Customer satisfaction measurement in Public Administration: Voivodship Office
Journal Title: International Journal of Contemporary Management - Year 2011, Vol 10, Issue 4
Abstract
In the paper the process of preparation and carrying out of customer satisfaction survey in the Marshals’ Office is presented. The researches were carried out three times since 2004 to 2008. In the paper aims, methods and results are discussed. The starting point of discussion is the nature of service quality and service satisfaction. The need of monitoring customers’ satisfaction was proved. The researches were conducted by the use of: semi-structured individual in-depth interview and questionnaire. Recommendation of direct pro quality action was based on matrix of satisfaction, that was constructed like ABC matrix. Collected data suggest that satisfaction gaps were the result of increase customers' requirements. The article closes with an assumption, that results of research of 2006 and 2008 and 2008 proves correct of chosen direct of pro quality action focused on the increase of the extermal customers' satisfaction of Marshalship of Ma-zowieckie Province.
Authors and Affiliations
Renata Winkler
Keywords
Related Articles
- EP ID EP58023
- DOI -
- Views 105
- Downloads 0
Types of Innovations in Cultural Organizations
Background. Gathering information on the innovativeness of public organizations is a contemporary challenge for public policy-makers. The arts and culture sector in Poland needs more coherent and comprehensive data regar...
Creating Human Capital as a Signifi cant Task of Managing TSU
In consequence of the competition all organizations increase demand for human capital. It is very important issue for territorial units and its administration. Th ey are blame for use of public money and pursue maximize...
Innowacyjne aspekty komunikacji marketingowej w środowisku organizacji obywatelskich
Zarządzanie systemem komunikacji marketingowej organizacji społecznych (obywatelskich) wymaga podejścia wieloaspektowego, ze względu na zróżnicowane cele komunikatów i oczekiwania ich odbiorców tj. interesariuszy. Siłę p...
Constructing a business cycle model for seasonal products
The short life-cycle products require an original method to be produced and sold. It was developed following theoretical studies complemented by long-term empirical research on manufacturing companies. In the first stage...
The network concept from the perspective of transaction cost theory
In the article the network concept was discussed from the perspective of transaction cost theory (TCT) and in the context of selected theoretical approaches. The proposition was formulated that the assumptions of TCT are...