Selected Aspects of the Measurement of Customer´s Satisfaction with Public Services
| Authors | |
|---|---|
| Year of publication | 2008 |
| Type | Article in Periodical |
| Magazine / Source | International Journal of Interdisciplinary Social Sciences |
| MU Faculty or unit | |
| Citation | |
| Web | http://iji.cgpublisher.com/product/pub.88/prod.566 |
| Field | Economy |
| Keywords | Citizens Satisfaction; Public Services Quality |
| Description | To make their management of higher quality, public organizations can use a wide range of tools. Public organizations in the Czech Republic have been concentrating on the quality of their services for only several years. While before their attention focused on benchmarking and Common Assessment Framework, now also new approaches and options are being tested. The improvement of customers/citizens satisfaction is one of the possible ways to improve the performance of the entire organization as it is a way of obtaining the feedback on the organizations activity. However, in order to maintain and improve the satisfaction, it is necessary to measure it and assess it. Another important aspect of the issue of satisfaction is the very understanding of the concept of quality by the employees providing the public service themselves as it can be different from the customers understanding. This contribution is one of partial outputs of a more complex project and it focuses on the identification of the meaning of the concept of service quality in the minds of public library employees. |
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