THE SUBJECTIVE PERCEPTION OF QUALITY AND BENEFICIARIES’ SATISFACTION WITH THE QUALITY OF EMPLOYMENT COUNSELING SERVICES OFFERED BY PUBLIC EMPLOYMENT SERVICES. STUDY.
THE SUBJECTIVE PERCEPTION OF QUALITY AND BENEFICIARIES’ SATISFACTION WITH THE QUALITY OF EMPLOYMENT COUNSELING SERVICES OFFERED BY PUBLIC EMPLOYMENT SERVICES. STUDY.

Summary/Abstract: Measuring the customer satisfaction is becoming more and more important not only for private organizations but also for the public ones, especially when they have a key role in the accreditation process of private service providers. Public organizations’ customers are different from those in the private sector. Given that the process of the assessment of services involves many subjective factors related to the customer satisfaction, quality assessment must take into account two aspects: a. one related to the beneficiary, which includes various measures to meet the customer expectations and fulfillment of standards of quality; and b. one related to the organization, which includes efficiency measures (cost / benefit approach within internal processes), quality costs, employees’ efficiency, etc. The methods used in this study were: the survey based on a questionnaire and self-assessment based on Lickert type scale. Although the questionnaire-based survey revealed that 89% of respondents said they were satisfied and very satisfied with the quality of counseling services received, we consider it is still important to analyze the reasons that led to this high degree of satisfaction, in order to avoid treating a high score as a reason to not changing anything in the process of service delivery or quality of service.

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