Management Theory and Studies for Rural Business and Infrastructure Development, Volume 38, Number 4

Determining of satisfaction of service customers: case of public institution „National regions development agency“

Neringa Vilkaitė-Vaitonė, Palmira Papšienė, Toma Grikienė

Abstract

The article analyses customers satisfaction in services of public institution „National regions development agency“. A problem is formed by the question: if customers of public institution „National regions development agency“ are satisfied in services of the organization? Research goal – having analyzed theoretical assumptions of determining of customers satisfaction, to assess satisfaction of customers of public institution „National regions development agency“. Theoretical grounding of customers’ satisfaction in services was performed by applying methods of summarizing of analysis of scientific literature. To perform empirical research of public institution „National regions development agency“ customers‘ satisfaction in services there was applied a questionnaire method. The results of the questionning were anlalyzed by usin a method of statistical analysis. The results of the performed empirical research indicated that most services of public institution „National regions development agency“ satisfy customers expectations.

JEL Code – O15.

DOI: https://doi.org/10.15544/mts.2016.36

Keyword(s): service, service customers, customers’ satisfaction, determining of satisfaction, factors of customers satisfaction


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Management Theory and Studies for Rural Business and Infrastructure Development eISSN 2345-0355

This journal is published under the terms of the Creative Commons Attribution-Noncommercial 3.0 Unported License. Responsible editor: Dr Audrius Gargasas.