دور جودة الخدمات الإدارية في تحسين رضا المواطنين عن المؤسسات العامة دراسة ميدانية من وجهة نظر الجمهور الليبي

Abstract

This research aims to examine the impact of administrative service quality provided by public institutions on citizens’ satisfaction in Libya. The study adopted a descriptive-analytical methodology, utilizing an electronic questionnaire distributed to a sample of (150) citizens from various Libyan cities. The research tool measured dimensions of service quality (accuracy and consistency, responsiveness, clarity, cleanliness, information availability…) along with citizens’ satisfaction indicators. The findings revealed a statistically significant positive relationship between administrative service quality and citizens’ satisfaction. Results indicated that the decline in certain quality aspects, such as slow responsiveness and unclear procedures, negatively affected overall satisfaction levels. The study concludes that improving service quality — particularly through simplifying procedures, enhancing transparency, training employees, and improving the work environment — directly contributes to raising citizens’ satisfaction and strengthening their trust in public institutions.