Problem of assessment satisfaction with the quality of public services in western and domestic sociology

Based on the analysis of international experience in conducting research of satisfaction of citizens of public services quality (including state and municipal services), the author examines the changes in orientation in the methodology and tools for assessing the quality of these services and comes to the interpretation of "satisfaction of public services quality" as the basic concept, integrated characteristics evaluation of the quality of services provided by state and municipal authorities. It is alleged that one only objective indicator can not evaluate the quality of public services, so the development of measurement has evolved towards inclusion in the methodology, methodology and research tools indicators of subjective evaluation is "satisfaction with public services quality." "Satisfaction with the service" is a subjective evaluation of the degree of consumer implementation service provider's needs and expectations. Thus, the "satisfaction with the quality of public services" can be interpreted as a subjective assessment of a citizen (consumer) level implementation his needs and expectations of the state or municipal authority, acting as a service provider. The author argues that the quality of public services satisfaction is the basic criterion not only subjective assessment, but also an indicator built into the unit of measurement other objective measures, as an indicator of their subjective assessment. Satisfaction with the quality of the budget (state and municipal) services sociologists try to derive from the balance between the expectations of citizens when applying to the authorities for obtaining services and evaluation of the experience. The author argues that the analysis of the quality of public services is justified to use the following criteria: 1) public services completeness criterion; 2) test the quality of public services; 3) criterion of availability of public services; 4) criteria timeliness of public services; 5) criterion of the state of public services beneficiaries satisfaction (as overall satisfaction with public services and quality as subjective indicators for each indicator).