Cele mai multe studii si cercetari efectuate in domeniul calitatii serviciilor evidentiaza faptul ca baza evaluarii calitatii serviciului este experienta individuala a clientului cu un anumit serviciu. Cercetarile care promoveaza aceasta idee se regasesc atat in "scoala europeana" (mai exact,...

This paper describes the objectives, the general architecture and the components of the web-based system for quality evaluation of the on-line public services developed using the framework of the complex research project “System for quality evaluation of the on-line public services for...