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

DUMAN, Teoman and ÖZTÜRK, Elif and MESETOVİC, Muris and HOJKURİC, Haris and KANTÜRK, Ahmet and KONAKLI, Zafer (2010) An Application of American Customer Satisfaction Index (Acsi) Government Model to Health Services In Sarajevo, Bosnia and Herzegovina. In: 2nd International Symposium on Sustainable Development, June 8-9 2010, Sarajevo.

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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.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: American Customer Satisfaction Index, Public Health Services, Bosnia and Herzegovina
Subjects: H Social Sciences > HB Economic Theory
Depositing User: Mr. Ibrahim Kinal
Date Deposited: 03 Feb 2012 08:23
Last Modified: 25 Feb 2012 18:02
URI: http://eprints.ibu.edu.ba/id/eprint/217

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