Tools for Evaluating the Quality of Public Services in the Sphere of Small and Medium-Sized Business Support and Promotion

被引：0

作者：

Averin, A., V ^{[1
]}

Grigorieva, V. V. ^{[2
,3
]}

机构：

[1] Financial Univ Govt Russian Federat, Dept Int Tourism Sport & Hotel Business, Moscow, Russia

[2] Moscow Univ Finance & Law MFUA, Dept Econ & Management, Moscow, Russia

[3] State Univ Management GUU, Higher Sch Business, Moscow, Russia

来源：

PROCEEDINGS OF THE INTERNATIONAL SCIENTIFIC CONFERENCE FAR EAST CON (ISCFEC 2018) | 2018年 / 47卷

关键词：

small and medium-sized entrepreneurship; evaluating the quality of public services; Customer Satisfaction Index (CSI); Net Promoter Score (NPS); Mystery Diner; SERVQUAL;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The paper considers issues related to the evaluation of the quality of public services in the sphere of small and medium-sized business support and promotion. The authors identify the problems, objectives and main tools of evaluating the quality of the services provided by public organizations to small and medium-sized businesses in Moscow. In 2016-2017 at the State Government-Financed Institution "Small Business of Moscow", the authors tested the following indices and methods of evaluating the quality of public services in the sphere of small and medium-sized business support and promotion: the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS); the "Mystery Diner" method in order to evaluate the work of the employees at the local subdivision, and the "SERVQUAL" method in order to provide a full assessment of the quality and efficiency of performance at the local subdivisions of the organization. Evaluating the quality of public services for entrepreneurs is a priority area for improving the quality and assuring the efficiency of public services provided to business entities.

引用

页码：333 / 335

页数：3

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