Toplam Kalite Yönetimine geçiş sürecini yaşayan kamu kuruluşlarında müşteri odaklı bir yaklaşımın benimsenmesi önem taşımaktadır. Bu çalışmada, kamu kuruluşlarında müşteri odaklı yönetim anlayışının teorik çerçevesi incelenmekte, bu süreçte müşteri tatmin araştırmalarının rolü ve sektöre özgü sorunlar tartışılmaktadır. Ayrıca, Bursa'da faaliyette bulunan bir kamu kuruluşunun sunduğu hizmetlerden müşterilerinin tatmin olma düzeyini analiz etmeye yönelik görgül bir araştırma çerçevesinde kamu kuruluşlarında müşteri tatminini oluşturan unsurlar ve etkileri incelenmektedir.
___
Bacal Robert (1), “Solving The Government Customer Issue”, www.xoom.com/cooperate/govcust.htm
Bacal Robert, (2) “TQM In The Public Eye, Where TQM &Politic Clash”, www.xoom.com/cooperate/govcust.htm
Berman Evan, West Jonathan,(1995), “Municipal Commitment To Total Quality Management: A Survey of Recent Progress”, Public Administirative Review, January February, Vol. 55, No. 1, s. 57.
EFQM Excellence Model, Public and Voluntary Sector Version, 2000 Performance Excellence Criteria, S.15, www.efqm.org
Focus On Quality, The Survey of Organizational Excellence, School of Social Work, The University of Texas, March, 1996 S. 5, www.utexas.edu.7depts/sswork/survey
Hadley Nancy L. (1995), “A State Government Which Costs Less And Achives Results”, Work Study, Vol. 44, No. 3, 10-15.
Joreskog K. G. (1996), “Testing Structural Equation Models”, der. Bollen K, Scott Testing Structural Equation Models, Sage Pub, London.
Özdamar Kazım (1999), Paket Programlar İle İstatistiksel Veri Analizi, Kaan Kitabevi, Eskişehir.
Kline R. (1998), Principles and Practices of Structural Equation Modeling, The Guilford Press, New York.
McPherson Rowly, “Public Sector Quality Needs Self-Assessment (PSQNS), Canada Awards For Excellence”, www.magi.com
Parasuraman A, Zeithalm V A, Berry Leonard, (1988), “SERVQUAL: A Multiple - Item Scale For Measuring Consumer Perception of Service Quality”, Journal of Retailing, Vol: 64, No.1, Spring, S.12-40
Rago William V. (1994), “Adapting Total Quality Management (TQM) To Government: Another Point of View”, Public Administration Review, January-February, Vol. 54, No. 1, S. 61-64.
Rust Ronald, Cooil Bruce (1994), “Reliability measures for Qualitative Data: Theory and Implications”, Journal of Marketing Research, February, s. 9.
Schumacker, R. E., Lomax, R (1996), A Beginner's Guide to Structural Equation Modelling, Lawrence Erlbaum Pub, New Jersey.
Swiss James E. (1992), “Adapting Total Quality Management To Government”, Public Administration Review, July/August,, vol. 52, No. 4, s. 356-362.
The President's Quality Award Program (2000), Information and Application Form, United States Office of Personnel Management, s. 44-45, www.opm.gov.
Walsh Kieron (1995), “The New Public Service Management, Making Quality Critical, New Perspectives on Organizational Change”, ed. Adrion Wilkinson, Huge Willmott, Routledge, London.
Young Sung Kim (1998), “Transforming Government” www.cce.cornell.edu/community/govt/restructıring/ reinventing../ govtransform.htm