Choice Aspects of Customers’ Satisfaction with Public Services

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Public organizations may use a wide spectrum of tools for improvement the own management quality. Public organizations in the Czech Republic interest about quality of their products and services more intensively only for past few years. While earlier attention of these organizations was mainly targeted the benchmarking and Common Assessment Framework, now public organizations begun to examine also next approaches and possibilities. Measuring and evaluating customers’/citizens’ satisfaction are then one of these possibilities. This is a one of ways how to obtain the feedback about organization’s activities. An important aspect of customers’/citizens’ satisfaction is also the question: what does the staff of the choice types of public organisations understand about the „quality“ of provided services. The paper presents the results of the research. The objective of this paper is to identify more closely considering of the provided services staff the „quality“.


Keywords: Citizens' Satisfaction, Public Services Quality
Stream: Economics and Management
Presentation Type: Paper Presentation in English
Paper: Selected Aspects of the Measurement of Customer’s Satisfaction with Public Services


Svatava Nunvarova

Assistant, Department of Regional Economics and Administration
Faculty of Economics and Administration, Masaryk University Brno

Brno, Czech, Czech Republic


Ref: I08P0585