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master's thesis
Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave
2022. urn:nbn:hr:132:620920
Nikolić, Josipa
Josip Juraj Strossmayer University of Osijek
Faculty of Law Osijek
Chair of Administrative Law and Administrative Sciences

Cite this document

Nikolić, J. (2022). Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:132:620920

Nikolić, Josipa. "Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:132:620920

Nikolić, Josipa. "Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:132:620920

Nikolić, J. (2022). 'Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek, accessed 21 December 2024, https://urn.nsk.hr/urn:nbn:hr:132:620920

Nikolić J. Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek; 2022 [cited 2024 December 21] Available at: https://urn.nsk.hr/urn:nbn:hr:132:620920

J. Nikolić, "Zadovoljstvo građana pružanjem elektroničkih usluga i javne uprave", Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek, Osijek, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:132:620920

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Metadata
TitleZadovoljstvo građana pružanjem elektroničkih usluga i javne uprave
Title (english)Citizen satisfaction with the provision of electronic public administration services
AuthorJosipa Nikolić
MentorAna Đanić Čeko (mentor)
Committee memberBoris Ljubanović (predsjednik povjerenstva)
Committee memberJelena Dujmović Bocka (član povjerenstva)
Committee memberAna Đanić Čeko (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Law Osijek
(Chair of Administrative Law and Administrative Sciences)
Osijek
Defense date and country2022-02-22, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Law
Abstract
Internet i digitalne tehnologije omogućile su vladama transformaciju pružanja javnih usluga i pružanje usluga elektroničke vlade (e-vlade) građanima. Internet je postao bitan kanal za interakciju između građana i vlade i pružanje javnih usluga. Većina vlada diljem svijeta nudi usluge e-uprave, nadopunjujući, a ponekad i zamjenjujući tradicionalne izvanmrežne usluge. Ovo istraživanje ispituje zadovoljstvo građana uslugama e-uprave. Na temelju višedimenzionalne konceptualizacije usluge, definiraju se tri ključne percepcije usluge, od kojih svaka sadrži različite karakteristike dizajna, koje zajedno utječu na percipiranu kvalitetu usluge i zadovoljstvo građana uslugama e-uprave. Percepcije usluge i njihove odgovarajuće karakteristike dizajna su: percepcije osnovne usluge – točnost, potpunost, sposobnost samoposluživanja i praktičnost; percepcije olakšavanja usluga—pristupačnosti, zaštite privatnosti, sigurnosne zaštite i korisničke podrške; i percepcije pratećih usluga – sposobnost personalizacije i transparentnost. Rezultati su pokazali da su sve karakteristike dizajna pridonijele njihovoj percepciji usluge koja je utjecala na percipiranu kvalitetu usluge koja je zauzvrat utjecala na zadovoljstvo građana.
Abstract (english)
The Internet and digital technologies have enabled governments to transform the provision of public services and the provision of e-government (e-government) services to citizens. The Internet has become an essential channel for interaction between citizens and government and the provision of public services. Most governments around the world offer e-government services, complementing and sometimes replacing traditional offline services. This research examines citizens' satisfaction with e-government services. Based on the multidimensional conceptualization of services, three key services of perception are defined, each of which contains different design characteristics, which together affect the perceived quality of services and citizen satisfaction with e-government services. Perceptions of services and their corresponding design characteristics are: perceptions of basic service - accuracy, completeness, self-service ability and practicality; perceptions of facilitating services — accessibility, privacy, security, and customer support; and perceptions of supporting services - the ability to personalize and be transparent. The results showed that all the design features contributed to their perception of the services which influenced the perceived quality of the service which reciprocated the satisfaction of the citizens.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:132:620920
Study programmeTitle: Public Administration
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni/a specijalist/ specijalistica javne uprave (stručni/a specijalist/ specijalistica javne uprave)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2022-04-25 14:20:29