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Assessment of Services Rendered by a Public Organization to the Citizen: The Perspective of Security in Peacetime


[ 1 ] Instytut Zarządzania, Wydział Zarządzania i Dowodzenia, Akademia Sztuki Wojennej | [ P ] employee

Scientific discipline (Law 2.0)

[5.6] Management and quality studies

Year of publication


Published in

European Research Studies Journal

Journal year: 2020 | Journal volume: Volume XXIII | Journal number: Issue 4

Article type

scientific article

Publication language


  • Bezpieczeństwo
  • Jakość usług
  • Poczucie bezpieczeństwa
  • Usługi publiczne
  • Zarządzanie publiczne
  • Wojsko
  • Citizen
  • Customer
  • Public services
  • Public goods
  • New Public Management

EN Purpose: This article discusses the possibilities and consequences of the Polish Armed Forces (which is a type of public organization) utilizing the concept of New Public Management (NPM). The key element of NPM focuses on the citizen – the customer of public services who assesses the quality of service and effects. The research aimed to evaluate the service understood as activities and the value that a citizen receives from the military units from the perspective of the need to ensure security in the time of peace. Approach/Methodology/Design: Scientific literature and results from the research among 600 inhabitants from the Polish cities and other reports were analyzed. The article contains the results of own analyses, which were carried out based on data obtained in the research conducted using a mix-mode research procedure CATI (Computer-Assisted Telephone Interviewing) and CAWI (Computer-Assisted Web Interview). Findings: To evaluate the service security offered by the armed forces, it is possible to use the Need-Feature-Benefit (NFB) principle, and its specification understood as a portfolio of implemented activities and values. The research results show that respondents who evaluated the values (like solidarity, justice, patriotism, love in human relations, conscientiousness, perseverance) higher also showed greater appreciation for the security service delivered by the armed forces. Practical Implications: The results are of significant importance to a public organization. The applied research allowed creating an approach to evaluating the armed forces' service applying the Need-Feature-Benefit (NFB) principle for practical implications that could help not only in Poland but also worldwide. Originality/Value: The research provides theoretical assumptions and practical answers to encourage further research globally.

Date of online publication


Pages (from - to)

623 - 637





Zawiera tabele. Bibliografia na str. 635-637.

License type

CC BY (attribution alone)

Open Access Mode

open journal

Open Access Text Version

final published version

Release date

2020 (Date presumed)

Full text of article

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