Year: 2026
Type: article
Study design: Observational Study
Abstract: Services represent a fundamental sector of the economy, characterized by diversity, intangibility, and perishability, presenting multifaceted challenges related to human resources, organizational design, and citizen communication. This study aims to analyze the influence of communication, transparency, digitalization, service quality, and responsiveness on overall satisfaction with public services. To this end, data were gathered via a survey instrument from respondents who rated various items characterizing these elements on a 5-point Likert scale. Utilizing multiple linear regression analysis, we demonstrate the impact of these independent variables on the dependent variable— overall satisfaction with public services. The study is complemented by a bibliometric analysis conducted using the Web of Science (WoS) database. Based on a set of predefined keywords, the analysis identifies the principal scientific contributions addressing the relationship between public communication, public service delivery, and citizen satisfaction.
Authors: Dragoș Gruia, Dorinela Nancu
Institution: Ovidius University
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7221908538