Publication details

Kritéria kvality obecních úřadů - porovnání pohledu zaměstnanců a klientů

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Title in English Quality criteria of czech municipal offices - a comparison of views of employees and clients


Year of publication 2009
Type Article in Proceedings
Conference Regionálna a miestna verejná správa v znalostnej ekonomike
MU Faculty or unit

Faculty of Economics and Administration

Field Management and administrative
Keywords Public services; Quality management; Quality criteria
Description Foreign empirical studies, that form the current service quality concept, show that service quality is currently perceived as a factor influencing satisfaction of a customer/a client. The paper presents the results of the qualitative research, the objective of which was to identify the degree of agreement on perceived quality attributes of employees and clients of municipal offices of Czech municipalities with enlarged responsibilities.
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