Assessing service quality in charity and voluntary organisations

摘要: This paper gives the first report of a survey Scottish charities and voluntary organisations conducted in November 1995. The overall aim was to ascertain how these currently articulate, assess monitor quality service they provide. From analysis 199 usable questionnaires it would appear that many are marketing research oriented have an upward communication system place which allows frequent face-to-face interactions between client-contact personnel management. They state strong commitment possess internal programmes for improving it. These findings require be further investigated terms nature extent systems procedures support continuous improvement this increasingly important sector economy.