Main Article Content
This paper summarizes perceptions of the performance of the Agency for Restructuring and Modernization of Agriculture in delivering services to farmers being its key customer group. The research utilized the case study method involving document reviews, observation, survey and interviews. Data were collected using questionnaires completed by 20 farmers living in village of Lichty of Czemierniki commune, who have been service users of the agency’s district office in Radzyń Podlaski. The survey was conducted during February and March of 2008. Key objective that guided this research was to assess the opinions of the farmers regarding the importance and performance of received services as well as satisfaction with the agency’s staff. The sample farmers reported quite high levels of satisfaction with the agency’s overall performance (service delivery and human resources functional skills). The average satisfaction score weighted by the importance assigned to each performance attribute was 3.8 points. The analysis revealed also that the staff of the office (including its courtesy, friendliness, knowledge ability, professionalism) on average was assessed at 4 on a 5-points scale with 1 being the lowest score
Article Details
CALLAHAN R.F., GILBERT G.R., 2005: End-User Satisfaction and Design Features of Public Agencies, The American Review of Public Administration, No 35, 57-73. (Crossref)
GIANNOCCARO R., COSTANTINO N., LUDOVICO A.D., PIETROFORTE R., 2008: Measuring Citizen Satisfaction with Aspects of Public Services from a Local Authority and Determining Their Importance: A Case Study, Public Organization Review, No 8, 1-15. (Crossref)
GOWAN M., SEYMOUR J., IBARRECHE S., LACKEY C., 2001: Service quality in public agency: same expectations but different perceptions by employees, managers and customers, Journal of Quality Management, No 6, 275-291. (Crossref)
MELKERS J., THOMAS J.C., 1998: What Do Administrators Think Citizens Think? Administrator Predictions as an Adjunct to Citizen Surveys, Public Administration Review, No 58(4), 327-334. (Crossref)
OLSEN J.P., 2003: Citizens, public administration and the search for theoretical foundations. ARENA Working Papers.
SPENCER H., 1884: The Man versus the State, Williams & Norgate, London & Edinburgh.
SPENCER H., 1885: The Principles of Sociology, 3 vols., 8 parts, Appleton-Century-Crofts, New York.
SPENCER H., 2002: Jednostka wobec państwa, A. Liber, Warszawa.
Sprostowanie do sprawozdania rocznego Trybunału Obrachunkowego dotyczącego wykonania budżetu za rok budżetowy 2006, wraz z odpowiedziami instytucji, Dziennik Urzędowy Unii Europejskiej C 273 z dnia 15 listopada 2007 r. (2007/C 309/25).
TORNOW W., WILEY J., 1991: Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom line consequences, Human Resource Planning, No 14, 105-115.
TURNER J.H., BEEGHLEY L., POWERS CH.H., 2002: The emergence of sociological theory, Wadsworth Thomson Learning, Belmont, CA.
Ustawa z dnia 29 grudnia 1993 r. o utworzeniu Agencji Restrukturyzacji i Modernizacji Rolnictwa, tekst jednolity: Dz.U. 2005, nr 31, poz. 264.
VAN DE WALLE S., BOUCKAERT G., 2003: Public Service Performance and Trust in Government: The Problem of Causality, International Journal of Public Administration, Vol. 29 (8 & 9), 891-913. (Crossref)
WHITEHEAD J.C., 1995: Willingness to pay for quality improvements: Comparative statistics and interpretation of contingent valuation results. Land Economics, No 71, 207-218. (Crossref)
WILKIN J. 2003: Interwencjonizm państwowy w rolnictwie - dlaczego był, jest i będzie. [w:] Dostosowanie polskiego rynku rolnego do wymogów Unii Europejskiej, Kowalski A. (red.), SGH, IERiGŻ, ARR. Warszawa.
WILLIAMSON O.E., 2000: The New Institutional Economics: Taking Stock, Looking Ahead, The Journal of Economic Literature, Vol. 38, No 3, 595-613. (Crossref)
Downloads
- Aldona Zawojska, Tomasz Siudek, Financial and Non-financial Forms of Environment Protection Supporting , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 38 (2000)
- Aldona Zawojska, CONDITIONS AND CHANNELS OF AGRICULTURE FINANCING IN POLAND , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 65 (2008)
- Aldona Zawojska, Effects of Single European Currency on the Development of Agro-food Sector , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 40 (2000)
- Aldona Zawojska, Liberalism, Neoliberalism, Economic and Political Freedom and Country’s Economic Development , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 58 (2006)
- Aldona Zawojska, Alina Daniłowska, Proceedings from the Participation in the V Congress of the Association of Agricultural and Agribusiness Economists "Agribusiness in the Countries of Central and Eastern Europe in a View of Integration with the European Union" , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 36 (1999)
- Tomasz Siudek, Katarzyna Drabarczyk, Aldona Zawojska, Social development across counties of Mazovia region: quantification and assessment , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 123 (2018)
- Aldona Zawojska, Understanding Corruption - Economic Perspectives on Causes and Consequences of the Corruption , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 51 (2003)
- Aldona Zawojska, Macroeconomic Preconditions for Agricultural Development in Transition Economies of Poland and other Central and Eastern European Countries , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 49 (2003)
- Aldona Zawojska, Ewa Mossakowska, Economic development and rural human capital in Poland , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 79 (2009)
- Aldona Zawojska, Bureaucracy and Country's Economic Growth , Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej: No. 52 (2004)