Affiliations: [a] Statistical Office of the Republic of Slovenia, Ljubljana, Slovenia | [b] Faculty of Economics, University of Ljubljana, Ljubljana, Slovenia
Correspondence:
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Corresponding author: Mojca Bavdaž, Faculty of Economics, University of Ljubljana, Kardeljeva pl. 17, SI-1000 Ljubljana, Slovenia. Tel.: +386 1 5892 630; Fax: +386 1 5892 698; E-mail:mojca.bavdaz@ef.uni-lj.si
Abstract: The national statistical institutes (NSIs), the
pillars of official statistics, have become increasingly aware of the
importance of serving their users well. Several quality initiatives require
NSIs to monitor satisfaction of their users. However, practical
implementation of this obligation is left to the discretion of every
institution, as relevant theoretical foundations and operationalization are
lacking. To fill that gap, this paper reviews the relevant theoretical bases
and proposes a conceptual model for measuring user satisfaction. Data from a
satisfaction survey of official statistics users in Slovenia was used to
empirically verify the model. The results suggest that monitoring and
managing satisfaction is imperative for producers of official statistics.
They also confirm that technical quality (quality of official statistics
data) is of utmost importance, as long as users get high-quality data they
are not so sensitive to the quality of service delivery. However, the
quality of service delivery is more important for infrequent and novice
users.
Keywords: Complaint, national statistical institute, quality, trust, user, website
