QUALIMETRICAL INTEGRATED APPROACH TO THE PROBLEM OF ESTIMATING THE QUALITY OF PUBLIC SERVICES AND COMPLIANCE WITH ADMINISTRATIVE REGULATIONS

Authors

  • Nikolai Nikolaevich ROZHKOV Санкт-Петербургский государственный университет технологии и дизайна Автор

Keywords:

quality of services, social services, administrative regulations, customer satisfaction, non-numeric indicators; qualimetric ordinal scale

Abstract

THE PAPER PROPOSES A METHOD FOR COMPREHENSIVE ASSESSMENT OF THE QUALITY OF PUBLIC SERVICES, BASED ON THE VERIFICATION OF COMPLIANCE WITH EXISTING ADMINISTRATIVE REGULATIONS. SPECIALLY DEVELOPED QUALITATIVE SCALES ARE PROPOSED TO BE USED FOR INDIVIDUAL INDICATORS. COMPREHENSIVE ASSESSMENT IS BASED ON WEIGHTING RANDOMISATION. METHOD ALLOWS EVALUATING CONSISTENTLY THE QUALITY OF SIMILAR SERVICES PROVIDED BY VARIOUS BODIES OF EXECUTIVE POWER.

Published

2011-05-15

Issue

No. 3 (2011)

Section

Articles