In the following article, the authors presented the process of validation of the proposed scale for measuring public administration unit 'client' service satisfaction level. The empirical part of the article is preceded by an overview of the theory underlying the concepts of satisfaction and its measurement, customer service quality, as well as validity and reliability of a scale. The outcome the presented validation process is a proposal of a scale which satisfied the requirements of validity and reliability.
Janusz Bak, Wyzsza Szkola Biznesu - National-Louis University w Nowym Saczu, ul. Zielona 27, 30-300 Nowy Sacz, Poland
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