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RETRACTED ARTICLE: Results of a comprehensive assessment of the quality of services to the population with the use of statistical methods

Author

Listed:
  • Nurlan Amanbek

    (Kazakh National Agrarian University)

  • Laura A. Mamayeva

    (Kazakh National Agrarian University)

  • Gaukhar M. Rakhimzhanova

    (Kazakh National Agrarian University)

Abstract

Rendering of services to the population is always perceived as a function or obligation of the authorities to perform their activities. At the same time, the quality of services rendered by the authorities is not always properly controlled. The relevance of the study is determined by the fact that the quantity and structure of population satisfaction should be considered not only upon assessing the current activities of government bodies, but also when implementing socio-economic forecasting programs. The aim of the study is to determine the most client-oriented state body for the provision of services to the population. The main research methods are system analysis and hierarchy analysis. The novelty of the study is determined by the fact that the evaluation of the quality of services rendered to the population is performed not only by the statistical estimation method for the sample of respondents, but also by approximation models. The authors show that obtaining feedback becomes a necessary condition for measuring the effectiveness of state bodies in the context of global interstate competition. The paper shows that the assessment of the rendering of services to the population will allow the formation of more accurate economic models for the formation and spending of budget funds. The practical significance of the study is determined by the need for sequestration of budget expenditures in conjunction with the application of methods for assessing the improvement of the quality of services for the population. The formation of such a model is allowed subject to the continuity of the process.

Suggested Citation

  • Nurlan Amanbek & Laura A. Mamayeva & Gaukhar M. Rakhimzhanova, 2021. "RETRACTED ARTICLE: Results of a comprehensive assessment of the quality of services to the population with the use of statistical methods," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(6), pages 1322-1333, December.
    • Handle: RePEc:spr:ijsaem:v:12:y:2021:i:6:d:10.1007_s13198-021-01278-6
    DOI: 10.1007/s13198-021-01278-6
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    References listed on IDEAS

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    1. Indu Uprety & Amit Chaudhary, 2017. "Tri-service model: a concept of service quality," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 823-835, November.
    2. Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
    3. Ahonen, E.Q. & Fujishiro, K. & Cunningham, T. & Flynn, M., 2018. "Work as an inclusive part of population health inequities research and prevention," American Journal of Public Health, American Public Health Association, vol. 108(3), pages 306-311.
    4. Gin-Shuh Liang, 2010. "Applying fuzzy quality function deployment to identify service management requirements for customer quality needs," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(1), pages 47-57, January.
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