Assessment of State Services Quality and Availability in the Socio-cultural Sphere

Irina V. Terentyeva, Mikhail P. Starodubtsev, Andrey I. Timonin, Natalya B. Pugacheva, Nadezhda N. Zykova, Alexander N. Lunev, Sergey G. Ezhov and Lyudmila D. Starikova
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Irina V. Terentyeva: Kazan, Volga Region, Federal University, Kazan, Russia,
Mikhail P. Starodubtsev: Saint Petersburg Military Institute of Internal Troops of the Ministry of Internal Affairs of the Russian Federation, Saint Petersburg, Russia
Andrey I. Timonin: Kostroma State University Named after N. A. Nekrasov, Kostroma, Russia
Natalya B. Pugacheva: Kazan State University of Architecture and Engineering, Kazan, Russia
Nadezhda N. Zykova: Volga State University of Technology, Yoshkar-Ola, Russia
Alexander N. Lunev: Kazan National Research Technical University Named after A. N. Tupolev - KAI, Kazan, Russia
Sergey G. Ezhov: Ural Federal University Named after the First President of Russia B. N. Yeltsin, Yekaterinburg, Russia
Lyudmila D. Starikova: Russian State Vocational Pedagogical University, Yekaterinburg, Russia

International Review of Management and Marketing, 2016, vol. 6, issue 1, 122-127

Abstract: The relevance of the presented research is caused by distribution of independent tools to assess public administration of the socio-cultural sphere by public nongovernmental organizations and scientific institutes. The objective of the paper is to develop a technique to assess quality and availability of state services in the socio-cultural sphere as components of public administration. An institutional approach has become a leading one; it allows to consider state services quality and availability assessment in the socio-cultural sphere as a complex indicator of the content quality of a resulting effect and quality of services obtained; it is also connected with the comfort of service rendering and their availability for consumers. The elaborated technique of state services quality and availability assessment in the socio-cultural sphere includes the following criteria: The level of state services quality; the level of state services availability; the level of trust that consumers have in service providers. The technique is directed to identify effective measures to provide consumers with available and high-quality state services in the socio-cultural sphere rendered by state bodies and their departments according to the results of a calendar year.

Keywords: Evaluation of Public Administration; Trust of Consumers in Service Providers; Level of State Services Quality; Level of State Services Availability; Socio-cultural Sphere (search for similar items in EconPapers)
JEL-codes: P35 Z13 Z18 (search for similar items in EconPapers)
Date: 2016
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