The quality of services in the public sector requires careful management and evaluation, as it directly affects the value of services for users. The quality of public services is assessed by the social value that only they bring to citizens. User satisfaction in the public sector is crucial, as it contributes to the legitimacy and efficiency of public institutions.
The satisfaction of service users in the public sector can be understood as the result of the interaction between objective and subjective factors. Objective factors such as the measurable quality and efficieny of the services provided create a fundamental platform for user satisfaction. Subjective factors, including perceived value and subjective assessment of quality, contribute to shaping the overall user experience. Understanding these factors is essential to increase customer satisfaction and improve service quality. Courts are no exception here.
In the practical part of these thesis, we presented the functioning of the judiciary in Slovenia. We have desribed in more detail the District Court in Kranj, where the survey, wich is the subject of the research, took place. In the following, we defined the problem, purpose and goal of the research.
For the purpose of analyzing user satisfaction, a survey was conducted among the users of the selected court. The survey questionnaire, which we conducted in the 1ka application, found that users have a positive and encouraging attitude towards the chosen court, as evedenced by the high rating of individual claims. The obtained results could serve as an aid in solving challenges between court users and the court, as well as help for any further research.
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