قياس رضا متلقي الخدمة في مراكز خدمات الجمهور في البلديات الفلسطينية

Abstract EN

This study aimed at determining the customers’ satisfaction with the quality of service provided by Public Service Centers at the Palestinian municipalities.

The nature of the study required using the descriptive field survey method, depending on a questionnaire as a tool for data collection.

Therefore, (250) questionnaires were distributed to a random sample of customers in the Public Service Centers at the municipalities in Nablus, Al-Berah, Al-Ram, Bit Sahor, and Halhol.

(216) questionnaires were returned.

In order to show the differences and contrast between the elements of the study, the researchers used the statistical package (SPSS) to analyze the questionnaires, including the use of arithmetic means, standard deviation, frequency, percentages, and analysis of variance.

The study found out a set of results ; the most important are : 1.

The citizens were satisfied of the respectable behavior of the employees.

2.

The amenities are available for the service receivers in the Public Service Centers at the municipalities.

3.

The absence of some employees during the official working hours.

4.

There are some obstacles in the means of communication between the employees of the Public Service Centers and other employees in the various municipality departments.

Researchers recommend the following : 1.

It is necessary to find out the reasons that cause the delay in treating and solving problems in order to find appropriate solutions to overcome them.

2.

To arrange for general meetings with the public and use local media and the internet to explain the services offered by the centers at the municipalities and how to utilize.

3.

To make sure that employees shouldn’t leave their work during the official day work; In case of leaving, other employees should be there instead to provid to the public with the services.

4.

To improve means of communication between the employees of the Public Service Centers and other employees in the various municipality departments.