Assessment of service efficiency using public service models
Keywords:
Public service models, Service user flow, Service time, Service devices, Time spentAbstract
The intensification of mutual competition in the modern complex market economy requires the improvement of the quality and efficiency of service providing, as in all fields. As a result, new types of services must be introduced, their quality improved, and new methods of measuring their effectiveness developed. The current evaluation methods are based on the statistical analysis of survey data from service consumers. In contrast to previous methodologies, the suggested method is based on evaluating the efficiency of a service type using mathematical models from public service theory. An objective function comprising the service quality indicator, organizational expenses, service profit, and the value of the time customers spend using the service is suggested as an evaluation indicator. Based on mathematical models of public service, the objective function’s coordinators were chosen. The minimal value of the objective function determines how effective the suggested service type is. The obtained results allow us to calculate the costs and profits of the company offering the service and thus evaluate the effectiveness of the service. The suggested model considers both the interests of the service’s users and the corporation providing the service.
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