Факторы удовлетворенности населения Республики Калмыкия качеством предоставления государственных и муниципальных услуг

Abstract

The paper presents brief results of a study of factors affecting the satisfaction of citizens of the Republic of Kalmykia with the quality of the state and municipal services provision. The subject of the study are objective and subjective factors of satisfaction. The empirical material was data from the annual monitoring of the quality of the provision of state and municipal services in the Republic of Kalmykia, during which 500 people were interviewed. By analyzing the relationships between the variables in the SPSS program, the most significant factors have been identified that affect the level of satisfaction of residents of the republic. It was found that the most important objective factors shaping the general satisfaction of the population of the republic over the course of five years are a reduction in the term for providing the service, waiting time in the queue (absence of queues), the number of required documents, courtesy and professionalism of the employees, and improvement of the conditions for receiving visitors. In addition, the following relationships were identified: the younger the respondent and the higher the level of education he received, the higher his level of satisfaction; the more often the applicant is faced with the requirement of an excessive number of documents and information, the lower his level of satisfaction.