Management of public services’ attributes in the view of the consumers

Introduction. It is extremely important that in the case of supplying public services of general economic interest, the institutions should understand the consumers’ desires and should make sure that supplying these services in the limits considered to be normal improves the consumers’ perception. The importance of services’ quality satisfies or not the citizen, satisfaction which is based on the identification and classification of attributes that help to a better understanding of perception, which will lead to the increase of users’ satisfaction.

Aim of the study. This paper emphasizes a study on the relevance of the basic attributes, according to consumers, of public services supply in Focșani, using the results of practical – theoretical research done with Serqual model.

Keywords: Serqual model, the public services, the consumer perceptions, the citizen satisfaction
JEL Classification: D12, L32,L95, P46