Advertisement

Monitoring as a Tool to Ensure the Quality of Services Provided in the Interaction of Service Organizations and Municipal Authorities in Economy Digitalization

  • M. V. VesloguzovaEmail author
  • L. S. Petrik
  • K. M. Salikhov
  • O. A. Bunakov
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 908)

Abstract

Monitoring is a tool that ensures the quality of services provided in the interaction of service organizations and municipal authorities in economy digitalization. In this regard, this contribution is aimed at identifying monitoring tools as an integral part of the management cycle. These tools make it possible to adjust the management of an object or process through the use of digital services. The results of this process determine the functional importance in providing “feedback”: the possibility of identifying the needs of the controlled object, monitoring the efficiency of the chosen methods and instruments of influence on it by the subject. To achieve the goal, the authors relied on theoretical and empirical methods of scientific research. At the same time, objective monitoring results characterizing the quality of services provided in the interaction of service organizations and municipal authorities should be determined by applying an interaction model of all participants in this process based on the method of ensuring the quality of services provided. This methodology is a leading approach to this problem, which allows a comprehensive review when monitoring the quality of services provided upon five general criteria, as well as additional indicators formed by the results of this monitoring. The contribution revealed that these monitoring criteria allow determining the efficiency of subordinate organizations, which is justified by conducting independent service quality monitoring provided in the region by the municipal committee and organizations subordinate to it according to common criteria such as: openness and availability of information about the organization, comfortable conditions for services, customer waiting time, friendliness, politeness, care when providing services, satisfaction with the quality of services. The materials of the contribution are of practical value for service organizations when interacting with municipal authorities, since they determine the results of independent monitoring conducted through digital services. Thus, the advantages and disadvantages of monitoring within the framework of this interaction model were identified. On the one hand, the interaction between them is in opposite directions to each other, which illustrates a well-structured and well-coordinated process of information transfer, where everyone understands his role and knows his functions. On the other hand, it is necessary to note, as a model deficiency, that information acquired when conducting independent monitoring, is not brought to the notice of subordinate organizations, the population, for whom this independent service quality monitoring was conducted.

Keywords

Digital services Economy digitalization Monitoring Monitoring criteria of the quality of services provided Municipal authorities Quality of services Quality monitoring of services Service organizations 

References

  1. 1.
    About modification of separate legal acts of the Russian Federation concerning conducting independent service quality monitoring provided by the organizations in the field of culture, social service, health protection and education: the Federal law of July 21, 2014 No. 256-FZ. http://www.consultant.ru/document/cons_doc_LAW_165899. Accessed 11 Mai 2018
  2. 2.
    About the approval of the plan of actions for forming of independent monitoring system of the quality of social services provided by organizations for 2013–2015: the order of the Government of the Russian Federation of 30.03.2013 N 487-p, item 9. http://www.consultant.ru/document/cons_doc_LAW_144318. Accessed 11 Mai 2018
  3. 3.
    Basarangil I (2018) The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors. Tour Hosp Res 18(4):415–428CrossRefGoogle Scholar
  4. 4.
    Candiello A, Albarelli A, Cortesi A (2012) Quality and impact monitoring for local e-government services. Transform Gov People Process Policy 6(1):112–125.  https://doi.org/10.1108/17506161211214859CrossRefGoogle Scholar
  5. 5.
    Colakovic A, Bajric H (2016) Assessing customer satisfaction based on QoS parameters. Int J Qual Res 11(1):221–240. http://www.ijqr.net/journal/v11-n1/14.pdf. Accessed 11 Mai 2018
  6. 6.
    Goryaeva SE (2012) Methodological and methodical bases of the study of public opinion on the quality of public services. Bull Inst Complex Stud Arid Territ 1(24):50–57Google Scholar
  7. 7.
    Mele C, Colurcio M, Russo-Spena T (2014) Research traditions of innovation: goods-dominant logic, the resource-based approach, and service-dominant logic. Manag Serv Qual 24(6):612–642.  https://doi.org/10.1108/MSQ-10-2013-0223CrossRefGoogle Scholar
  8. 8.
    Pavlova VV (2011) Typology of changes in the organization and their characteristics. Actual Probl Econ Law 2:102–106Google Scholar
  9. 9.
    Pop AB, Ţîţu AM (2018) Implementation of an integrated management system: quality-information security in an industrial knowledge-based organization. Qual Access Success 19(166):87–93Google Scholar
  10. 10.
    Simakhin OG (2011) Development of the system of management of state customs services on the basis of customs monitoring: thesis of candidate of economic sciences, Moscow, p 153Google Scholar
  11. 11.
    Vesloguzova MV, Zemskova OA (2017) Methods of assessing customer satisfaction with the quality and comfort provided by the municipal services. In: Problems and prospects of development of social and economic potential of the Russian regions materials VI all-Russian electronic scientific-practical conference, pp 195–200Google Scholar
  12. 12.
    Wickramasinghe V (2015) Effects of human resource development practices on service quality of services offshore outsourcing firms. Int J Qual Reliab Manag 32(7):703–717.  https://doi.org/10.1108/IJQRM-03-2013-0047CrossRefGoogle Scholar
  13. 13.
    Wulan IR (2017) The role of regulations on administrative and practices in improving quality of services in public organizations. Cogent Bus Manag 4:1–16. https://www.tandfonline.com/doi/pdf/10.1080/23311975.2017.1396952?needAccess=true. Accessed 11 Mai 2018

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • M. V. Vesloguzova
    • 1
    Email author
  • L. S. Petrik
    • 1
  • K. M. Salikhov
    • 2
  • O. A. Bunakov
    • 2
  1. 1.Volga State Academy of Physical Culture, Sports and TourismKazanRussia
  2. 2.Kazan Federal UniversityKazanRussia

Personalised recommendations