UAB „Redokas“ teikiamų paslaugų kokybės vertinimas

Lukaševičienė, Erika

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UAB „Redokas“ teikiamų paslaugų kokybės vertinimas

Lukaševičienė, Erika

URI: http://dspace.kaunokolegija.lt//handle/123456789/539

Data: 2018-06

Santrauka:

Atsižvelgiant į didėjantį įmonių teikiančių paslaugas konkurencingumą, vis didesnis dėmesys skiriamas teikiamų paslaugų kokybės tyrimams. Šio darbo tikslas – išanalizavus ir įvertinus kavinės „Redokas“ teikiamų paslaugų kokybę, pateikti pasiūlymus paslaugų kokybės gerinimui. Paslaugų kokybei tirti naudojamas Servqual metodas. Tyrimo rezultatai bus taikomi UAB „Redokas“ teikiamų paslaugų gerinimui.

Description:

Erika Lukaševičienė. Professional BA thesis. Quality Evaluation of Services Provided by UAB Redokas. Supervisor Assoc. Professor, Doctor Valdemaras Makutėnas. Kauno Kolegija/ University of Applied Sciences, Faculty of Management and Economics, Department of Administration. - Kaunas, 2018. 44 pages. Description of the professional BA thesis. In the catering business it is obviously noticeable that the main reason of the majority of problems arising between the customer and service provider is unsatisfied customer’s expectations. When describing the quality of services a customer relies on certain features that are important in his/her opinion, therefore, catering companies have to find out exact customers’ needs because customer satisfaction allows the company to gain competitive advantage on the market and at the same time successfully carry out business activities. The main problem of the professional BA thesis. The services provided by café Redokas are often criticized for their quality, therefore, the manager and employees of the company are concerned about it. Decreasing business income and customer flows, and also deteriorating image of a company show that there is a problem because the customers are not satisfied about the services provided by the company. For this reason, research on quality evaluation of services provided by Redokas UAB will have a great practical importance in order to explore customers’ expectations and it will also allow improving the quality of services accurately and purposefully. The aim of the professional BA thesis. The aim of this paper is to provide proposals to improve the quality of services after the analysis and assessment of quality of services provided by café Redokas. Methods of the professional BA thesis. The methods of the research are the following: analysis of theoretical, scientific and publicistic literature, systematization and summarizing, questionnaire survey, interview, grouping of data, methods for distinguishing main reasons, priorities and consequences and their graphical analysis. The structure. The paper consists of three parts. Theoretical aspects of the quality of service provision in catering companies are discussed in theoretical part. The analytical part provides short information about café Redokas, as well as research methods, research duration, research results and their analysis. The last part presents possibilities to improve service provision in company Redokas UAB. Suggestions/recommendations. One problem is that the customers are not satisfied about the environment, so the paper suggests solving this problem by renewing exterior and interior of the company, also to change outdated equipment and other electronic equipment, and to install proper ventilation system. It is also proposed to give employees opportunity to undergo training to learn specifics in order to provide reliable services to correct indicated shortcomings. Furthermore, it is recommended to create a website in order to facilitate availability of information for clients and to advertise activities of the company. In addition, it is needed to investigate Redokas UAB services constantly in order to improve activities of the company. The professional BA thesis consists of 44 pages, 9 tables, 15 pictures, 30 references and sources of information, 6 appendices.

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