| Abstract [eng] |
72 pages, 12 tables, 12 figures, 79 references The aim of master thesis is to perform an assessment of the quality of the staff rental service, which would reflect the different stages of the system of providing this service, from the initial customer service to the experience gained by customers after they stop using this service, and to create a quality management model for the staff rental service. Tasks of master thesis: 1. After examining the scientific literature, determine the most important criteria for the quality of the staff rental service. 2. After analyzing the features of quality assessment methods and models, prepare a quantitative research concept. 3. During the author's research, it was determined which dimensions of the quality of the staff rental service are the most important in the different stages of the provision of this service. 4. To evaluate the satisfaction of temporary employees with the employee rental service and the influence of the quality of this service on their loyalty. 5. To create the concept of the quality assessment model of the staff rental service. The following methods were used in the master's thesis: analysis of scientific literature, descriptive quantitative research, systematization of data, interpretation of obtained results and graphical representation of data. The master's thesis consists of three parts. The first part is dedicated to justifying the theoretical aspects of the quality of the staff rental service and customer satisfaction with them. A detailed analysis of the scientific literature is presented, which includes the topics of service quality assessment, its management in organizations and customer satisfaction, and a systematic analysis of the development and characteristics of the staff rental service is carried out. After systematizing the most important factors determining the quality of the employee rental service, the concept of evaluating the quality of the employee rental service was formulated. The second part of the master's thesis is devoted to the presentation and justification of the research methodology. After determining the inconsistency of the quality assessment of the staff rental service, when the quality of the service is assessed not from the perspective of the temporary employee, but from the perspective of the user of the staff rental service, an author's research methodology was developed. A survey questionnaire was prepared, the basis of which is the SERVQUAL model method adapted by the author. The purpose of the study is to evaluate the quality of the staff rental service by revealing the satisfaction of temporary workers with the staff rental service at different stages of the provision of this service and to determine the influence of the service quality perceived by temporary workers on their loyalty. In the final work, a quantitative study was applied, for which the SERVQUAL model adapted by the author was used to measure the quality of the staff rental service based on the perspective of temporary workers. It was established that temporary workers evaluate the quality of the staff rental service at different stages of its provision only moderately favorably. The research helped reveal the factors that influence the expectations of temporary workers for the staffing service at different stages of its provision. The analysis of the collected data also made it possible to confirm two research hypotheses: Hipotezė H1 – Temporary workers perceived quality of staffing service is positively related to their perceived satisfaction with the service provided. Hipotezė H2 – Temporary workers satisfaction with the staffing service is positively related to their loyalty. |
