| Abstract [eng] |
The relevance of the subject. In today's service sector it is important not only to provide a service, but also to make it perform better quality. Once disappointed customer can not return back, so in order to attract a greater flow of customers, it is necessary to provide only the highest quality service and constantly look for ways to improve service quality. At this time, consumers are demanding more attention to service and quality of services provided. Prevailing positions that organization, which is able to build a good and strong service culture and providing quality service. The object of research - the public library of Jonava's quality of service. The aim - assessment of public sector services Jonava's Public Library as an example, to provide services of quality improvement recommendations. Objectives: 1. Figure out the importance of improving the quality of services and assessment issues; 2. To analyze the service quality evaluation of the theoretical and practical aspects; 3. Figure out Jonava's Public Library employees' opinions about their services and the quality of services; 4. Evaluate Jonava's public library service users about the quality of services. The main results of the work. The investigation revealed that the concept of services is closely related to their quality, and quality is one of the key service elements. In today's service sector is important not only to provide service to the customer, but also the highest quality workmanship to do it, so organizations must continually look for ways to improve service quality. Quality is one of the essential elements of the service and it is directly related to user satisfaction with the service provided. Seeking to ensure the effectiveness of the provision of services, it is essential for an objective assessment of the quality. There are distinguished three quality assessment and management models: ISO quality standards, balanced scorecard and SERVQUAL method. In order to ensure the reliability of the study was carried out two studies (quantitative and qualitative). A qualitative study was carried out with Jonava's public library staff. They were asked about library services and how they are regarded by consumers. The obtained results showed that the services provided, staff believes that satisfies consumers and users have the ability to select the most appropriate service from the library services offered. The quantitative research with consumers showed that residents of the district are likely to use the library's services. Most in demand are books borrowing, use of the Internet, search for information, advice and periodicals reading services. The study revealed that residents of Jonava's district is really satisfied with the work of the library, but it lacks new computers, a printer-friendly jobs. This work consists of 65 pages. The paper contains four sections, each with its own subdivisions. The work graphically depicted - 20 paintings. Further information is provided in tabular form, which work 8. At the end of the conclusions and recommendations Jonava's Public Library. The Annex contains a quantitative survey questionnaire. |
