Mechanizm kształtowania satysfakcji klientów z usług świadczonych przez jednostki samorządu terytorialnego

Data udostępnienia wersji cyfrowej na licencji CC-BY-SA: czerwiec 2024

The aim of the monograph is to learn the mechanism of shaping customer satisfaction with services provided by LGU taking into account the factors dependent and independent of the service provider. For taking this subject spoke, among others, the changes in the public sector as well as in society. The concepts of Public Management and Public Governance implemented in the public sector were aimed at improving the efficiency of functioning organizations as well as limiting their size. The problem that was also highlighted was how to best fulfil the obligation to provide public services. Consequently, the assumption was made that the purpose of public administration offices is not to provide as many services as possible, but to provide high-quality services. And the degree of reaching the goal can be measured by the recipient’s level of satisfaction, as well as other measures describing particular attributes of services. In turn, the creation and development of social ties among the inhabitants of a given area and development in the awareness of common interest among them have a significant impact on the attitude of residents of communes and poviats to the authorities of a given local government unit, as well as on their assessment.

Hence the main hypothesis set in the monograph was the claim that the mechanism of shaping customer satisfaction with LGU services is based on the combined impact of factors dependent on the service provider, resulting from direct contact of acquirers with LGU employees, conditions of the service provision process and factors independent from service providers that are important in the process of shaping customer satisfaction. The results of the secondary and primary research carried out by the author, which enabled the implementation of the set goal and verification of the adopted main hypothesis and partial hypotheses, are contained in six chapters.

The first presents the theoretical basis for the functioning of local government as a public sector entity and presents the management aspects of the services provided by them. The second chapter is devoted to the issues of customer satisfaction. The mechanisms of customer satisfaction were described, and the specificity of customer satisfaction with the local government administration services was presented. The third chapter presents a model approach to measuring satisfaction.

The fourth, fifth and sixth chapters contain the subsequent stages of the process of identifying the mechanism for shaping customer satisfaction with LGU services. The fourth chapter identifies and systematizes factors dependent and independent of the service provider that shape customer satisfaction based on the analysis of publications in scientific journals and research reports of individual LGUs posted on the Internet. The fifth chapter presents the results of analyzes of a set of factors dependent and independent from the authorities of local government units, identified on the basis of the results of primary research.

The sixth chapter proposes own models showing separately the impact of sets of factors dependent and independent from the service provider on customer satisfaction, as well as a model presenting the mechanism of shaping customer satisfaction with LGU services.

The relationships identified as part of the developed model allow, in addition to a better understanding of shaping satisfaction, also to use it as a measurement model. The obtained research results also have a practical dimension, because for managers of local government units, the developed model is a signal informing about the need to comprehensively capture the service process being implemented, and its assessment is also dependent on achievements in other areas. Apart from the cognitive aspect, the results of the conducted research are of application nature and can be used by local government administration offices.