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Measuring Customer Satisfication With Services of a Local Government Unit

Mohamed E. Ibrahim (Head, Department of Accounting, University of Sharjah)
Ahmed Al Amiri (Director, Contracting and Purchasing, Sharjah Municipality)

Journal of Economic and Administrative Sciences

ISSN: 1026-4116

Publication date: 1 December 2003

Abstract

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews. Obtained satisfaction indexes are reported. Differences in satisfaction levels were tested using parametric t‐tests and Kruskal‐Wallis non‐parametric tests according to engineer’s specialization, size of office and number of building projects submitted to the building permission unit. The results indicate no significant statistical differences in satisfaction levels based on specialization (civil engineers versus architectural engineers), size of the consulting office, or the number of projects submitted. However, satisfaction indexes were not high. They were about 60 per cent.

Keywords

Citation

Ibrahim, M.E. and Al Amiri, A. (2003), "Measuring Customer Satisfication With Services of a Local Government Unit", Journal of Economic and Administrative Sciences, Vol. 19 No. 2, pp. 35-58. https://doi.org/10.1108/10264116200300005

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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