Borgernes tilfredshed med offentlig service – et spørgsmål om kvalitet og forventninger?
DOI:
https://doi.org/10.7146/politica.v50i3.131188Resumé
Tilfredshedsundersøgelser bliver i stigende grad anvendt til at informere borgere og beslutningstagere om kvaliteten af den offentlige service. Men denne brug af tilfredshedsundersøgelser kræver, at der er en tæt sammenhæng mellem borgernes tilfredshed og den faktiske kvalitet af servicen. Og her viser forskningen ret blandede resultater, hvilket kan have store implikationer for brugen af undersøgelserne. Jeg vil i denne artikel se på to aspekter af sammenhængen mellem kvaliteten og tilfredsheden: Har henholdsvis et objektivt mål for kvalitet og borgernes forventninger til den offentlige service betydning for borgernes tilfredshedsvurdering? Dette spørgsmål undersøges ved hjælp af tilfredshedsdata fra Aarhus Kommunes skoler fra 2011 og 2013 samt de nationale test. Resultaterne viser, at både objektiv kvalitet og borgernes forventninger påvirker tilfredsheden med danske skoler.
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