The evolution of the public organizations in the eastern states was conditioned after the fall of communism by the economic, demographic, social and political factors. The transition to a market economy, the territorial reorganization, the expansionist migration and the EU accession policies are just a few examples of phenomena that have helped shaping the public central and local administration organizations of the Balkan countries. The political and economic interests have oversized the public administration and set up the public organizations, according to contingency theory (Burns and Stalker), according to the nature of the environment and the strategies pursued.
The effectiveness of an organization depends on the quality of the services delivered (Peters and Waterson, 2011), but the Romanian public organizations still do not have a clear understanding/detailed about the role of the public service provider to customer which is the beneficiary (Fountain, 2001). Our article is based on a sociological research conducted in the city hall of a medium size Romanian city.
The study, during which the opinion survey method was used, Likert scale and the interview method, aimed as a main objective to analyze the organizational effectiveness and satisfaction measurement of its beneficiaries.