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Интеллектуальная Система Тематического Исследования НАукометрических данных |
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Conceptual model to measure public service quality and service satisfaction: Russian practiceстатья
- Авторы: Maloletko A., Matraeva L., Vasiutina E., Kaurova O.
- Журнал: Quality - Access to Success
- Том: 21
- Номер: 177
- Год издания: 2020
- Издательство: EBSCO Publishing
- Местоположение издательства: United States
- Первая страница: 77
- Последняя страница: 85
- Аннотация: The article’s authors illustrate the analytical capabilities of the presented methodology on the basis of sociological survey results analyzing the public service quality, commissioned by the Ministry of economic development of Russia in 2012-2018. The analysis of gaps identification between expectations of consumers and their perception of public services received and their influence on the General indicator of satisfaction with public service quality is carried out. On the basis of data obtained, the assessment of target indicators achievement within the framework of allocated state priorities is given, as well as the limitations and opportunities to achieve them in 2018 are presented. It is shown that taking into account the fact of changing priorities of consumer expectations at different life cycle stages and taking into account the heterogeneity of their impact can improve the results of citizens' satisfaction with public service quality due to faster and more flexible response.
- Добавил в систему: Малолетко Александр Николаевич