ArchivIA Università degli Studi di Catania

ArchivIA - Archivio istituzionale dell'Universita' di Catania >
Tesi >
Tesi di dottorato >
Area 09 - Ingegneria industriale e dell'informazione >

Please use this identifier to cite or link to this item:

Issue Date: 29-Feb-2012
Authors: Mascali, Francesco
Title: A multi agent based simulation for the evaluation of public services: the role of customers
Abstract: The number of survey about customer satisfaction on public services has increased in the last years. However, in the evaluation of the public services hardly this perspective has been taken into account. This dissertation aims at analysing the customer perspective through the value for customer concept. Most models presented in literature assume that in the evaluation of the public services only two stakeholders have to be considered. In the model here presented three stakeholders have been considered, namely public authority, users, and supplier. This means that the concept of customer satisfaction has to be evaluated with reference to both, citizens and public authority. A conceptual model is suggested which outlines the antecedents of the customer satisfaction and the gaps regarding citizen satisfaction and public authority expectations. The validity of such a model has been tested through a series of case studies concerning waste collection services in the Great Britain and Italy. Finally, a multi agent based model has been developed to simulate the interactions among the stakeholders of the public services.
Appears in Collections:Area 09 - Ingegneria industriale e dell'informazione

Files in This Item:

File Description SizeFormatVisibility
MSCFNC82C30C351I-Tesi v.1.0a.pdfDissertation24,98 MBAdobe PDFView/Open
MSCFNC82C30C351I-00 - Prima Pagina.pdfTitle page528,13 kBAdobe PDFView/Open

Items in ArchivIA are protected by copyright, with all rights reserved, unless otherwise indicated.

Share this record




Stumble it!



  Browser supportati Firefox 3+, Internet Explorer 7+, Google Chrome, Safari

ICT Support, development & maintenance are provided by the AePIC team @ CILEA. Powered on DSpace Software.