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Quality management systems in selected public organizations

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dc.title Quality management systems in selected public organizations en
dc.contributor.author Hoke, Eva
dc.contributor.author Peterek, Kamil
dc.contributor.author Heinzová, Romana
dc.relation.ispartof Chemical Engineering Transactions
dc.identifier.issn 2283-9216 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2021
utb.relation.volume 86
dc.citation.spage 475
dc.citation.epage 480
dc.type review
dc.language.iso en
dc.publisher Italian Association of Chemical Engineering - AIDIC
dc.identifier.doi 10.3303/CET2186080
dc.relation.uri http://www.cetjournal.it/cet/21/86/080.pdf
dc.description.abstract This paper aims to map the situation regarding the risks and implemented tools, increasing the quality of public administration. In March-May 2020, research focused on qualitative methods in public administration was carried out. The research aimed to obtain data for further support of quality management in public administration. The primary target group for the support of quality management in public administration is individual authorities (administrative authorities, authorities of self-governing territorial units), which will support their customers' satisfaction (citizens, entrepreneurs, public administration). Copyright © 2021 AIDIC Servizi S.r.l. en
utb.faculty Faculty of Logistics and Crisis Management
dc.identifier.uri http://hdl.handle.net/10563/1010436
utb.identifier.obdid 43882677
utb.identifier.scopus 2-s2.0-85109528991
utb.source j-scopus
dc.date.accessioned 2021-07-21T10:49:24Z
dc.date.available 2021-07-21T10:49:24Z
utb.contributor.internalauthor Hoke, Eva
utb.contributor.internalauthor Peterek, Kamil
utb.contributor.internalauthor Heinzová, Romana
utb.fulltext.affiliation Eva Hoke*, Kamil, Peterek, Romana Heinzová Tomas Bata University in Zlín, Faculty of Logistics and Crisis Management hoke@utb.cz
utb.fulltext.dates Paper Received: 3 October 2020; Revised: 12 March 2021; Accepted: 3 May 2021
utb.fulltext.references Agenda 21, 1992, The United Nationas Programme of action from Rio, The final text of agreements negotiated by Governments at the United Nations Conference on Environment ond Development (UNCED), Rio de Janeiro, Brazil 1-3, 4. Borys T., Rogala P., 2007, Quality and environmental management systems, Wrocław University of Economics, Wrocław, Poland. Fourie, D., Poggenpoel W., 2016, Public sector inefficiencies: Are we addressing the root causes?, South African Journal of Economic, 169-180, <doi.org/10.1080/10291954.2016.1160197>. Fratila L., Sova R., Tipa S., 2012, Methods for benchmarking the firm performance and its influence on the efficiency indicators, Academy of Economic Studies, Bucharest, Romania, Vol 3, 1499-1508, <scopuscom.proxy.k.utb.cz/record/display.uri?eid=2-s2.0-84896083751&origin=resultslist&zone=contextBox>. Jaiyeoba, O.O., Chimbise, T.T., RobertsLombard, M., 2018, E-service usage and satisfaction in Botswana, African Journal of Economic and Management Studies, 9(1), 1-13, <doi.org/10.1108/AJEMS-03-2017-0061>. Kobylinska U., 2016, European Union Support in the Improvement of Quality Management Systems in Administration Offices in Poland, Kaunas University of Technology <doi.org/10.5755/j01.ppaa.15.1.14690>. Makanyeza C., Chikazhe L., 2017, Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe, International Journal of Bank Marketing, 35(3), 540-556, <doi.org/10.1108/IJBM-11-2016-0164>. Merriam-Webster, 2014, Reform. <merriam-webster.com/dictionary/reforms> Mosimanegape P., Jaiyeoba O., Iwu Ch.G., Chekula-Mahama Ch., 2020, Examining the relationship between service quality and customer satisfaction in the public service, Wseas Transactions on Business and Economics, Vol 17, <doi.org/10.37394/23207.2020.17.57> Moullin M., 2017, Improving and evaluating performance with the Public Sector Scorecard, Productivity and Performance Management, Bradford, Vol 66, 4, <proquestcom.proxy.k.utb.cz/docview/1881428768/fulltextPDF/92DCE8660C10479CPQ/1?accountid=15518>. Paul J., Mittal A., Srivastav G., 2016, Impact of service quality on customer satisfaction in private and public sector banks, International Journal of Bank Marketing, 34(5), 606-622, <doi.org/10.1108/IJBM-03-2015-0030>. Accessed 28/02/2018. Pizam A., Shapoval V., Ellis, T., 2016, Customer satisfaction and its measurement in hospitality enterprises: a revisit and update, International Journal of Contemporary Hospitality Management, 28(1), 2-35, <doi.org/10.1108/IJCHM-04-2015-0167>. Risk management methodology in public administration, 2016, Ministry of Finance of the Czech Republic https://www.smocr.cz/Shared/Clanky/6326/metodika-2016-metodicky-pokyn-chj-c-2.pdf Stojanová H., Lhotský R., 2017, Using contemporary methods of strategic management for streamlining the performance of public administration in the Czech Republic, Strategic Performance Management: New Concepts and Contemporary Trends, 2017, pp. 197-212. Xie, L., 2015, Human Resource Evaluation in Universities Based on the Competency Model, Chemical Engineering Transactions, Vol. 46, 2015, pp. 613-618.
utb.fulltext.sponsorship This research was supported by the project RVO/FLKŘ/2020/02 (Risk Management in the Healthcare Facilities).
utb.scopus.affiliation Tomas Bata University in Zlín, Faculty of Logistics and Crisis Management, Czech Republic
utb.fulltext.projects RVO/FLKŘ/2020/02
utb.fulltext.faculty Faculty of Logistics and Crisis Management
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