Quality, satisfaction and trust within the federal government

Persons :

• Prof. dr.  BOUCKAERT Geert - Katholieke Universiteit Leuven (KU Leuven)
  Financed belgian partner
  Duration: 1/1/2001-31/12/2002
  

Description :

The study will reveal the relationship between the effects of the federal process of change, in particular quality, satisfaction and trust. A clearer insight into these concepts, the relationship between them and their explanatory parameters will provide support for the choice of instruments, concepts, standards and strategies analysed in an international comparative study.

OBJECTIVES

The study will investigate the conditions under which processes of change geared to increased quality may lead to greater satisfaction and enhanced trust. The international comparative study will produce a clearer insight into the relations between "quality", "satisfaction" and "trust". The instrument map will be analysed according to concepts, measurement techniques, standardisation and improvement strategies and will result in a clearer insight. Ultimately, the transposition of the Belgian context will result in a practical guide.

Documentation :

Kwaliteit in de overheid : een handboek voor kwaliteitsmanagement in de publieke sector op de basis van een internationaal comparatieve studie  Bouckaert, Geert - Thijs, Nick  Gent : Academia Press, 2003 (PB5930)

Kwaliteit in de overheid. Een handboek voor kwaliteitsmanagement in de publieke sector op basis van een internationaal comparatieve studie : samenvatting    Brussel : Federaal Wetenschapsbeleid, 2003 (SP1128)
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