PUBLIC ADMINISTRATION UNIT CLIENT SERVICE SATISFACTION - EVALUATION OF A PROPOSED SCALE

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

Abstracts

EN

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.

Keywords

EN

CUSTOMER SATISFACION - MEASUREMENT SCALE.; CUSTOMER SERVICE QUALITY

Discipline

• ECONOMICS: ECONOMICS

• Publisher: Komitet Nauk Organizacji i Zarządzania PAN, Kolegium Zarządzania i Finansów SGH
• Journal: Organization and Management
• Year: 2008
• Issue: 4(134)
• Pages: 97-103
• Document type: ARTICLE

Contributors

author

Bak Janusz

author

Stach Przemyslaw

• Janusz Bak, Wyzsza Szkola Biznesu - National-Louis University w Nowym Saczu, ul. Zielona 27, 30-300 Nowy Sacz, Poland

Identifiers

CEJSH db identifier

09PLAAAA067123