THE CONSUMERS VIEW OF THE PUBLIC SERVICE QUALITY

Upravljanjem kvalitetom je danas od velike važnosti unutar svake organizacije i u općoj kvaliteti života koja ovisi o mnogo komponenata kao što su sigurnost, stanje prirodne okoline i njezine zaštite, dinamika općeg napretka u društvu i unutar toga napretka u gospodarstvu. Osim toga, ako se organizacija odluči za primjenu i uvođenje strategije upravljanja odnosa s potrošačima, treba voditi računa o privatnosti potrošača kako nebi prevladali negativni efekti. Upravljanje odnosom s potrošačima predstavlja iterativni proces stalnog prikupljanja podataka o njima, kolekcioniranja istih, te pretvaranja niz nasumičnih kontakata u interaktivni odnos organizacije i potrošača. Ovaj rad prikazuje na koje načine javne usluge koriste strategije upravljanja i prevladavaju probleme na koji nailaze. Na temelju istraživanja vidljivo je da svaka javna i privatna usluga mora biti kontrolirana, regulirana i osigurana od onih koji vladaju.Managing quality in todays time is of big importance, both as part of organisations as of general life quality, that depends on many factors; such as safety, the state of the environment and its preservation, the dynamics of general advancement in society and as a part of that advancement in economy. Besides that, if the organisation decides on applying or introducing strategies of managing consumer relations, its necessary to keep account of privacy agreements in order to avoid negative effects. Consumer relation represents and iterative process of constant data collection about them, and building a line of random contacts into an interactive relationship between the organisation and the consumer. This work shows the different ways public services use strategies of control and how they overcome the problems they face. Research has shown that every public or private service needs to be controlled, regulated and insured from the ones in control