| Abstract [eng] |
Lithuanian economy is going through a transformation – the globalization is changing the production of goods for development by the accumulation of innovation, competence growth, attracting new technologies. Service business compared to manufacturing, becoming one of the most important economic driving forces. The service area is very broad. The business sector occupies the largest service area like airlines, banks, hotels, consulting firms, insurance companies and others. One of the important components of the service sector – insurance sector. In recent years, Lithuania's insurance market has great development potential. Insurance companies must to discover a way to survive in a competitive environment. They need to create a personalized and long-term partnerships with customers and to gain recognition for quality services. Since the customer is not relevant to the individual service elements or stages. The question is how to create the management tools and to link them into a single system. Therefore, one of the organization’s tasks is to decide which quality management model to choose, how to install it and how to successfully develop. The scientific literature provides many models of service quality. All models reveal the complexity of the service quality assessment and show which model does not disclose the exact quality of service. The analysis of service quality models showed that most of service quality models are used to conceptualize what is the quality of service and to show how it works but does not seek to control the service quality management. |
