S. M. Khairova, R. Kh. Zaripova, V. Ye. Kalugin, B. G. Khairov
The Siberian State Automobile and Highway University, Omsk, Russian Federation
Omsk Humanitarian Academy, Omsk, Russian Federation
Financial University under the Government of the Russian Federation, Moscow, Russian Federation
Abstract:
The article is aimed at researching the quality level of public services provided to the population. The purpose of the article is to determine the quality management methods based on a comparative review of Russian and foreign methods assessing the quality of public administration.
The research is carried out on the basis of cognitive methods (deduction and induction, synthesis and analysis), systematization, generalization, formal modeling of the studied processes, also dialectical, historical and logical. The main criteria for improving the quality of the provision of public services to the population were selected: achieving a high quality of human life and sustainable development of society. Within the framework of the study, the following ideas are considered: forms of implementation of quality management methods, the advantages of a quality management system; the regulatory framework to measure the quality of public services in the Russian Federation is presented. It is concluded that the effectiveness of the organization of state and municipal administration should be assessed by analyzing the quality of the process providing citizens with state and municipal services. The authors consider the possibility of adapting, with amendments, existing foreign quality assessment methods aimed at marketing methods to assess the satisfaction of consumers of public services.
Keywords:
quality management methods, quality assessment models, public services, customer satisfaction.
Paper submitted:
July 29, 2020
For citation:
Khairova S. M., Zaripova R. Kh., Kalugin V. Ye., Khairov B. G. (2020). Quality management methods in public administration. The Science of Person: Humanitarian Researches, vol. 14, no. 3, pp. 208–215. DOI: 10.17238/issn1998-5320.2020.14.3.25.
