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.

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Published

2011-05-15

Issue

No. 3 (2011)

Section

Articles

How to Cite

KLYUEV A.V., USACHEVA E.A. MATRIX ANALYSIS OF THE QUALITY OF GOVERNMENT SERVICE DELIVERY // Administrative Consulting. 2011. no. 3. P. 17–25.