Assessment of Quality of Services Provided by Anykščiai Utilities from a Consumer Perspective

Aleksandras Patapas, Vilma Vilutytė-Žilienė


Public service plays a significant role in our everyday lives. Lately, the issue of quality of public service provision has become increasingly relevant for the society. The society is becoming more demanding and increasingly interested in the issues relevant to it and related to the public service quality; consequently, it hopes, expects and requires better quality of service. A guarantee of consumer satisfaction with the service quality is often prevented by the lack of sufficient knowledge on consumer needs and values.
The aim of this article is to assess the quality of services provided by Anyksciai Utilities from a consumer perspective. The authors seek to analyse the existing situation, also to explore and evaluate the quality of the public services provided, and to reveal the opportunities to improve their provision.


service; consumer; quality

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"Public Policy and Administration" ISSN online 2029-2872 / ISSN print 1648-2603