Ocena działalności oraz pracowników Agencji Restrukturyzacji i Modernizacji Rolnictwa. Studium przypadku wybranego biura powiatowego

Abstract

This paper summarizes perceptions of the performance of the Agency for Restructuring and Modernization of Agriculture in delivering services to farmers being its key customer group. The research utilized the case study method involving document reviews, observation, survey and interviews. Data were collected using questionnaires completed by 20 farmers living in village of Lichty of Czemierniki commune, who have been service users of the agency’s district office in Radzyń Podlaski. The survey was conducted during February and March of 2008. Key objective that guided this research was to assess the opinions of the farmers regarding the importance and performance of received services as well as satisfaction with the agency’s staff. The sample farmers reported quite high levels of satisfaction with the agency’s overall performance (service delivery and human resources functional skills). The average satisfaction score weighted by the importance assigned to each performance attribute was 3.8 points. The analysis revealed also that the staff of the office (including its courtesy, friendliness, knowledge ability, professionalism) on average was assessed at 4 on a 5-points scale with 1 being the lowest score