| Abstract [eng] |
In Master’s thesis I’m analyzing the labor exchange services quality: on jobseeker;s perspective. Although service quality of public services from the recipient's perspective isanalyzed, but there is a lackof scientific literature examining the Labour Exchange as the main employment and service institution for quality, so formed problematic issue, for what signs of job seekers labor exchange services will be assessed how quality. The research object – Labor exchange services. The work objective – to explore the labor exchange service quality on the Jobseeker's perspective. The targets for achieving purpose: 1. Examine the quality of the labor exchange theoretical foundations in the context as a public authority. 2. Discuss about the labor exchange services and their implementation problematic aspects. 3. To investigate the labor exchange services provided quality on the Jobseeker’s perspective. 4. Identify the quality of Labor exchange service, improvement opportunities and ways. It was done the quantitative research. The survey instrument – questionnaire. Respondents –jobseekers of Alytus Territorial labour exchange Varėna’s department. After reviewing a variety of scientific sources, which lists the main public services the quality influencing factors it was decided that all of them can be divided into two main groups: institutional factors such asreliability, flexibility, the mode of supply, speed of service, accessibility, reputation and physical environment and human factors – empathy, professionalism, informative, obligingness, visual image. It was created the research methodology and it was performed Varėna’s labor exchange service quality analysis derived from theanalysis of scientific sources. By aggregated quality of service survey results we can conclude that their customers are satisfied with the services offered by the Labour Exchange, the best rated services criteria: empathy, obligingness, reliability, ethical issues. The work consists of: Introduction; Theoretical part; Part for the methodology presentation and research results analysis; Conclusions and recommendations; Literature and accessories: The work provides additions, 26 images, 10 tables, Used Lithuanian and foreign literary sources 66. The working volume of 65 pages. |
