IDEAS home Printed from https://ideas.repec.org/p/csc/cerisp/200505.html
   My bibliography  Save this paper

La customer satisfaction dell’URP del CNR. I casi Lazio, Piemonte e Sicilia

Author

Abstract

Researches on the degree of customer satisfaction aimed at customers of the public communication have the objective to listen and to fully comprehend the needs expressed by the customers. They should lend constant attention to the customers’ judgment, to develop and to improve the ability to dialogue and relation between those who communicate and those who receive the service. The will of the Government to put into effect a radical process of change and modernization of the Public Administration implies that the Public Administrations promote, diffuse and develop surveying systems of the quality perceived by the customers, finalized at planning systems of distribution of the services based on the effective needs of the citizens, using at best the available resources. Evaluating customer satisfaction allows therefore the Offices Relations with the Public to get in touch with their own customers in order to understand better and better the needs to communicate of communication activities receivers and, consequently, to redesign the policies of public communication. In this framework the URP of the CNR has carried out a survey of customer satisfaction on the perceived and expected quality and on the level of gratification of their services to a sample of CNR workers with the objective to define new modalities of distribution of the services or to improve those already existing and to determine the proportions of the technical characteristics to the actual requirements of their own internal customers.

Suggested Citation

  • Gian Franco Corio, 2005. "La customer satisfaction dell’URP del CNR. I casi Lazio, Piemonte e Sicilia," CERIS Working Paper 200505, Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY.
  • Handle: RePEc:csc:cerisp:200505
    as

    Download full text from publisher

    File URL: http://www.digibess.it/fedora/repository/object_download/openbess:TO094-00091/PDF/openbess_TO094-00091.pdf
    Download Restriction: no

    More about this item

    Keywords

    Customer Satisfaction; Public Communication; Public Administration;

    JEL classification:

    • L32 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Public Enterprises; Public-Private Enterprises
    • L39 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:csc:cerisp:200505. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Anna Perin) or (Giancarlo Birello). General contact details of provider: http://edirc.repec.org/data/cerisit.html .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.