公共行政部门对居民的服务质量，以波兰市政办事处为例

Q1 Social Sciences

Administratie si Management Public Pub Date : 2021-11-29 DOI:10.24818/amp/2021.37-09

R. Wolniak, Izabela Jonek-Kowalska

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引用次数: 10

摘要

目前，当智慧城市概念旨在提高居民的生活质量并在城市中实施时，衡量办公室与客户之间的功能的作用越来越大。该出版物以波兰市政办事处为例，介绍了公共行政部门对居民服务质量的研究结果。这项研究的目的是审查波兰市政办事处的顾客服务质量水平，并确定监测生活质量和提供的公共服务质量是否会影响顾客服务的质量。这项研究是在波兰周围287个城市进行的，样本是随机选择的。样品很好，可以按省来保持结构。该调查包括李克特5分制的问题。所进行的研究表明，在波兰各个省份之间，市政办事处的客户服务质量水平没有统计学上的显著差异。研究发现:城市中生活质量部门的存在对办公客户服务质量有正向影响;监测居民的生活质量和市政办公室提供的公共服务质量对办公客户服务质量产生积极影响，市政办公室实施ISO 37120标准对城市客户服务质量产生积极影响。特别高的相关性出现在监控客户服务质量的影响的情况下。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The quality of service to residents by public administration on the example of municipal offices in Poland

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

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来源期刊

Administratie si Management Public Social Sciences-Sociology and Political Science

CiteScore

6.00

自引率

0.00%

发文量

期刊介绍： Is an international academic journal, published by The Bucharest University of Economic Studies, Faculty of Administration and Public Management and the International Centre for Public Management. Is an open access journal published in English, twice a year. Is double peer-reviewed. Includes articles prepared by scholars, researchers and practitioners. Is addressed to the teachers, researchers, Ph. D students, master students, undergraduate students, public managers, civil servants and to other categories of readers. The papers published in this journal: - Contain the research results of some researches and surveys developed by the authors. - Include new theoretical/practical and original approaches that were presented and analysed by the authors. - Offer solutions for the public managers problems. - Stimulate the know-how transfer from an institution to another, from a country to another in the areas of administration and public management. The paper proposed for evaluation can be sent throughout the year, preferably by the end of April or before the end of October. Main areas covered by the journal articles are: public management; public administration; public policy; public services; social economy; social environment; management of the nongovernmental organizations; human resources management in the public sector; decision making in public organizations; governance; communication in public sector; sociology; demografy; migration; globalization; other related domains.