Quality management of public services
Petrenko E.S.1, Denisov I.V.1, Pizikov S.V.2, Romanyuk N.V.2
1 ФГБОУ ВО «РЭУ им. Г.В. Плеханова», Russia
2 НКО «Фонд информационной поддержки развития общества» (Казахстан)
Учебное пособие
Выпущено ООО Издательский дом «БИБЛИО-ГЛОБУС»
Indexed in Russian Science Citation Index: https://elibrary.ru/item.asp?id=37711529
Get access via LAN BOOK: https://e.lanbook.com/book/165580
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Please, cite as:
Книга в каталоге РГБ: https://search.rsl.ru/ru/record/01010057534
Рецензенты:
Матковская Я.С. - доктор экономических наук, зав. каф. «Бухгалтерский учет, аудит и налогообложение», ФГБОУ ВО «Государственный университет управления»
Голубцов П.В. - доктор физико-математических наук, профессор, ведущий научный сотрудник кафедры «Теория менеджмента и бизнес-технологий», ФГБОУ ВО «РЭУ им. Г.В. Плеханова»
Abstract:
The manual covers the history and development trends of the public services system using the example of the Russian Federation and the Republic of Kazakhstan, with their similarities and differences. The authors consider various approaches to determining the quality of public services and customer satisfaction.
The manual is based on the author’s long-term experience in the reforms of the public services system. In addition to the theoretical and practical provisions on each topic, the book includes test questions and tasks, which make it possible to check the understanding of the material and consolidate the knowledge gained through practical application.
The manual is addressed primarily to students in the group of “State and municipal governance”, and to all interested in the management of public services.
Keywords: public services, quality of public services, customers’ satisfaction, interaction between government and civil sector, non-governmental organizations (NGO), non-profit organizations (NPO)
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