Kauno krepšinio mokyklos „Žalgiris” teikiamų paslaugų vertinimas berniukų tėvų požiūriu

Smetonis, Saulius

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Kauno krepšinio mokyklos „Žalgiris” teikiamų paslaugų vertinimas berniukų tėvų požiūriu

Smetonis, Saulius

URI: http://dspace.kaunokolegija.lt//handle/123456789/2626

Data: 2019-06-05

Santrauka:

Temos aktualumas atsiskleidžia tame, kad Lietuvoje įmonei darosi vis sudėtingiau išsilaikyti prieš rinkos senbuvius. Tam reikalinga aukšta paslaugų kokybė ir tinkamas jų pateikimas. Ir šioje vietoje, įmonių vadovai susiduria su problema – kas yra kokybė? Kuris vertinimas (objektyvus ar subjektyvus) yra teisingas? Tačiau teoriniai instrumentai, tokie kaip mokslininkų sukurti paslaugų kokybės vertinimo modeliai (pvz. SERVQUAL), tinkamai pritaikyti įmonėse ne tik palengvintų darbą, padėtų sutaupyti lėšas, tačiau ir padėtų išvengti galimų problemų.

Description:

Description of the professional BA The topic is revealed by the fact that it is becoming more and more difficult for a company in Lithuania to survive against the market's old companies. This requires a high quality of service and proper presentation. And in this place, business leaders face the problem - what is quality? Which assessment (objective or subjective) is correct? However, theoretical instruments such as service quality assessment models developed by scientists (eg SERVQUAL), not only facilitate work, but also save money, but also help avoid potential problems. The main problem of the professional BA thesis – Kauno basketball school “Žalgiris“ pupils boy’s parents satisfaction with service quality. How can Kauno basketball school “Žalgiris“ improve their service quality? The aim of the (professional BA thesis) – Kauno basketball school “Žalgiris” pupils boys’ parents research on satisfaction with the services provided. Objectives of the (professional BA thesis): Kauno basketball school “Žalgiris” pupils boys’ parents opinion about service quality. Methods of the (professional BA thesis) – 1) Scientific literature analysis on quality of services; 2) Questionnaire; 3) Descriptive statistics. The structure – The theoretical part discusses the concept of service, its features and the concept of service quality and the evaluation of service quality in relation to consumers. Service quality models and the most appropriate model for this service research are presented. The analytical part presents the characteristics of Kaunas basketball school “Žalgiris”. Describes research methodology and organization. The results of the research and their analysis are also presented. The design part provides recommendations and possibilities for improvement. The results/conclusions Thus, it can be said that the quality of services provided by “Žalgiris” basketball school is evaluated positively. The lowest overall average is the response dimension and can improve school communication speed, a slightly better overall average is empathy, where you can improve the comfort of your training time, and the overall good average of the reliability where you can improve your school's online communication, the tangible dimension where you can improve aesthetics of premises (cleanliness, cosiness, interior), and the best overall average of this study is the level of certainty in which the child's data is kept at school. Short suggestions/recommendations: the quality of services of Kaunas basketball school “Žalgiris” is evaluated positively. Improving the quality of the response dimension recommendation can be achieved through effective feedback. The empathy dimension recommendation for quality improvement is the installation of a waiting area/class where children could spend time after training while waiting for parents. The reliability dimension recommendations for quality improvement are the creation of a web page and increased activity on Facebook and Instagram accounts. The tactility dimension recommendations for quality improvement are the incorporation of gym cleaning in the evening between training sessions. The dimension of assurance recommendations for quality improvement is to inform the parents of the pupils when signing an agreement on the protection of children's data.

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