The aim of this thesis is to analyse the tool for measuring efficiency and quality in the administrative units. In this paper I would like to present the complexity of determining customer satisfaction with services in the public sector. In the introduction of the thesis, the public sector is defined as a set of organizations that perform public functions and provide public services. In the continuation of the thesis, efficiency in public administration is presented, as the achievement of set goals through the rational use of resources. Performance, on the other hand, is assessed as the degree to which customers are satisfied. The better the customers are satisfied, the greater are the performance of the public administration. The empirical part of the thesis first includes a comparison of survey questionnaires and their advantages and disadvantages. Then I represent the SERVQUAL method which has been used for many years to determine the quality of services and customer satisfaction in public administration. At this point, the results from 2016 and 2018 are presented, as well as the results from 2012 and 2014, which help me determine whether the change in the questionnaire affected the obtained results.
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