Оценка удовлетренности программами правительства и государственными услугами: обзор мировых практик

С. 563–572.

Oyner O. K.

For marketing of commercial organizations customer satisfaction and loyalty are the key metrics that characterize the performance of companies to retain customers. Marketers have learned how to measure satisfaction and loyalty, and, furthermore, they are able to predict the influence of these parameters on the value of the company and its financial performance. It can be argued that in assessing customer satisfaction and loyalty marketing was measured by science. For marketing of nonprofit organizations and for public administration methodology to assess customer satisfaction and loyalty is only beginning to emerge. The objective of this paper is to review the available techniques and practices for measuring global satisfaction with government programs and activities of public organizations that provide services.

Keywords: государственные услуги, государственные программы, public services, satisfaction, удовлетворенность

In book

Инновационное развитие экономики России: сценарии и стратегии: Пятая международная научная конференция; Москва, МГУ им. М.В. Ломоносова, экономический факультет (18-20 апреля 2012 г.)

Т. 1. , М.: ТЕИС, 2012.