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ANALIZA ZADOVOLJSTVA STRANK NA UPRAVNI ENOTI KRŠKO
KOŽAR, ALEŠ (Avtor), Umek, Lan (Mentor) Več o mentorju... Povezava se odpre v novem oknu

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Izvleček
Merjenje učinkovitosti in uspešnosti v javni upravi postaja vse bolj aktualna tema. Način, kako se javne storitve izvajajo, postaja vse bolj pomemben. Namen teoretičnega dela diplomskega dela je bil predstaviti organiziranost javnega sektorja v Sloveniji in ukrepov, s katerimi skušajo svoje storitve približati uporabnikom, namen raziskovalnega dela pa analizirati aktualne podatke o zadovoljstvu strank na upravni enoti Krško. Cilji diplomskega dela so bili opredelitev sistemov vodenja kakovosti v državni upravi, opredelitev metod merjenja kakovosti, opredelitev pojma in pomena zadovoljstva strank ter ugotovitev stopnje zadovoljstva strank. Cilj je bil tudi ugotoviti, ali so stranke Upravne enote Krško zadovoljne z uradnimi urami in s katerimi storitvami so stranke najbolj zadovoljne. Diplomsko delo omogoča razumevanje in pregled aktualnega stanja na področju zadovoljstva strank na upravni enoti ter hkrati ponuja seznanitev z dosedanjimi ukrepi in razvija nove ideje za izboljšave. Rezultati so pokazali, da so stranke v večini zelo zadovoljne z delom Upravne enote Krško, obseg elektronskega poslovanja z upravno enoto pa se ne povečuje. Potrjena je bila tudi hipoteza, da so stranke zadovoljne z obstoječimi uradnimi urami. Diplomsko delo lahko koristi tako vodstvu upravne enote in zaposlenim, saj lahko s sprejemom določenih ukrepov še povečajo zadovoljstvo strank ter posledično izboljšajo učinkovitost in uspešnost organizacije.

Jezik:Slovenski jezik
Ključne besede:učinkovitost, uspešnost, upravna enota, merjenje zadovoljstva, kakovost, storitve, elektronsko poslovanje
Vrsta gradiva:Diplomsko delo/naloga (mb11)
Organizacija:FU - Fakulteta za upravo
Leto izida:2019
Število ogledov:406
Število prenosov:193
Metapodatki:XML RDF-CHPDL DC-XML DC-RDF
 
Skupna ocena:(0 glasov)
Vaša ocena:Ocenjevanje je dovoljeno samo prijavljenim uporabnikom.
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Sekundarni jezik

Jezik:Angleški jezik
Naslov:ANALYSIS OF THE CUSTOMER SATISFACTION IN THE ADMINISTRATIVE UNIT KRŠKO
Izvleček:
Measuring efficiency and effectiveness of public administration is becoming an increasingly relevant topic. The way in which public services are delivered is becoming more and more important. The purpose of the theoretical section of the thesis was to present the organization of the public sector in Slovenia and the measures in place aiming to increase user-friendliness of the services offered, while the purpose of the practical research work conducted was to analyze current data on customer satisfaction at the Krško Administrative Unit. The goals of the thesis were to define state administration quality management systems, define methods of quality measurement, define the concept and importance of customer satisfaction, and to determine the level of customer satisfaction. The aim was also to determine whether the customers of the Krško Administrative Unit are satisfied with the office hours and which services they are satisfied with most. The thesis provides an understanding and an overview of the current state of affairs in the customer satisfaction area with an administrative unit, whilst providing an outline of the measures implemented so far as well as developing ideas for improvement. The results show that the majority of customers are very satisfied with the work of the Krško Administrative Unit, and that there is no increase in use of administrative unit’s e-commerce platform. The hypothesis that customers are satisfied with the established office hours was also confirmed. Thesis findings can therefore benefit both, the administrative unit management and its employees, as customer satisfaction can be further increased by implementing certain measures, therefore, consequently improving the efficiency and effectiveness of the organization.

Ključne besede:efficiency, effectiveness, administrative unit, satisfaction measurement, quality, services, e-commerce

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