MB „Vilasta LT“ teikiamų paslaugų kokybės gerinimas

Bubnelis, Lukas

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MB „Vilasta LT“ teikiamų paslaugų kokybės gerinimas

Bubnelis, Lukas

URI: http://dspace.kaunokolegija.lt//handle/123456789/1023

Data: 2018-06

Santrauka:

Darbo problema - išreiškiama klausimu: kokie teikiamų paslaugų kokybės gerinimo sprendimai yra priimtiniausi MB ,,VILASTA LT”? Darbo tikslas - išanalizuoti paslaugų kokybę ir pateikti paslaugų kokybės gerinimo sprendimus MB ,,VILASTA LT”. Darbo metodai: Lietuvos ir užsienio autorių mokslinės literatūros bei internetinių šaltinių analizė, taikytas kiekybinio tyrimo metodas - anketine apklausa. Darbo struktūra. Teorinėje dalyje aptariama paslaugos esmė skirtinguose kontekstuose, pagrindinės paslaugos savybės bei jų turinys, išsamiai išanalizuota paslaugų kokybės samprata, išnagrinėti paslaugų kokybės vertinimo modeliai ir jų charakteristika. Analitinėje darbo dalyje pateikiami tyrimo rezultatai atlikus MB ,,VILASTA LT” situacijos analizę bei empirinį paslaugų kokybės tyrimą.

Description:

Lukas Bubnelis. Professional BA thesis. Improvement of service quality provided by MB „Vilasta LT“ community. Supervisor Lekt. Dr. Laimona Šliburytė Kauno Kolegija/ University of Applied Sciences, Faculty of Management and Economics, Department of Administration. - Kaunas, 2018. 57 pages. The basis for the modern organization's activities is the provision of quality services that meet the expectations and benefits of consumers, and the continuous increase of its value. Improving the quality of service provided to organizations seeking competitive advantage and leadership in the market is one of the strategic goals and safeguards for survival. In order to enable the company to survive in conditions of intense competition, the latter must constantly monitor and evaluate the market situation, introduce the most advanced technologies and provide the highest quality services to the consumer. The main problem of the professional BA thesis is expressed in the question: what solutions for improving the quality of services provided are the most effective solutions for small Vilasta LT community? The aim of the professional BA thesis – to analyze the quality of services and provide solutions for Improvement of service quality provided by MB „Vilasta LT“ community. Methods of the professional BA thesis – scientific literature analysis of Lithuanian and foreign authors, analysis of internet sources, questionnaire survey. The structure. The theoretical part discusses about essence of the service in different contexts, the main features of the service and its content, a comprehensive analysis of the quality of services, the analysis of service quality assessment models and their characteristics. The analytical part of the work introduces the results of the research according to the analysis of the situation of small VILASTA LT community and the empirical study of the quality of services. The small VILASTA LT community research results have shown that the quality of the quality of all services is expected to exceed the quality achieved. The quality expectations on average are 4.28 points, while the quality is 3.66 points. This shows that overall quality is judged on average against the expected quality. It has been determined that the most important criteria for reliability and certainty for respondents, and the least important is tangibility and empathy. The small VILASTA LT community offers a thorough review of all possibilities of reducing the prices of services provided to meet customer expectations. It is recommended that time and financial resources be created to create a modern and modern physical environment in order for customers to be happy to use the services. Proposed the small VILASTA LT community to use the SERQUAL method in its activities, which would help to find out the level of quality of provided services and foreseeing further actions in order to achieve higher than average quality of services. The work consists of 57 pages, 12 tables, 16 pictures, 31 references and sources of information, 1 appendice.

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