An Application of American Customer Satisfaction Index (Acsi) Government Model to Health Services In Sarajevo, Bosnia and Herzegovina

Dublin Core

Title

An Application of American Customer Satisfaction Index (Acsi) Government Model to Health Services In Sarajevo, Bosnia and Herzegovina

Author

DUMAN, Teoman
ÖZTÜRK, Elif
MESETOVİC, Muris
HOJKURİC, Haris
KANTÜRK, Ahmet
KONAKLI, Zafer

Abstract

The purpose of this research is to test the relationships between expectations, service quality, satisfaction, complaints and citizen trust in the context of public health services in Sarajevo, Bosnia and Herzegovina. American Customer Satisfaction Index (ACSI) government model is used as the research framework in this study. Initially proposed by Fornell, Johnson, Anderson, Cha and Bryant (1996), ACSI model is the most well-known customer satisfaction model in the US and in most parts of the world. As part of the proposed framework, public perceptions of service quality, expectations, satisfaction, complaints and citizen trust were measured for public health services with a self administered questionnaire. 212 completed questionnaires were used in the data analysis. Research results show that service process, service quality and satisfaction peceptions are main indicators of citizen trust for public health services in Sarajevo.

Keywords

Conference or Workshop Item
PeerReviewed

Date

2010-06

Extent

217

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