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Quality public services dimensions model as a basis for better customer satisfaction management
Massimo Manzin, Gordana Žurga, Boris Mrak, 2012, original scientific article

Abstract: In the paper, the importance of quality public services dimensions for achieving higher customer satisfaction is presented and explored on the example of Slovenian administrative units. Purpose of the research was to identify which quality dimensions are the most relevant for quality service delivery in Slovene administrative units in order to contribute to strengthening their customer satisfaction management. Survey questionnaire was developed to gather the research data and as the research methodology, structural equation modelling was used. Based on the research data from 402 respondents and the analysis conducted, the standardized model of the administrative procedure quality estimation was developed. The results prove that two latent variables - procedures and employees - exert the greatest influence on the general assessment of administrative procedure quality. Also other findings and conclusions are presented and discussed in the paper and some areas for further research and investigation are indicated.
Found in: ključnih besedah
Keywords: quality, public services, dimensions, structural equation modelling, customer satisfaction
Published: 15.10.2013; Views: 1680; Downloads: 36
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