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Citizen Centric Evaluation of Service Excellence
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This book investigates citizen satisfaction with public services in Gujarat, exploring dimensions of public administration, challenges, and recent initiatives. It delves into subjective and objective assessments, citizens' dissatisfaction, and reactions to service failure. The research outlines objectives, hypotheses, design, and acknowledges study limitations. The theoretical framework discusses service quality dimensions, while the literature review explores satisfaction, public administration perception, and the Common Service Center program in Gujarat. The research methodology details objectives, hypotheses, design, variables, tools, and limitations. Data analysis includes demographic factors, quality index, satisfaction scale, and trust in the Gujarat government. Research findings and recommendations aim to enhance citizen satisfaction and public service delivery in the state.
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