The Hidden Factors of Public Administration in Poland

Public sector has a great importance for the contemporary society. It is the quality of provided services that is becoming more and more significant in its functioning. The main aim of public institutions is to serve the local society and provide services at the highest level. The authors of this article have surveyed the quality level of service provided by the Municipal Councils in Silesian voivodeship. The analysis was conducted on the basis of research done by means of questionnaire based on the Servqual methodology. Twenty eight variables were included within the scope of the research. The aim of the paper was to conduct an extrapolation analysis of hidden factors of 28 attributes of service quality in public administration. On the basis of the hidden factors analysis attributes were divided into five factors. On the basis of the research, it can be observed that when studying service quality by means of Servqual method, a classical division of variables in Servqual method into five areas can be unquestioningly followed. It should be remembered that this division was created for financial services and it does not have to be right for other service sectors.