Purpose – The urgency to strengthen the effectiveness and efficiency of public administrations has led to the adoption in the public sector – in Italy as well as in other countries – of tools and models inspired by the total quality management (TQM) approach, such as the common assessment...

Purpose – The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. Design/methodology/approach – The results are part of a wider research project, aimed at the...

Purpose – The purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail, the survey aims to measure citizen's satisfaction of an Italian local Public Administration regarding the...