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Analysis of Customer Satisfaction in Case of the Day Center for the Elderly, Cluj-Napoca City Hall

Transylvanian Review of Administrative Sciences

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Title Analysis of Customer Satisfaction in Case of the Day Center for the Elderly, Cluj-Napoca City Hall
 
Creator REIANU, Diana Gabriela; Teaching Assistant, Department of European Studies
and Governance,
Faculty of European Studies, Babeş-Bolyai University,
Cluj-Napoca, Romania
 
Subject customer satisfaction; evaluation; social services; public administration; elderly persons.
 
Description This paper focuses on the analysis of customer satisfaction, being a research whose main purpose was to make an evaluation of social services offered to elderly people. The motivation of this study was to provide data for the organization in order to understand and increase the impact of its social products and services on the beneficiaries, to emphasize ways that can improve the organization’s mechanisms, to help the organization make the services suitable for its beneficiaries, and to take decisions regarding funding, customer needs and program improvement. The study focuses on the strengths and weaknesses within the studied organization based on the results obtained through the analysis of customer satisfaction in relation to the behavior and responsibility of the staff, to the quality of the services and to the variety of the activities that take place within the organization. The conclusions point out ways in which the organization can improve its services, emphasizing future directions of this study.
 
Publisher Babes Bolyai University
 
Contributor This study took place at the Day Center for the Elderly (no. 1), which functions under the authority of Cluj-Napoca City Hall. I am grateful to the coordinator of the Center for her help, assistance, and co-operation to the completion of my project.
 
Date 2014-02-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://rtsa.ro/tras/index.php/tras/article/view/162
 
Source Transylvanian Review of Administrative Sciences; 2014: Issue No. 41 E/February; 170-189
1842-2845
 
Language eng
 
Relation http://rtsa.ro/tras/index.php/tras/article/view/162/158
 
Rights Copyright (c) 2014 Transylvanian Review of Administrative Sciences