Abstract

Surveys of citizens´satisfaction represent an important technique for obtaining the feedback from the public for public sector organizations and the starting point for goal-directed improvement of services. Measurements of satisfaction of citizens may bring the information enabling selection of the effective steps leading to the real improvement only if the measuring tools are based on knowledge of the key dimensions of service quality reflecting expectations of users in relation to the services in question. The paper presents the results of the qualitative research, the objective of which was to identify citizens’/customers’ expectations concerning services in the selected public service sector (library services) and identify the key quality dimensions of examined public services.