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An evaluation of e-administration functioning in municipal offices in Poland

Bozena Skotnicka-Zasadzien () and Radoslaw Wolniak ()
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Bozena Skotnicka-Zasadzien: Silesian Technical University Faculty of Organisation and Management Poland
Radoslaw Wolniak: Silesian Technical University Faculty of Organisation and Management Poland

Annals - Economic and Administrative Series -, 2012, vol. 6, issue 1, 73-88

Abstract: In the paper there is an analysis of evaluation of the e-administration functioning in municipal offices in Poland. In the studies discussed in this article, which were conducted in June 2011, a sample of 89 people living in the Silesian Province were surveyed. On the basis of the conducted studies it may be determined what communication media are used by the surveyed in contacts with the office. In order to examine the structure of the analysed variables, the factor analysis method was applied. The author decided that its use would allow defining the best structure of factors for the investigated problem. In order to divide the variables regarding the matters and information the settling of which should be enabled by a well-functioning e-office, the extrapolation factor analysis was used for dimensions. The level of using this method of communication has been presented on a 7-point scale, where 1 means that a particular way is used very seldom, while 7 – very often. At present, despite the development of e-administration and electronic communication means, the majority of the surveyed most frequently use the most traditional way of communicating with an office, that is, a personal visit to it (5.38). The second commonly used way of communication between customers and office employees is telephone communication (4.54).

Keywords: e-administration; factor analysis; services quality; interpersonal communication (search for similar items in EconPapers)
Date: 2012
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