Badanie satysfakcji klientów w kontekście zarządzania jakością w organach administracji podatkowej
Study of customer satisfaction in the context of quality management in the authority tax administration

Summary/Abstract: Quality policy has become the key issue in public administration, against the background of which tax authorities in Poland has undergone a process of modernization. The aim of our tasks was to constantly increase the value of services tax understood as a reliable, effective and efficient operation and improvement of their quality and coverage. The quality management system implemented in the offices contributed to the satisfaction of customer needs and expectations. In the units of tax administration, process approach is used as a methodology of implementation of the system, the result of which the main processes related to the implementation of customer requirements and external auxiliary processes were introduced. Process management in ISO 9000 standard, allowed offices of public administration to present the ability to correct and competent client service by strict definition modes of conduct and performance monitoring. The main aim of this article are the characteristics of some measurements which affect the quality of services provided to tax authorities and to present the results from the satisfaction of customer research. Qualitative method was used. Using the survey satisfaction was measured consisting in the opinion among customers and the possible detection of gaps between expected and perceived quality of service.

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