Articles
"SERVQUAL" methodology to assess the quality of public and municipal services
Received: 15.05.2012 Published: 15.05.2012
Abstract
The article reflects the actual problems of one of the most area of the Administrative reform - the problem of improving the quality of provision government and municipal services. With the object of solving such a problem (monitoring the quality of provision government and municipal services) author adapted «SERVQUAL» methodology to meet the requirements of The Ministry of Economic Development and Trade of Russian Federation about the monitoring procedures. The offered methodology allows to make an assessment for the rendering services quality level and also to reveal its weakest points which are necessary to eliminate.
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How to cite
Для цитирования:
Лапин А.Е., Хайров Д.Р. Методика "SERVQUAL" для оценки качества предоставления государственных и муниципальных услуг // Государственная служба. 2012. Т. 14, № 3. С. 30–35.
For citation:
Lapin A., Khayrov D. "SERVQUAL" methodology to assess the quality of public and municipal services // Gosudarstvennaya Sluzhba. 2012. Vol. 14, no. 3. P. 30–35.
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How to Cite
Lapin A., Khayrov D. "SERVQUAL" methodology to assess the quality of public and municipal services // Gosudarstvennaya Sluzhba. 2012. Vol. 14, no. 3. P. 30–35.
