Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru
| Title in English | Measurement of citizen satisfaction with public services as integral part of quality management in public sector organizations |
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| Authors | |
| Year of publication | 2009 |
| MU Faculty or unit | |
| Citation | |
| Description | The book deals with the issue of the satisfaction measurement of citizens as clients of public sector organizations in the context of quality management of public services. The authors objective was to study, classify and synthesize the current knowledge base concerning the understanding of the term public service quality and the measurement of citizen satisfaction with public services, and to provide the readers with: 1) a systematically arranged text which presents the current state of knowledge and the issues of the current practice in the particular area; and 2) an overview of methodical procedures used for the preparation and implementation of the measurement of citizen satisfaction with public services. The book responds to the current needs of the managerial practice and provides knowledge that has not been processed so far within this framework in our conditions. |
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