Ceris-Cnr, W.P. N° 5/2005 

La customer satisfaction dell’URP del CNR. I casi Lazio, Piemonte e Sicilia
 [Customer satisfaction in the URP of the CNR.  The cases of Lazio, Piemonte and Sicily]

Gian Franco Corio

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.

Keywords:  Customer Satisfaction; Public Communication; Public Administration 

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