Amministrazioni Pubbliche in ascolto. Prove di customer satisfaction attraverso la lente dei social network sites

"This article aims to analyze the opportunities offered by the social network. sites (SNS) as tools for public administrations to listen to citizens’ voices. For this. purpose a web survey delivered via Facebook took place in Spello, a municipality. located in Central Italy, involving young citizens (18-24 years old) and analyzing. their satisfaction as customers. The research has highlighted how SNS can help and. become useful and strategic channels for public administrations by monitoring citizen. satisfaction toward services provided by local governments and by identifying. citizens’ relational needs and communicative consumptions, above all those of the. youngest members of the population."