Co-creation and Citizen Satisfaction with the Quality of Public Services

Co-creation and customer involvement in service delivery have a significant impact on their satisfaction with the quality of the service provided. By feeling engaged in the production process, customers have the opportunity to influence the final outcome through their opinions and desires, while also feeling valued for their participation. By involving customers in service delivery, organizations allow them to contribute their ideas, needs, and preferences, while also promoting the co-creation of value, where both, the service provider and the customer, work together to achieve a satisfactory outcome for both parties. The aim of this study is to assess how the involvement and participation of citizens in the production process of services provided by public organizations affect their satisfaction with the organization and the quality of services provided by them. The results indicated a significant and positive correlation across all analysed services. This means that the higher the involvement and participation of citizens with the organization, the higher their levels of satisfaction with the organization. Methodology: The data obtained for this study were collected through an anonymous questionnaire to citizens/users, constructed according to the Likert scale (1934), self-administered and through individual interviews to citizens with special needs (e.g., elderly or visually impaired people). 1573 valid questionnaires were obtained from 16 different departments. For processing and analysis of the collected data, the SPSS software (Statistical Package for the Social Sciences) was used.