THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE
PERFORMANCE OF PUBLIC UTILITY COMPANIES AND
CUSTOMER SATISFACTION: EVIDENCE FROM SERBIA
THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE
PERFORMANCE OF PUBLIC UTILITY COMPANIES AND
CUSTOMER SATISFACTION: EVIDENCE FROM SERBIA
Author(s): Snežana MAKSIMOVIĆ, Vesela VLAŠKOVIĆSubject(s): Law, Constitution, Jurisprudence, Administrative Law
Published by: Editura Universitatii Petrol-Gaze din Ploiesti
Keywords: Total Quality Management (TQM); Public utilities; Citizen satisfaction; Communal services; Serbia;
Summary/Abstract: This paper examines the impact of Total Quality Management (TQM) on the performance of public utility companies and citizen satisfaction with communal services in Serbia. Quality management in public administration is understood as a systemic approach aimed at continuous improvement of processes,efficiency, and accountability, with citizen satisfaction as the central indicator of organizational performance.
Journal: Jurnalul de Drept si Stiinte Administrative
- Issue Year: 1/2026
- Issue No: 25
- Page Range: 134-148
- Page Count: 15
- Language: English
