Jakość obsługi klienta w urzędach administracji publicznej
Quality of Client Service in Public Administration Offices
Author(s): Jacek Michalak, Adam RudzewiczSubject(s): Business Economy / Management, Public Administration, Organizational Psychology
Published by: Instytut Badań Rynku, Konsumpcji i Koniunktur
Keywords: quality; office; client; SERVQUAL;
Summary/Abstract: In the article, there is made an attempt to survey the quality of services provided in one of urban offices. The survey was carried out with application of the SERVQUAL method. Based on the analysis of findings, one may draw a conclusion that clients of the office surveyed are moderately satisfied with the level of services provided for them. There are also defined a few elements deserving improvement in order to make satisfaction still greater.
Journal: Handel Wewnętrzny
- Issue Year: 2013
- Issue No: 3
- Page Range: 96-105
- Page Count: 10
- Language: Polish