Contact us
 |
customer@davidpublishing.com |
 |
3275638434 |
 |
 |
| Paper Publishing WeChat |
Useful Links
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Article
Author(s)
Anna Prusak, Jacek Strojny, Piotr Stefanów, Katarzyna Machaj
Full-Text PDF
XML 4676 Views
DOI:10.17265/1537-1506/2015.11.004
Affiliation(s)
Anna Prusak, Ph.D., Krakow University of Economics, Krakow, Poland.
Jacek Strojny, Ph.D., Rzeszow University of Technology, Krakow, Poland.
Piotr Stefanów, Ph.D., A. F. Modrzewski Krakow University, Krakow, Poland.
Katarzyna Machaj, master degree, District Office of Nowy Targ, Nowy Targ, Poland.
ABSTRACT
The situation of the contemporary economic systems is based on their ability to ensure optimal response to the customer needs. There are several important groups of clients, who may determine development processes and who are recipients of public services. They include: residents, entrepreneurs, tourists, and State Treasury. Local governments are equipped with a range of legal instruments to provide public services addressed to the selected clients. The objective of this paper is to present the application of the AHP method to assess the significance of the selected categories of public services for different groups of clients in Poland. The results allow setting priorities for future policy and adjust the tasks to the specific expectations of each group of clients. The model of assessment of public services was built using the analytic hierarchy process (AHP). Since the 1970’s, this multicriteria decision-support method has been used by researchers and practitioners in many areas of socioeconomic life. The case study presented in this paper involved 14 experts—public administration workers in one of the districts in Southern Poland. The survey consisted of two stages. First, they assessed—using the AHP—the influence of each group of customers on local development processes. The most important was “business” (priority 38.7%), followed by “tourists” (29.7%), “citizens” (26.1%), and “central administration” (5.5%). Second, they evaluated at the five-point Likert scale the influence of over 20 different public services with respect to different groups of clients. The results were aggregated using arithmetic mean and multiplied by the priorities of the clients. The synthesized final score indicated the most significant public activities overall, which were “roads” (4.16), “transport” (3.93), and “tourism” (3.84).
KEYWORDS
public services, local government, analytic hierarchy process (AHP) analysis, public administration, customer analysis
Cite this paper
References
Alonso, A., & Lamata, T. (2006). Consistency in the analytic hierarchy process—A new approach. International Journal of Uncertainty, Fuzziness and Knowledge-Based Systems, 14(4), 445-459.
Apostolou, B., & Hassell, J. M. (1993). An empirical examination of the sensitivity of the analytic hierarchy process to departures from recommended consistency ratios. Mathematical and Computer Modeling, 17(4-5), 163-170.
Apostolou, B., & Hassell, J. M. (2002). Note on consistency ratio: A reply. Mathematical and Computer Modelling, 35(9-10), 1081-1083.
Bobińska, B. (2012). Funkcjonowanie sektora publicznego jako organizacji otwartych na klienta. Zeszyty Naukowe Zachodniopomorskiej Szkoły Biznesu, Firma i Rynek, 1(66), 59-71.
Boex, J. (2012). Exploring the measurement and effectiveness of the local public sector: Toward a classification of local public sector finances and a comparison of devolved and deconcentrated finances. Retrieved from http://www.urban.org/research/publication/exploringmeasurement-and-effectiveness-local-public-sector
Bouckaert, B. (1995). Remodeling quality and quantity in a management context. In A. Halachmi and G. Bouckaert (Eds.), Public productivity through quality and strategic management (pp. 21-38). Amsterdam: IOS Press.
Buchacz, T., & Wysocki, S. (2002). Zarządzanie jakością w administracji—Europejskie wzorce, polskie doświadczenia. Służba Cywilna, 5, 29-56.
Bury, P., & Swianiewicz, P. (2008). Local government finance in Poland. In Z. Sevic (Ed.), Local public finance in Central and Eastern Europe (pp. 319-341). Cheltenham: Edward Eglar Publishing.
Charbonneau, É., & Van Ryzin, G. G. (2012). Performance measures and parental satisfaction with New York City schools. The American Review of Public Administration, 42(1), 54-65.
Forman, E., & Peniwati, K. (1998). Aggregating individual judgments and priorities with the analytic hierarchy process. European Journal of Operational Research, 108(1), 165-169.
Fornell, C., Johnson, M. D., Anderson, E. W., & Cha Jeasung, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. The Journal of Marketing, 60, 7-18.
Graham, J., Amos, B., & Plumptre, T. (2003). Principles for good governance in the 21st century. Policy Brief, 15, 1-6.
Kaya, T., & Kahraman, C. (2011). An integrated fuzzy AHP–ELECTRE methodology for environmental impact assessment. Expert Systems With Applications, 38(7), 8553-8562.
Kelly, J. M. (2005). The dilemma of the unsatisfied customer in a market model of public administration. Public Administration Review, 65(1), 76-84.
Kersting, N., & Vetter, A. (2013). Reforming local government in Europe: Closing the gap between democracy and efficiency. Opladen: Leske+Budrich.
Lee, S. K., Mogi, G., Li, Z., Hui, K. S., Lee, S. K., Hui, K. N., & Kim, J. W. (2011). Measuring the relative efficiency of hydrogen energy technologies for implementing the hydrogen economy: An integrated fuzzy AHP/DEA approach. International Journal of Hydrogen Energy, 36(20), 12655-12663.
Meesapawong, P., Rezgui, Y., & Li, H. (2014). Planning innovation orientation in public research and development organizations: Using a combined Delphi and analytic hierarchy process approach. Technological Forecasting and Social Change, 87, 245-256.
Miller, G. A. (1956). The magical number seven, plus or minus two: Some limits on our capacity for processing information. The Psychological Review, 63, 81-97.
Millet, I., & Saaty, T. L. (2000). On the relativity of relative measures—Accommodating both rank preservation and rank reversals in the AHP. European Journal of Operational Research, 121(1), 205-212.
Moore, N., Clarke, R., Johnson, S., Seargeant, J., & Steele, J. (1998). People and public services: A review of research into people’s expectations and experiences of public services. London: The Office for Public Management and Acumen.
Osborne, S. P., Radnor, Z., & Nasi, G. (2013). A new theory for public service management? Toward a (public) service-dominant approach. The American Review of Public Administration, 43(2), 135-158.
Parliament. (1990). Municipal government act. Warsaw, Poland: Parliament.
Parliament. (1998a). District government act. Warsaw, Poland: Parliament.
Parliament. (1998b). Regional government act. Warsaw, Poland: Parliament.
Prusak, A., & Stefanów, P. (2011). Badania nad właściwościami operacyjnymi metody AHP. Folia Oeconomica Cracoviensia, 52, 87-104.
Prusak, A., & Stefanów, P. (2014). AHP—Analityczny proces hierarchiczny. Warszawa: CH Beck.
Rhys, A., & Van de Walle, S. (2013). New public management and citizens’ perceptions of local service efficiency, responsiveness, equity and effectiveness. Public Management Review, 15(5), 762-783.
Saaty, R. W. (2003). Decision making in complex environments. The analytic hierarchy process (AHP) for decision making and the analytic network process (ANP) for decision making with dependence and feedback. Pittsburgh: Creative Decisions Foundation.
Saaty, T. L. (2000). Fundamentals of decision making and priority theory with the analytic hierarchy process (2nd ed.). Pittsburgh: RWS Publications.
Saaty, T. L. (2001). Decision making with dependence and feedback: The analytic network process. Pittsburgh: RWS Publications.
Saaty, T. L. (2008). Relative measurement and its generalization in decision making. Why pairwise comparisons are central in mathematics for the measurement of intangible factors the analytic hierarchy/network process. RACSAM (Revista de La Real Academia de Ciencias Exactes, Fisicas Y Naturales. Serie A. Matematicas), 102(2), 251-318.
Saaty, T. L. (2012). Decision making for leaders. Pittsburgh: RWS Publications.
Saaty, T. L., & Forman, E. H. (1992). The hierarchon: A dictionary of hierarchies (1st ed.). Pittsburgh: RWS Publications.
Saaty, T. L., & Peniwati, K. (2007). Group decision making: Drawing out and reconciling differences (1st ed.). Pittsburgh: RWS Publications.
Saaty, T. L., & Sagir, M. (2009). An essay on rank preservation and reversal. Mathematical and Computer Modeling, 49(5-6), 1230-1243.
Schenkerman, S. (1994). Avoiding rank reversal in AHP decision-support models. European Journal of Operational Research, 74(3), 407-419.
Schmidt, F., & Strickland, T. (1998). Client satisfaction surveying: Common measurements tool. Ottawa: Canadian Centre for Management Development.
Sołtys, J. (2013). Usługi publiczne jako czynnik miastotwórczy i wyznacznik rangi miasta w sieci osadniczej na przykładzie małych miast Polski północnej. Acta Universitatis Lodziensis, Folia Geographica Socio-Oeconomica, 15, 3-19.
Soma, K., & Vatn, A. (2014). Representing the common goods—Stakeholders vs. citizens. Land Use Policy, 41, 325-333.
Tavana, M., Kennedy, D. T., Rappaport, J., & Ugras, Y. J. (1993). An AHP-Delphi group decision support system applied to conflict resolution in hiring decisions. Journal of Management Systems, 5(1), 49-74.
Turcksin, L., Bernardini, A., & Macharis, C. (2011). A combined AHP-PROMETHEE approach for selecting the most appropriate policy scenario to stimulate a clean vehicle fleet. Procedia—Social and Behavioral Sciences, 20, 954-965.
Vaidya, O. S., & Kumar, S. (2006). Analytic hierarchy process: An overview of applications. European Journal of Operational Research, 169(1), 1-29.
Vidal, L. A., Marle, F., & Bocquet, J. C. (2011). Using a Delphi process and the analytic hierarchy process (AHP) to evaluate the complexity of projects. Expert Systems With Applications, 38(5), 5388-5405.
Weiss, T. G. (2000). Governance, good governance and global governance: Conceptual and actual challenges. Third World Quarterly, 21(5), 795-814.
Yu, J., Wang, L., & Gong, X. (2013). Study on the status evaluation of urban road intersections traffic congestion base on AHP-TOPSIS modal. Procedia—Social and Behavioral Sciences, 96, 609-616.