izpis_h1_title_alt

Analiza merjenja zadovoljstva uporabnikov izbranega sodišča v Sloveniji : diplomsko delo
ID Lendovšek, Biba (Author), ID Benčina, Jože (Mentor) More about this mentor... This link opens in a new window

.pdfPDF - Presentation file, Download (537,74 KB)
MD5: F8C4B85225E04C02446204E1CEB7E897

Abstract
Kakovost storitev v javnem sektorju zahteva skrbno upravljanje in ocenjevanje, saj neposredno vpliva na vrednost storitev za uporabnike. Ocenjuje se po družbeni vrednosti, ki jo te prinašajo državljanom (Osborne, 2010). Pri tem je zadovoljstvo uporabnikov v javnem sektorju ključnega pomena, saj prispeva k legitimnosti in učinkovitosti javnih institucij (Pandey in Garnett, 2014). Zadovoljstvo uporabnikov storitev v javnem sektorju je mogoče razumeti kot rezultat interakcije med objektivnimi in subjektivnimi dejavniki. Objektivni dejavniki, kot sta merljiva kakovost in učinkovitost zagotovljenih storitev, ustvarjajo temeljno platformo za zadovoljstvo uporabnikov. Subjektivni dejavniki, vključno z zaznano vrednostjo in subjektivno oceno kakovosti, prispevajo k oblikovanju celostne izkušnje uporabnikov (Meynhardt in Neumann, 2017; Chowdhury, 2021). Razumevanje teh dejavnikov je bistveno za povečanje zadovoljstva strank in izboljšanja kakovosti storitev. Tu sodišča niso izjema. V praktičnem delu diplomske naloge je predstavljeno delovanje sodstva v Sloveniji. Podrobneje je opisano Okrožno sodišče v Kranju, kjer je tudi potekala anketa, ki je predmet raziskovanja. V nadaljevanju smo opredelili problem, namen in cilj raziskave. Za namen analize zadovoljstva uporabnikov je bila izvedena raziskava med uporabniki izbranega sodišča. Z anketnim vprašalnikom, ki smo ga izvedli v aplikaciji 1ka, smo ugotovili, da imajo uporabniki pozitiven in spodbuden odnos do izbranega sodišča, kar dokazujejo tudi visoke ocene posameznih trditev. Pridobljeni rezultati bi lahko služili kot pomoč pri reševanju izzivov med uporabniki sodišča in sodiščem ter v pomoč za vse nadaljnje raziskave.

Language:Slovenian
Keywords:merjenje zadovoljstva uporabnikov, metode merjenja zadovoljstva, uporabniki storitev
Work type:Bachelor thesis/paper
Typology:2.11 - Undergraduate Thesis
Organization:FU - Faculty of Administration
Place of publishing:Ljubljana
Publisher:[B. Lendovšek]
Year:2024
Number of pages:VIII, 42 str.
PID:20.500.12556/RUL-158678 This link opens in a new window
UDC:347.99:005.346(497.4)(043.2)-057.187
COBISS.SI-ID:199608067 This link opens in a new window
Publication date in RUL:19.06.2024
Views:96
Downloads:24
Metadata:XML RDF-CHPDL DC-XML DC-RDF
:
Copy citation
Share:Bookmark and Share

Secondary language

Language:English
Title:Analysis of user satisfaction at a selected court in Slovenia
Abstract:
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.

Keywords:Measuring user satisfaction, methods of measuring satisfaction, users of services

Similar documents

Similar works from RUL:
Similar works from other Slovenian collections:

Back