Orientation on internal customer satisfaction in public administration

Abstract

In the modern world, there is a constant increase in the role and importance of the customer who is achieving a dominant position in mutual relations in the organization. The situation is also noticeable in the public administration sector, where activities related to improving the functioning of the office, customer service and customer satisfaction are an important element of the development. The subject of the article is the analysis of the internal customer's opinion as an expression of building an orientation focused on the customer’s satisfaction in the public administration sector. The aim is to present the surveys on internal customer satisfaction that were conducted within the years 2012-2021 in a selected public administration unit. The conceptual basis of the terms public administration as well as the external and internal customer was also presented. The results of the research over the years and their discussion have been presented in the conclusion. The considerations undertaken in the elaboration lead to the conclusion that the orientation towards internal customer satisfaction in public administration is justified because it ultimately affects the level of public services provided, the quality of which is guaranteed, among others, by: stable and job-satisfied staff.