центр занятости,
государственное управление,
структурное моделирование,
качество услуг
Abstract
Problem. This study focuses on assessing the quality of public services provided by employment centers amidst the transformation of the public administration system and the integration of new territories of the Russian Federation, specifically the Zaporozhye region. It identifies an insufficient development of analytical tools for a comprehensive assessment of citizen satisfaction, considering the interrelationship between service quality and accessibility indicators. Methodology. The work is based on data from a sociological survey among recipients of employment center services to identify factors of service quality significant to the population, with a total sample size of 500 people. Based on this data, a structural model (PLS-SEM) was constructed to evaluate variables such as "service quality," "service accessibility," and "satisfaction," calculate statistical indicators for the model's constructs, and identify the significance of their interrelationships. Research Results. A statistically significant positive influence of the quality and accessibility of public services on citizens' overall satisfaction was established. The model's coefficient of determination demonstrated a high explanatory power of the factors, a comparable strength of impact between service quality and service accessibility was revealed, and a high correlation between these latent variables was recorded, indicating a holistic perception of the service by recipients. Practical Application. The research results can be utilized by public authorities and the management of employment centers in developing measures for management optimization, implementing customer-centric standards, forming performance indicators for personnel, developing electronic services, and organizing regular monitoring of citizen satisfaction with the quality and accessibility of public services. The structural modeling methodology tested in this work yields useful results in analyzing survey data and opens new opportunities in modeling the overall qualitative picture of service delivery in employment centers.
