Biržų kūno kultūros ir sporto centro paslaugų kokybės vertinimas

Jasevičius, Tomas

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Biržų kūno kultūros ir sporto centro paslaugų kokybės vertinimas

Jasevičius, Tomas

URI: http://dspace.kaunokolegija.lt//handle/123456789/2553

Data: 2019-06-04

Santrauka:

Paslaugos yra neatsiejama žmogaus kasdienybės dalis. Įmonės teikiančios paslaugas konkuruoja dėl klientų. Tam, kad klientas būtų patenkintas svarbu užtikrinti paslaugų kokybę. Paslaugų kokybės užtikrinimas lemia klientų norą naudotis paslauga ir rekomenduoti ją kitiems. Tai leistų paslaugos teikėjui plėsti pasiūlą, didinti pelną. Todėl itin aktualu paslaugos teikėjui atlikti tyrimą, kurio metu būtų analizuojama paslaugų teikimo kokybė, ar pateisinami, o gal net viršijami klientų lūkesčiai.

Description:

Quality assurance of the services is a very important factor in the existence of every service provider, which enables customer satisfaction, loyalty and attracts new customers. In order to ensure the quality of services, you need to know what kind of services you provide, what the services are, what‘s their quality, and what factors will determine customer satisfactions in the service. The main problem of the Service quality evaluation of Biržai kūno kultūros ir sporto centras – To find out if the services provided by Biržai Physical Education and Sports Center meet customer expectations and how to improve the quality of services provided. Objectives of the service quality evaluation of Biržai kūno kultūros ir sporto centras – To evaluate the quality of sports services provided by Biržai Physical Education and Sports Center and make suggestions for improvement. Methods of the service quality evaluation of Biržai kūno kultūros ir sporto centras – The Paper uses the analysis of scientific literature, questionnaire survey, conclusions and suggestions. The structure – Theoretical part contains discussion of the services and quality definition and the analysis of the models of service quality assessment. In the analytical part, a questionnaire is created, graphical tools are used to analyse and present the results of the research. The conclusions of the study are formed and the suggestions are being made. The Results – After analysing the scientific literature, it can be stated, that the quality of service management is widely discussed by the service providers, since it is important to them. In the literature, the service is defined as a process in which the client is the premise and the outcome of the process. The service is distinguished by its features; intangibleness, unsustainability, diversity and identity. The quality of service is defined as the compliance of the service with the client’s expectations, which assumes that the main purpose of the service quality is to ensure the customer’s satisfaction. The service quality assessment models (SERVQUAL, KANO, FAIRSERV) discuss the expectations of consumers and improve the quality of services. Having evaluated the quality of services provided by Biržai Physical Education and Sports Center, it can be stated, that the users of the center services are satisfied with the quality of the services provided, but there is room for improvement. The main factors that allow the high quality of the hides provided to be appreciated are reflected in the following dimensions: Most of the shortcomings of the care, users have noticed in the following dimensions: Suggestions: 1. To improve customer satisfaction with the quality of services provided by Biržai Physical Education and Sports Center, the tactics of the center should be improved. Increasing customer motivation with small handbags - notebooks, pens would help aswell. Something that would make the customer to always think about the center. 2. Employees should be encouraged to continue to provide quality service to customers, for example with additional paid free days, training and business trips, cash bonuses. The quality of employees behaviour and competence were one of the most prominent features of individual issues, therefore, the employees' commitment to the Biržai Physical Education and Sports Center, as well as the city itself and the aspiration to develop young athletes, are clearly visible.

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