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Naslov:Quality public services dimensions model as a basis for better customer satisfaction management
Avtorji:Manzin, Massimo (Avtor)
Žurga, Gordana (Avtor)
Mrak, Boris (Avtor)
Datoteke:URL http://www.academicjournals.org/AJBM/PDF/pdf2012/4Julz/Manzin%20et%20al.pdf
 
Jezik:Angleški jezik
Vrsta gradiva:Delo ni kategorizirano
Tipologija:1.01 - Izvirni znanstveni članek
Organizacija:FM - Fakulteta za management
Opis: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.
Ključne besede:quality, public services, dimensions, structural equation modelling, customer satisfaction
Leto izida:2012
Št. strani:str. 7833-7841
Številčenje:Vol. 6, [no.] 26
ISSN:1993-8233
UDK:35:005.6
COBISS_ID:4425687 Povezava se odpre v novem oknu
Število ogledov:1596
Število prenosov:34
Metapodatki:XML RDF-CHPDL DC-XML DC-RDF
Področja:Gradivo ni uvrščeno v področja.
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Skupna ocena:(0 glasov)
Vaša ocena:Ocenjevanje je dovoljeno samo prijavljenim uporabnikom.
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Jezik:Neznan jezik
Ključne besede:kakovost, javna uprava, dimenzije, modeliranje, zadovoljstvo uporabnikov

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