BADANIE I KREOWANIE SATYSFAKCJI OBYWATELA/KLIENTA W ADMINISTRACJI PUBLICZNEJ – MOŻLIWOŚCI I OGRANICZENIA
RESEARCH AND CREATION OF THE CITIZEN/CUSTOMER SATISFACTION IN PUBLIC ADMINISTRATION – POSSIBILITIES AND LIMITATIONS

Summary/Abstract: Customer satisfaction has been the subject of research and discussion of both researchers and practitioners for decades. Only in recent years there has been an extreme increase of interest in this issue also among public sector organisations in the world, including Poland. The satisfaction research of citizen/customer in the public services sector is not easy to conduct because of the nature of the client, as well as the nature of public services. The objective of the paper is to identify methods of research and creation of customer satisfaction in Polish public administration sector, and to identify capabilities and limitations associated with managing customer satisfaction in public services. Realizing the objective of the paper there are identified methodological possibilities and limitation of satisfaction research in this sector as well as practical examples of creating citizen/customer satisfaction from Polish market, based on desk research analysis are presented.

• Details
• Contents