Proceedings of the International Scientific Conference "Far East Con" (ISCFEC 2018)

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

Authors
A.V. Averin, V.V. Grigorieva
Corresponding Author
A.V. Averin
Available Online January 2019.
DOI
10.2991/iscfec-18.2019.82How to use a DOI?
Keywords
small and medium-sized entrepreneurship, evaluating the quality of public services, Customer Satisfaction Index (CSI), Net Promoter Score (NPS), “Mystery Diner”, “SERVQUAL”.
Abstract

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.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the International Scientific Conference "Far East Con" (ISCFEC 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
January 2019
ISBN
10.2991/iscfec-18.2019.82
ISSN
2352-5428
DOI
10.2991/iscfec-18.2019.82How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - A.V. Averin
AU  - V.V. Grigorieva
PY  - 2019/01
DA  - 2019/01
TI  - Tools for Evaluating the Quality of Public Services in the Sphere of Small and Medium-Sized Business Support and Promotion
BT  - Proceedings of the International Scientific Conference "Far East Con" (ISCFEC 2018)
PB  - Atlantis Press
SP  - 370
EP  - 372
SN  - 2352-5428
UR  - https://doi.org/10.2991/iscfec-18.2019.82
DO  - 10.2991/iscfec-18.2019.82
ID  - Averin2019/01
ER  -