Customer service quality improvement in the public sector through the internet (Record no. 39950)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01913naa a2200265uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1080315331541 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175408.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110803s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | HA, Sung Ho |
| 9 (RLIN) | 45157 |
| 245 10 - TITLE STATEMENT | |
| Title | Customer service quality improvement in the public sector through the internet |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | nov./dec. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | In response to environmental change, public sectors have begun to focus on their customers and customer services. Most of the public sector organisations, however, have made little progress in making themselves more customer-friendly, when compared with the private sector. Thus to improve the quality of service for public sector clients, this study devised a framework of Service Quality Improvement in the Public Sector (SQIPS), which combines information from marketing surveys and panels. The framework calculates several kinds of indices to identify key processes and builds customer retention and maturity strategies by using them. An Internet-based system equipped with the SQIPS framework has been developed. The benefits of the framework are summarised as follows: Obtaining high-quality reliable panel data from the public sector; saving money and time to collect questionnaires; improving internal and external customer processes based on various surveys; and enhancing service quality through the analysis of organisational processes. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Número 11-12 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 12235 |
| Topical term or geographic name entry element | Setor Público |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Prestação de Serviços |
| 9 (RLIN) | 14321 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Qualidade |
| 9 (RLIN) | 12842 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Internet |
| 9 (RLIN) | 12031 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | LEE, Min Jung |
| 9 (RLIN) | 45158 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 11-12, p. 1161-1176 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, nov./dec. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110803 |
| Operator's initials, OID (RLIN) | 1533^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110811 |
| Operator's initials, OID (RLIN) | 1003^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
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