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
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