was carried outthrough a questionnaire divided in two main areas, 24 variables with 118 answer modes, on a proportional stratified sample of 322 residents in the city of Rimini, according to data provided by the Territorial Information Service in order to measure the degree of satisfaction in public services, and how it is positioned with respect to expectations. This study was made also to understand what are the variables affecting citizen satisfaction and that therefore reflect on the quality of the services provided