The effect of administrative actions on satisfaction of primary and secondary public school principals

Oikonomidou MariaUniversity St. Kiment Ohridski, Bulgaria, Konstantinidis Ilias, University St. Kiment Ohridski, Bulgaria
Published online: 30 May 2020, JCETR, 4(1), pp. 21-27.

URN: urn:nbn:de:0111-pedocs-192955, DOI: 10.5281/zenodo.3769323

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Purpose: The aim of this study is to record the perceptions of school principals, in order to improve the quality of the provided services. The administrative factors under investigation are the mode of administration, the efficiency of procedures, ICT skill enhancement and employees’ performance, technological modernization efforts, and customer participation in decision-making. The study examines how these variables, affect the level of satisfaction of school principals.

Methods: Regression analysis and the maximum frequency of answers within the rating range of the six-level Likert scale are used. Pprimary data was obtained by using an electronic questionnaire which allows for the use of econometric techniques. The school principals of the Primary and Secondary Directorates of Education in Eastern Thessaloniki comprise the survey population.

Results: Results of the analysis show that administrative factors have a major impact and summatively affect customer satisfaction. Current demands render the function of education more complex since it is asked to move beyond the simple experiential approach of administrative action that was based on the experience of older members of staff and to combine it with enhanced  knowledge and skills.

Implications: A management system that valorizes technology and human resources, develops mechanisms for open communication and dialogue and examines the views of the users of services in an organized manner is considered to be essential.


Quality of Public Administration, administrative procedures, modernisation, ICT, customer participation, customer satisfaction

JEL Classification: I12, I20, I28