Measuring Customer Satisfication With Services of a Local Government Unit

Abstract

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews. Obtained satisfaction indexes are reported. Differences in satisfaction levels were tested using parametric t‐tests and Kruskal‐Wallis non‐parametric tests according to engineer’s specialization, size of office and number of building projects submitted to the building permission unit. The results indicate no significant statistical differences in satisfaction levels based on specialization (civil engineers versus architectural engineers), size of the consulting office, or the number of projects submitted. However, satisfaction indexes were not high. They were about 60 per cent.

Citation

Ibrahim, M.E. and Al Amiri, A. (2003), "Measuring Customer Satisfication With Services of a Local Government Unit", Journal of Economic and Administrative Sciences, Vol. 19 No. 2, pp. 35-58. https://doi.org/10.1108/10264116200300005