Organizational Size as a Determining Factor of Performance and Quality Measurement: Lessons for the Croatian Local Self-Government

Performance measurement is a managerial instrument used with the purpose of collecting information on different performance dimensions, which can be used for a variety of purposes. Apart from performance, public sector organisations need to devote their attention to the quality of services provided. The problem with quality in the public sector is that it is hard to define and to measure. In this paper quality measurement is defined as the measurement of citizen satisfaction with the services provided, the speed at which the services have been delivered, the attitude of public servants toward the citizens, and the use of some quality improvement instruments. The paper investigates whether organisational size, defined as number of persons employed and the total budget, has any effect on the performance and quality measurement present in a certain organisation. The results are used to formulate suggestions about local self-government reform in Croatia and for the improvement of performance and quality measurement therein. In order to formulate the conclusions, results from the empirical research conducted within the central and local government in Croatia in 2014 are presented.

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