文章基本信息

标题：Quality of Public Services in the Context of Regional Competitiveness
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作者：Andreea Barbu
期刊名称：International Journal of Economic Practices and Theories
印刷版ISSN：2247-7225
出版年度：2012
卷号：2
期号：4
页码：205-216
语种：English
出版社：International Journal of Economic Practices and Theories
摘要：The purpose of this paper is to present the current state of Romanian public services and their characteristics, as any inefficiency of this sector may lead firstly to a low national competitiveness and secondly to an unfavourable perceived quality of life. Unfortunately, the system faces many organizational and performance problems that lead to unsatisfied customers and low efficiency. Moreover, most people in Romania appreciate negatively the conditions of life and management of certain public services. The reform in the public sector can be implemented by increasing the quality of various services, even if they are provided by state institutions, decentralized organizations or private firms. The authors identify the factors that influence both the expected and the experienced quality of public services, highlighting the importance of internal marketing. In this context, in the end of the paper there are mentioned viable solutions adopted by European countries, in order to increase the public services’ quality and the customers’ satisfaction.