The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. The results are part of a wider research project, aimed at the implementation of a customer satisfaction management model for online services, starting out from citizen evaluations concerning the quality of services provided by public administrations. The model presupposes that the aspects of the service on which citizens are called to express their perceptions refer to well-identified phases of the supply process, in such a way as to facilitate improvement measures. The testing activity involved a pilot group of Italian public administrations.

Testing a customer satisfaction model for online services

CAPPELLI, Lucio;
2011

Abstract

The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. The results are part of a wider research project, aimed at the implementation of a customer satisfaction management model for online services, starting out from citizen evaluations concerning the quality of services provided by public administrations. The model presupposes that the aspects of the service on which citizens are called to express their perceptions refer to well-identified phases of the supply process, in such a way as to facilitate improvement measures. The testing activity involved a pilot group of Italian public administrations.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11580/16616
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