SATISFACTION FROM THE QUALITY OF SERVICE OFFERED BY A PUBLIC ADMINISTRATION UNIT - A SUGGESTED MEASUREMENT SCALE AND ITS EVALUATION (Zadowolenie klienta z jakosci obslugi w urzedzie - propozycja i ocena skali pomiarowej)

• Authors: Stach Przemyslaw , Bak Janusz
• Languages of publication: PL

Abstracts

EN

Satisfaction of a customer or client, whether that of a commercial organization or a public administration unit, is nowadays regarded to be a priority. Hence the need to measure customer satisfaction, and perform the measurement in a way which yields accurate result. This can be accomplished by using reliable and valid measurement instruments. In the article the authors presented the process of validation of the proposed scale for measuring the service satisfaction level of 'client' of the public administration unit. 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. As a result, the satisfaction measurement scale is presented which satisfies the requirements of validity and reliability.

Keywords

EN

CUSTOMER SATISFACTION; PUBLIC ADMINISTRATION; SATISFACTION MEASUREMENT SCALE; VALIDATION

Discipline

• ECONOMICS: ECONOMICS

• Publisher: Komitet Nauk Organizacji i Zarządzania PAN, Kolegium Zarządzania i Finansów SGH
• Journal: Organization and Management
• Year: 2009
• Issue: 2(136)
• Pages: 87-97
• Document type: ARTICLE

Contributors

author

Stach Przemyslaw

author

Bak Janusz

• Przemyslaw Stach, Wyzsza Szkola Biznesu -National Louis University w Nowym Saczu, Wydzial Zamiejscowy w Tarnowie, ul. Kochanowskiego 30, 33-100 Tarnów, Poland

Identifiers

CEJSH db identifier

10PLAAAA075712