MATRIX ANALYSIS OF THE QUALITY OF GOVERNMENT SERVICE DELIVERY

Authors

  • Anatoly Vladimirovich KLYUEV Северо-Западная академия государственной службы Автор
  • Ekaterina Alexandrovna USACHEVA Северо-Западная академия государственной службы Автор

Keywords:

matrix analysis, public service, quality indexes, customer satisfaction

Abstract

THE ARTICLE DISCUSSES THE PROBLEM OF USING THE MATRIX APPROACH TO THE ANALYSIS OF GOVERNMENT SERVICE DELIVERY. THE AUTHORS ANALYZE A NUMBER OF MODELS AND THEORIES THAT WERE DEVELOPED IN THE PRIVATE SECTOR TO STUDY THE LEVEL OF CUSTOMER SATISFACTION AND ARE CURRENTLY PUT INTO PRACTICE OF THE PUBLIC SECTOR.

Published

2011-05-15

Issue

No. 3 (2011)

Section

Articles