UNDERSTANDING THE CITIZENS’ EXPECTATION FOR IMPROVING THE QUALITY OF PUBLIC SERVICES
DOI:
https://doi.org/10.37569/DalatUniversity.4.3&4.318(2014)Keywords:
Quality, Public Services, Research, Needs and Expectation, Behavior, Satisfaction.Abstract
In view of marketing, the service qualities are customer satisfaction. Customer satisfaction can also be understood as a response to emotional nature of customer response to their experience with a product or service given. Therefore, to improve the quality of public services, the state management agencies need to understand the needs and expectations of the people as well as their experience in the process of buying and using services public administration. This article emphasizes the importance of research and behavioural needs of people for administrative services. Since then, offer suggestions for research and understanding people for administrative agencies to continuously improve the quality of public services.Downloads
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Published
30-09-2014
Volume and Issues
Section
Social Sciences and Humanities
Copyright & License
Copyright (c) 2014 Vũ Quỳnh, Nguyễn Xuân Quế
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
How to Cite
Quỳnh, V., & Quế, N. X. (2014). UNDERSTANDING THE CITIZENS’ EXPECTATION FOR IMPROVING THE QUALITY OF PUBLIC SERVICES. Dalat University Journal of Science, 4(3&4), 83-91. https://doi.org/10.37569/DalatUniversity.4.3&4.318(2014)
