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

Summary/Abstract: Currently, at a time when the Smart City concept is aimed at improving thequality of life of residents and being implemented in cities, the role of measuring thefunctioning of offices in relation to the customer is growing. The publication presents theresults of research on the quality of service to residents by public administration on theexample of municipal offices in Poland. The aim of the research, resulting from theidentified research gap, was to examine the level of customer service quality in Polishmunicipal offices and to determine whether monitoring the quality of life and the quality ofpublic services provided affect the quality of customer service. The research was carriedout on a wide sample of 287 cities located around Poland, the sample was selected atrandom. The sample was good in such a way as to maintain the structure by province. Thesurvey included questions rated on a 5-point Likert scale. The conducted research showsthat there are no statistically significant differences in the level of customer service qualityby municipal offices between individual provinces of Poland. Based on the research, it wasfound that: the existence of a quality-of-life department in the city has a positive impact onthe quality of customer service in the office; monitoring the quality of life of residents andthe quality of public services provided by the municipal office has a positive impact on thequality of customer service in the office, the implementation of the ISO 37120 standard bythe municipal office has a positive impact on the quality of customer service in the city. Aparticularly high correlation occurs in the case of the impact of monitoring the quality ofcustomer service.

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