Wyniki wyszukiwania - Biblioteka Nauki

Nowa wersja platformy, zawierająca wyłącznie zasoby pełnotekstowe, jest już dostępna.
Przejdź na https://bibliotekanauki.pl

Ograniczanie wyników

2 Organization and Management

Znaleziono wyników: 2

Liczba wyników na stronie

Wyniki wyszukiwania

Sortuj według:

Ogranicz wyniki do:

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

100%

Bak J. , Stach P.

Organization and Management

2008

nr 4(134)

97-103

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.

SATISFACTION FROM THE QUALITY OF SERVICE OFFERED BY A PUBLIC ADMINISTRATION UNIT - A SUGGESTED MEASUREMENT SCALE AND ITS EVALUATION (Zadowolenie klienta z jakosci obslugi w urzedzie - propozycja i ocena skali pomiarowej)

100%

Stach P. , Bak J.

Organization and Management

2009

nr 2(136)

87-97

Satisfaction of a customer or client, whether that of a commercial organization or a public administration unit, is nowadays regarded to be a priority. Hence the need to measure customer satisfaction, and perform the measurement in a way which yields accurate result. This can be accomplished by using reliable and valid measurement instruments. In the article the authors presented the process of validation of the proposed scale for measuring the service satisfaction level of 'client' of the public administration unit. 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. As a result, the satisfaction measurement scale is presented which satisfies the requirements of validity and reliability.