VšĮ „Alytaus sporto ir rekreacijos centro“ teikiamų paslaugų kokybės vertinimas

Mackelytė, Judita

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VšĮ „Alytaus sporto ir rekreacijos centro“ teikiamų paslaugų kokybės vertinimas

Mackelytė, Judita

URI: http://dspace.kaunokolegija.lt//handle/123456789/2554

Data: 2019-06-04

Santrauka:

Paslaugų sektorius nuolat auga ir organizacija turi reaguoti į nuolat besikeičiančias grėsmes ir galimybes rinkoje. Organizacija turi sugebėti imtis veiksmingų priemonių sustiprinančių jų konkurencingumą. Todėl, tai yra būtina stebėti ir analizuoti. Šiame darbe nagrinėjama paslaugų samprata, paslaugų kokybės samprata ir paslaugų kokybės vertinimo modeliai. Remiantis mokslinės literatūros analize, atliktas VŠĮ „Alytaus sporto ir rekreacijos centre“ teikiamų paslaugų kokybės tyrimas pagal paslaugų kokybės vertinimo modelį.

Description:

Description of the thesis. The service sector is constantly growing and the organization needs to respond to the ever – changing threats and opportunities on the market. An organization must be able to take effective measures to strengthen its competitiveness. It is therefore necessary to monitor and analyse it. In this work, the concept of services, the concept of service quality and service quality assessment models are analysed. Based on the analysis of the scientific literature, the research of the quality of services provided by the Public Institution Alytus Sport and Recreation Centre was carried out according to the service quality assessment model. The main problem of the thesis. What is the quality of the services provided by the Public Institution Alytus Sport an Recreation Centre? Focused on the services provided by the public swimming pool of Public Institution Alytus Sport and Recreation Centre, how customer evaluated the quality of services according to the SERVQUAL model. Aim of the thesis. To get acquainted with the models of service quality assessment and to analyse the quality of services provided by the Public Institution Alytus Sport and Recreation Centre based on customer opinion. Object of the thesis. Quality of the public swimming pool of Public Institution Alytus Sport and Recreation Centre. Methods of the thesis. Analysis of scientific literature sources; questionnaire; analysis of data received. Structure of the thesis. The theoretical part discusses the concept of service and its features and the concept of service quality and service quality assessment models are presented. The analytical part of the paper discusses the results of the study, how users evaluate the quality of the services provided by the Public Institution Alytus Sport and Recreation Centre pool according to the SERQUAL model. The third part of the thesis offers specific solutions based on the theoretical and practical results on how to improve the quality of pool services. Results of the thesis. The quality of services of the swimming pool of Public Institution Alytus Sport and Recreation Centre is well appreciated by visitors. The quality of services provided to the pool visitors is as they expect because the gaps are not high between the expected and the quality of services provided. Short suggestions. It is proposed to improve the quality of services of the swimming pool of the Public Institution Alytus Sport and Recreation Centre in the following main directions: improvement of professional competence of employees, improvement of communication competence, improvement of information system.

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