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Kommunal redovisning: redovisning av nöjda invånare
Kristianstad University, Faculty of Business.
Kristianstad University, Faculty of Business.
2018 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Citizen satisfaction is a commonly used key performance indicator in the municipal sector and is an important part of the municipal place marketing. For the municipality it´s important to strive for citizen satisfaction as it contribute to the positive image of the municipality, at the same time it makes the municipal activities improve. As there is no uniform to measure and account for goal completion for citizen satisfaction, this is problematic from a comparison standpoint.

This study clarifies to what extent and how the municipality accounts for the goals set in regard to citizen satisfaction. The study also clarifies the differences in accounting for citizen satisfaction between the years 2014 and 2016 and if there is an increased popularity in accounting for citizen satisfaction.

A model has been developed to describe the different factors that contributes to citizen satisfaction, and that the municipalities should have in mind when they set their goals for citizen satisfaction as to increase the comparability and transparency of the key performance indicators of citizen satisfaction.

A content analysis have been performed that show the differences in the accounting for the goals set and the goal completion between different municipalities when it comes to accounting for citizen satisfaction.

Citizen satisfaction from a municipality perspective is relatively unexplored topic and more studies should be conducted. Future research should be based on interviews of the persons responsible for choosing which factors should be accounted for when it comes to citizen satisfaction.

Place, publisher, year, edition, pages
2018. , p. 80
Keywords [en]
Citizen satisfaction, municipal accounting, citizen satisfaction index, stakeholder theory, key performance indicators
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hkr:diva-18665OAI: oai:DiVA.org:hkr-18665DiVA, id: diva2:1246207
Subject / course
Accounting and auditing
Educational program
Degree of Bachelor of Science in Business and Economics
Supervisors
Examiners
Available from: 2018-09-19 Created: 2018-09-06 Last updated: 2018-09-19Bibliographically approved

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File name FULLTEXT01.pdfFile size 1103 kBChecksum SHA-512
21ac0c364cb286b145dba0b440c3028efe990a1aa62c07f892cd141d60d2c2cb4c6b6b098363270b63a241d60eea0c2be3771afe1f8192dc049114b077835cd4
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf