QUALITY OF PROVIDING PUBLIC SERVICES BY LOCAL GOVERNMENT IN THE LIGHT OF EMPIRICAL RESEARCH. A STUDY OF CLIENTS OF THE MUNICIPAL OFFICE IN ZABRZE.

Purpose: The primary objective of the survey was to verify the effectiveness of the procedures used to improve the management of public services by the Municipal Office. Design/methodology/approach: The perception of customer service quality was studied among clients who personally visited the Municipal Office in Zabrze in 2023 to avail of the on-site public services. Finding: Besides determining the level of approval for the quality of services provided by the Municipal Office in Zabrze, the study also aimed to identify the reasons that made the clients find the administrative process either satisfying or causing negative feelings. There was also a verification of the changes in the quality of the town hall's operation, especially customer service, among the surveyed individuals who had previous experience with administrative matters. Respondents from this group were asked to point out specific changes they noticed since their last visit. Practical implications: The results of the research project described in the article will be implemented into the realm of planning new organizational solutions, improving existing rules, schedules, and procedures, and supervising the entire process of client service. Originality/value: Conducting research on the quality of client service allows for a scientific reflection on the functioning of public administration and expands knowledge on this subject. It also enables the identification of further research areas and determining spheres for the implementation of innovative solutions that streamline the operations of local government units. [ABSTRACT FROM AUTHOR]