Prednosti in pomanjkljivost merjenja zadovoljstva strank v upravnih enotah : diplomsko delo

Janevski, Igor (avtor), Bačlija Brajnik, Irena (mentor)

V diplomski nalogi je predstavljeno orodje za merjenje učinkovitosti in kakovosti upravne enote in njenih uslužbencev. Cilj naloge je predstaviti kompleksnost ugotavljanja zadovoljstva strank s storitvami v javnem sektorju. S primerjavo in podrobno analizo starega in novega anketnega vprašalnika zadovoljstva strank na upravnih enotah v Sloveniji so predstavljene omejitve tovrstnih orodij. V nalogi je javni sektor označen kot skupek organizacij, ki opravljajo javne funkcije in zagotavljajo javne službe ter javne storitve. Nato sta predstavljeni javna in državna uprava kot del javnega sektorja. V nadaljevanju naloge je predstavljena učinkovitost v javni upravi kot doseganje zastavljenih ciljev s smotrno uporabo virov. Uspešnost na drugi strani pa je ocenjena kot stopnja, do katere so stranke zadovoljne. Bolj so stranke zadovoljne, večja je uspešnost javne uprave. V empiričnem delu naloge je najprej umeščena primerjava anketnih vprašalnikov ter njune prednosti in pomanjkljivosti. Ugotovim tudi, da je nova anketna metodologija v nasprotju z metodo SERVQUAL, ki se vrsto let uporablja za ugotavljanje kakovosti storitev in zadovoljstva strank v javni upravi. Na tej točki so predstavljeni rezultati iz let 2016 in 2018 ter iz 2012 in 2014, ki mi pomagajo ugotoviti, ali je sprememba vprašalnika vplivala na dobljene rezultate.

• Jezik: Slovenski jezik
• Ključne besede: javna uprava, upravna enota, anketni vprašalnik, kakovost
• Vrsta gradiva: Diplomsko delo/naloga
• Tipologija: 2.11 - Diplomsko delo
• Organizacija: FDV - Fakulteta za družbene vede
• Kraj izida: Ljubljana
• Založnik: [I. Janevski]
• Leto izida: 2020
• Št. strani: 47 str.
• PID: 20.500.12556/RUL-120885
• UDK: 35:005.336.1(043.2)
• COBISS.SI-ID: 32898563
• Datum objave v RUL: 26.09.2020

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Advantages and disadvantages of measuring customer satisfaction in administrative units

Izvleček

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.

• Ključne besede: public administration, administrative unit, survey questionnaire, quality