arhiva » Anul 2004 » Numarul 1(10) din 2004
SATISFACTIA CLIENTILOR ADMINISTRATIEI PUBLICE
Measuring customer satisfaction is becoming more and more important for any organization. Public organizations customers are different from those in private sector, which makes futile any attempt to speak about customer loyalty. In constructing consumer satisfaction indexes instead of loyalty will appear trust in public organizations. Two types of research in measuring customer satisfaction are presented: first, the American Consumer Satisfaction Index, based on an econometric model and quite simple, second, a more complex one, based on different technical and functional aspects of the service or product.
