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

• Autorzy: Bak Janusz , Stach Przemyslaw
• Języki publikacji: PL

Abstrakty

EN

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.

Słowa kluczowe

EN

CUSTOMER SATISFACION - MEASUREMENT SCALE.; CUSTOMER SERVICE QUALITY

• Wydawca: Komitet Nauk Organizacji i Zarządzania PAN, Kolegium Zarządzania i Finansów SGH
• Czasopismo: Organization and Management
• Rocznik: 2008
• Numer: 4(134)
• Strony: 97-103
• Rodzaj publikacji: ARTICLE

Twórcy

autor

Bak Janusz

autor

Stach Przemyslaw

• Janusz Bak, Wyzsza Szkola Biznesu - National-Louis University w Nowym Saczu, ul. Zielona 27, 30-300 Nowy Sacz, Poland

Identyfikatory

CEJSH db identifier

09PLAAAA067123