Santrauka:
Teorinėje dalyje apžvelgiama paslaugos samprata, paslaugos kokybės samprata, kaip valdoma paslaugos kokybė bei paslaugų kūrimas/diegimas. Antroje dalyje aprašoma „Tornado“ KM veikla. Taip pat atliekamas tyrimas – „Tornado“ KM auklėtinių tėvų anketinė apklausa. Gavus rezultatus, išanalizuoti tyrimo rezultatus ir juos aprašyti. Trečioje dalyje – išvados ir pasiūlymai, padėsiantys gerinti „Tornado“ KM paslaugų kokybę.
Description:
Daumantas Jakučionis. Professional BA thesis. Improvement of the Service Quality of Basketball School „TORNADO“. Supervisor doc. dr. Giedrius Romeika. Kauno Kolegija/ University of Applied Sciences, Faculty of Management and Economics, Department of Sports Management. Kaunas, 2018.
The board of the Tornado Basketball School has expressed a desire to find out what consumers think about them and where to improve, so submitting anonymous questionnaires will be conducted by school users and doing an analysis, to make conclusions. The main problem of the thesis - how to improve the quality of the services of basketball school "Tornado", after research and scientific analysis. Objectives of the thesis - after analyzing the scientific literature on the improvement of services, analyzing the results of the research, submit proposals for the basketball school "Tornado" for the improvement of services. Methods of the thesis - scientific literature analysis, questionnaire survey, analysis of research results, document analysis. The structure - The theoretical part covers the concept of service, the concept of service quality, how the service is managed and the development / implementation of services. The second part describes the "Tornado" KM activity. Also, the survey is a questionnaire survey of Tornado KM kids parents. After the results, analyze the results of the study and describe them. The third part - conclusions and suggestions to help improve the quality of Tornado's KM services. The work consists of 40 pages, 2 tables, 16 pictures, 19 references and sources of information, 3 appendices.
