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RESEARCH PRODUCT

Management of Litigants’ Satisfaction in their Quality of Legal Services’ Customers Provided by the Courts

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Abstract The quality of public services provided by the courts became one of the most important objectives in all developed countries. According to the current requirements, organizations must respond more promptly to the society’s needs and demands. The citizen / customer’s position and role became essential taking into consideration these changes and reforms, the quality of legal services depends on the user’s demands and expectations holding a strong subjective character. On the other hand, the quality does not apply solely to the final product, namely the court’s decision, but to all related activities carried out during the whole process, the way the citizens perceive all the adjacent activities. In this context Quality Management must identify appropriate methods and techniques to manage the customer’s approach in all its complexity, from the analysis of the importance of learning about their needs, their expectations, and factors influencing the perception to the measurement of the customer satisfaction and not least the management of it.