The AHP-Based Assessment of Public Services With Respect to Different Groups of Customers of Polish Local Government
The AHP-Based Assessment of Public Services With Respect to Different Groups of Customers of Polish Local Government作者机构：Krakow University of Economics Krakow Poland Rzeszow University of Technology Rzeszow Poland A. F. Modrzewski Krakow University Krakow Poland District Office ofNowy Targ Nowy Targ Poland
出 版 物：《Chinese Business Review》 (中国经济评论（英文版）)
年 卷 期：2015年第14卷第11期
页 面：547-560页
学科分类：02[经济学] 0202[经济学-应用经济学] 07[理学] 020202[经济学-区域经济学] 070105[理学-运筹学与控制论] 0701[理学-数学]
主 题：层次分析法 客户群体 公共服务 地方政府 评估模型 评价 社会经济生活 算术平均值
摘 要：The situation of the contemporary economic systems is based on their ability to ensure optimal response to the customer needs. There are several important groups of clients, who may determine development processes and who are recipients of public services. They include: residents, entrepreneurs, tourists, and State Treasury. Local governments are equipped with a range of legal instruments to provide public services addressed to the selected clients. The objective of this paper is to present the application of the AHP method to assess the significance of the selected categories of public services for different groups of clients in Poland. The results allow setting priorities for future policy and adjust the tasks to the specific expectations of each group of clients. The model of assessment of public services was built using the analytic hierarchy process (AHP). Since the 1970s, this multicriteria decision-support method has been used by researchers and practitioners in many areas of socioeconomic life. The case study presented in this paper involved 14 experts—-public administration workers in one of the districts in Southern Poland. The survey consisted of two stages. First, they assessed—-using the AHP—-the influence of each group of customers on local development processes. The most important was business (priority 38.7%), followed by tourists (29.7%), citizens (26.1%), and central administration (5.5%). Second, they evaluated at the five-point Likert scale the influence of over 20 different public services with respect to different groups of clients. The results were aggregated using arithmetic mean and multiplied by the priorities of the clients. The synthesized final score indicated the most significant public activities overall, which were roads (4.16), transport (3.93), and tourism (3.84).
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