Relationships between Consumer Orientation and Employee Satisfaction in Public Services

The government organization has started to focus more on its citizens and public service to respond to environmental changes. Most government organizations however have much difficulty in making themselves more customer-friendly than their private-sector counterparts. To improve the quality of public service provided by the government, this study proposes an information system for improving the public service process based on customer indices. The system makes use of marketing survey data from civil panels and calculates several types of indices to identify key processes and build customer retention and maturity strategies. We present a practical application of the information system and summarize its benefits as follows: saving time and money in conducting surveys, better understanding of organizational processes based on various surveys, and visualizing customer indices relationships to enhance the quality of internal and external public services.