Determinanty satysfakcji klientów z usług jednostek administracji publicznej – na przykładzie Urzędu Miasta w Dzierżoniowie
Determinants of customer satisfaction with public administration units services – the example of the municipal office of Dzierżoniów

Summary/Abstract: The article indicates the key factors affecting customer satisfaction with the services of the municipal office of Dzierżoniów. The measurement of each factor was made Determinanty satysfakcji klientów z usług jednostek administracji publicznej… 219 on a five level, ordinal measurement scale. The authors of the survey constructed a ranking of the importance of the individual factors influence on the overall level of customer satisfaction. Multivariate Statistical Analysis was conducted based on the results of the customer satisfaction survey carried out by the office in 2012. In the analysis of the survey results a modern analytical approach using the CART method (Classification and Regression Trees) was applied. The choice of this method was indicated considering a lot of advantages which classification and regression trees are characterized by. They are non-parametric methods and therefore they do not require the fulfillment of many troublesome assumptions. They also provide easy to interpret and visualize results in the form of so-called decision trees.

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