A Synthetic Satisfaction Index for Public Administrative Service Quality

PHAM THI MAI ANH

Abstract


In this paper, an index based on service users’ perspective is proposed to measure public administration service quality. The index is inspired by the traditional Customer Satisfaction Index (CSI) and the method of calculating important weight. The index allows monitoring service quality generates the causes of satisfaction and defines the strategies for improving the service quality. The proposed methodologies show some advantages compared to the others adopted for measuring public administration service quality.

Keywords: Synthetic Satisfaction Index, Public Administrative, Public service

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Department of Public Administration
KHON KAEN UNIVERSITY
Room A5 Floor 7th Rattanapittaya Building
Faculty of Humanities and Social Sciences,
Khon Kaen University, Khon Kaen, Thailand

Email:sataro@kku.ac.th


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