| Abstract [eng] |
SUMMARY 73 pages, 4 tables, 14 images, 69 references. The purpose of the master's thesis is to create a model of the service quality assessment system provided by municipalities after analyzing the scientific literature and legal documents. The following methods were used in the master's thesis: analysis of scientific literature, in which analyzed service quality assessment models, document analysis used to analyze the provisions of quality standards and their application in municipalities, as well as data collection for author's research and synthesis, interpretation of results and graphical representation. The paper consists of four main parts. The first part examines the concept of municipal services. The second part discusses various service quality assessment models. The third part describes the author's research methodology, and the fourth part describes the data analysis and interpretation. Conclusions and suggestions are presented at the end of this master's thesis. The analysis of the literature, documents and the results of the author's research showed that ensuring the quality of services provided by the municipality is one of the priorities of municipalities, therefore they are constantly looking for ways to assess and ensure the quality of services. Therefore, programs for the improvement of public administration are being developed, the purpose of which is to increase the openness of public administration processes and encourage public participation in them, to provide good quality administrative and public services. The author's research established how the residents of municipalities and service users evaluate the quality of services provided to them. After analyzing the results of the research and analyzing the provisions of legal acts and municipal documents, a model of the municipal quality assessment system was developed. The evaluation process needs to be ongoing in order to monitor changes in consumer expectations and satisfaction. The amount of data collected needs to be taken into consideration in the ongoing evaluation, as it will need to be processed on an ongoing basis. If the evaluation is unsystematic, one-time, or episodic, the evaluation will be less effective. The created model of assessment system should be adapted as needed, but the key elements should remain unchanged. |
