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Pomiar satysfakcji klienta w administracji publicznej

Nenadal J.

Problemy Jakości

2002

R. 34, nr 9

19-22

Proces pomiaru satysfakcji klienta w środowisku sektora publicznego. Opisane zostały metody określania właściwości satysfakcji klienta oraz niektóre podejścia do zbierania wśród klientów danych dotyczących postrzegania przez nich jakości.

Process of customer satisfaction measurement is one of the important factors for the evaluation of results and activities applied. In the first step is necessary to define the meaning of customer segments, having interests to the public offices. Then the determination of satisfaction properties is the second step of performance, because it is directly related to the level of quality in the administrative office work. There are exist two approaches to such problem; *based on the development of quality dimension, and *based on the critical incidents. Depending from this previous selection of approach applied, is possibly the elaboration of appropriate questionnaire. For every satisfaction property should be prepared minimum one question, very clearly formulated. In the example presented were 11 questions demonstrated, in 4 groups gathered, as follows: 1. waiting time for service, 2. speed of the service realization, 3. accessibility of officer (or clerk), and 4. communication with officer (clerk). The research, based on the responses from customers received, could be realized using 3 main ways: *simple trial (sampling), *systematic trial (sampling), and *trial by segmentation. The elaboration of results, compared to the optimum level of satisfaction, leads to pragmatic conclusions, in consideration of trends observed. The experiments were realized in Czech Republic, in one of public administrative offices located in bigger city. The full performance, with the corresponding description, is here presented.