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Pubblicazioni Aperte DIgitali Sapienza >
Management e tecnologie >
SCIENZE MERCEOLOGICHE >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/10805/935
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| Title: | “Gestire la qualità dei servizi nell'ottica della multicanalità: un approccio integrato per misurare la customer satisfaction”. |
| Authors: | GUGLIELMETTI MUGION, ROBERTA |
| Tutor: | Lucchetti, Maria Claudia |
| Keywords: | Quality Management
Customer Satisfaction |
| Issue Date: | 30-Oct-2010 |
| Abstract: | The Thesys aims to study the opportunities of benchmarking and improvement given to a public organization by the Customer Satisfaction Process Oriented Model (CS-ProMod) in order to measure citizen’s satisfaction for public services provided in multi-channelness. The main research question is to test the methodological assumptions of the CS ProMod Model and specifically to provide efficient information in order to improve public service satisfying citizens and measuring the service quality provided in an integrated multi-channel way (Cappelli et al. 2010). These hypothesis have been checked by a survey result analysis done in an Italian public Health Agency, which took place - in 2010 - in the model CS Pro Mod experimental stage. “Booking medical visit centre” - which supplies medical reservations in specific areas - was the survey object |
| Description: | The analysis allows to evaluate what kind of opportunities can offer the CS-ProMod model in term of information for decision making and benchmarking among public organizations. In particular, the model is able to detect strengths and weaknesses of a public service, to activate a process of comparison among services provided by different channels and to give the availability of integrated information. Precise and detailed information useful for public managers can be identified trough data analysis in order to implement continuous improvement and to start a benchmarking process. |
| URI: | http://hdl.handle.net/10805/935 |
| Research interests: | 1.Studio di modelli per la diffusione del Total Quality Management nel settore pubblico, con particolare riferimento alla misurazione della qualità del servizio e alla realizzazione di un modello standardizzato per la rilevazione della customer satisfaction nell’ottica della multicanalità.
2.Analisi dei sistemi organizzativi e dei modelli di gestione della qualità, con particolare riferimento all’approfondimento teorico di metodi, sistemi organizzativi e gestionali sviluppati nella filosofia del Total Quality Management.
3.Studio dei modelli di eccellenza nel settore pubblico con particolare riferimento al Common Assessment Framework (CAF, 2006) e alla valutazione tra pari (peer evaluation)
4.Analisi di modelli tecnologici, organizzativi, gestionali e di valutazione della qualità dei servizi e beni culturali. |
| Appears in PhD: | SCIENZE MERCEOLOGICHE
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Files in This Item:
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Description |
Size | Format |
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| tesi_Guglielmetti_phd.pdf | Tesi Guglielmetti Phd | 4.61 MB | Adobe PDF | | | File del Curriculum Vitae: | | CurriculumVitae.doc | | 157.5 kB | Microsoft Word |
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