THE QUALITY OF SERVICE TO RESIDENTS BY PUBLIC ADMINISTRATION ON THE EXAMPLE OF MUNICIPAL OFFICES IN POLAND

Radoslaw Wolniak () and Izabela Jonek-Kowalska ()
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Radoslaw Wolniak: Full Professor, Ph.D. engr., Informatics and Economics Department, Faculty of Organization and Management, Silesian University of Technology, Zabrze, Poland
Izabela Jonek-Kowalska: Associated Professor, Ph.D., Informatics and Economics Department, Faculty of Organization and Management, Silesian University of Technology, Zabrze, Poland

REVISTA ADMINISTRATIE SI MANAGEMENT PUBLIC, 2021, vol. 2021, issue 37, 132–150

Abstract: Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

Keywords: service quality; Smart City; quality of life; public management; municipal office; public quality (search for similar items in EconPapers)
JEL-codes: H83 L15 O18 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:rom:rampas:v:2021:y:2021:i:37:p:132-150

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