عنوان انگلیسی مقاله:

complaints procedures in local government information your customers.

ترجمه عنوان مقاله: رویه های شکایت در اطلاعات دولت محلی مشتریان شما

رشته: مدیریت بازاریابی

سال انتشار: 2002

تعداد صفحات مقاله انگلیسی: 18 صفحه

منبع: Emerald

نوع فایل: pdf

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چکیده مقاله

Abstract

Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems – Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system.

This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils’ corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government’s guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.

Keywords: Local government, Complaints, Customer satisfaction

Type: Research paper

مقدمه مقاله

Introduction

a complaint is an expression of dissatisaction, abot the standard of service, actions or ack of action by the council, affecting an individual customer or group of customers (western isles council, 1999). consumers expect quality sevices, complaints, as the above quotation states, generally arise from dissatifaction with products or services. they occur when organisations fail to meet customers expectation. evry organisation, whether from the public, private or voluntary sector, that offers goods or services to the …

 

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