Tools for Evaluating the Quality of Public Services in the Sphere of Small and Medium-Sized Business Support and Promotion
- 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/).
Cite this article
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 -