Citizen Satisfaction's Determinants with the Integrated Public Services Quality Provided by One-Stop-Shop. A case from a Western Balkan Country

Abstract

Government One-Stop Shops are promoted as a strategy for improving intergovernmental collaboration, coordinating “Weberian” bureaucratic structure, and streamlining service delivery using technology. One-stop-shop models, which are seen as a significant accomplishment in recent e-government initiatives, aim to provide public service delivery mechanisms that are efficient, accessible, coordinated, and cost-effective. The purpose of this research paper is to assess citizens’ satisfaction with the quality of integrated public services provided by One-Stop Shop (OSS), with a particular emphasis on the relationship between citizen satisfaction with the quality of OSS services and determinant dimensions of trust, procedures, staff skills and qualifications, time and cost savings, and perceived citizen care/support. This paper employs a quantitative approach method through a survey as a research instrument. A structured questionnaire is distributed to 114 citizens receiving service in OSS in a municipality in south Albania, a western Balkan country. The study’s primary objective is to provide top-level managers of the OSS agencies and policymakers with an effective instrument for better evaluating and understanding the perceived quality of their integrated public services offered from the perspective of their citizens. This understanding aims to facilitate the formulation of more effective policies and strategies that foster the ongoing enhancement and incorporation of novel public management best practices. The findings of the multi-regression analysis reveal that the factors - Saving, Staff, Support, Procedures, and Trust had a positive and statistically significant impact on satisfaction, accounting for 85.8 per cent of the variation values of citizen satisfaction with the quality service provided by One-Stop Shop.