Quality of service of the public administration in the Road transport service in Albania

• Author: Suela E. Shpuza
• Pages: 312-314

Vol. 2 No. 2

July 2016

Academic Journal of Business, Administration, Law and Social Sciences

IIPCCL Publishing, Tirana-Albania

ISSN 2410-3918

Acces online at www.iipccl.org

312

Quality of service of the public administration in the Road transport service in

Albania

PhD (C.) Suela E. Shpuza

Abstract

Quality represents a key element to achieve the performance, especially customer service qual-

ity. In response to the pressure of globalization, the market has become increasingly competi-

tive and many organizations actively seek ways, to add value to their services and improve

theirquality ofservice Organizationsusually tendto maketheir operationsecient This

process begins with the assessment of customer needs, their requirements and performance of

domestic human resources. Based on the study of literature questions regarding the impact of

customer quality, customer service are aroused in the performance of the departments of Road

Transport Services in Albania, based on interviews collecting information about the process,

methods, system and process quality management.

Keywords: road, transport, quality, public administration, Albania.

Introduction

This article is based on the method of Matrix balanced scorecard (BSC), which is

a management system that enables organizations to clarify the vision and strategy

and translate them into concrete actions (Kaplan & Norton, 1992). Also, this model

provides feedback on internal and external business processes at the same time

about their results (Kaplan & Norton, 1993). BSC suggests that organizations should

be judged from four perspectives which include consumers nance process

and innovation & learning .Other methods used in this paper are the descriptive,

qualitative, quantitative method, through which marketing strategies have been

described through direct interviews and a structured questionnaire.

Quality is tness for use Juran  Quality is conformity to requirements

Crosby  It is an agreement provided for uniformity and dependence

withlowcosts byadapting tothemarket Deming quotedin Other

scholarsasFeigenbaum essentially denedquality as away ofmanaging

theorganization SixyearslaterOakland gaveamore practicalsensetothisterm

implyingthelaerfulllingconsumerdemands

Aerthes thecreation ofthe InternationalStandardsISO wascreated which

impliesthetotal qualityofthecharacteristics ofanentitythat appearonitsability

to satisfy the needs expressed or implied (ISO 8482: 1994: vii). Japanese standards

fortheindustry usethewordentitywhichisasubstituteofthewordgoodsand

services implying quality the production system that satises the demands of

workers. Feigenbaum (2010) extends the meaning of this concept in an organization

in what would later be called Total Quality Management.

Quality management in the organizational context will be the application of certain

practices and techniques which ensure that the nal product or output of an