APPLYING GAP-ANALYSIS TO PUBLIC SERVICES QUALITY ASSESSMENT (ON THE EXAMPLE OF FSI "ZEMELNAYA KADASTROVAYA PALATA" (LAND CADASTRE CHAMBER) OF SAMARA REGION)


Solovyeva E.V.

The gap between the understanding and the attitude of executive employees with the client perception is considered to be a key gap in the perception of the provided service. The results of the poll held among state institution employees and consumers of land-cadastre services of "Zemelnaya palata" in Samara region are analyzed. The quantitative assessment of the gap and recommendations for its minimization are provided. Keywords: public services, service management efficiency, gap theory, gap-understanding.

Elena V. Solovyeva, a post-graduate student of Samara State University of Economics.


Download file (format pdf)»