| Abstract [eng] |
The main goal of this master's thesis is to study the elements of service quality assurance processes and models and their relationship in the provision of services based on the sharing economy. The following methods were used in the master's thesis: analysis and synthesis of scientific literature, questionnaire survey, statistical processing of quantitative data using SPSS for Windows software package. Microsoft Office Excel program was used for graphical representation of data. The work consists of three main parts: analysis of scientific literature, research methodology and description of research results. Conclusions and suggestions are presented at the end of the work. The analysis of the scientific literature reviews the concept of service quality, principles and models of service quality assurance, the concept of sharing economy, operating principles, the relationship with the traditional economy and the issues of service quality assurance. After analyzing the scientific literature, an author's (empirical) research plan and a research instrument were prepared. The aim of the study was to evaluate the characteristics of transport sharing services and the characteristics of the online platform that lead to better quality assurance of services. In order to achieve the goal of the research, a quantitative survey was conducted - a questionnaire survey of users and providers of transport sharing services. An anonymous questionnaire was developed for the survey, in which the questions provided helped to identify respondents' experiences of using transport sharing services; perceived quality of transport sharing services; perceived quality of the transport sharing service platform; overall satisfaction with transport sharing services and loyalty. The results of the study revealed that the better quality of transport sharing services is determined by the three main characteristics of services: assurance, responsiveness and reliability, which are related to the courtesy of service providers; prompt response to submitted inquiries; convenient and fast ordering of services; rapid response to problems; the wide range of services offered and the security felt during the provision of services. And the better quality of the service platform is determined by the three features of the platform - privacy, efficiency and performance, which are associated with better security of personal data, more convenient and easier use of the platform and compliance of the service described in the platform with the real service. The results of the study confirmed the hypotheses made at the beginning of the study and stated that a good evaluation of the quality of transport sharing services and a good quality of the platform increases overall customer satisfaction and increased customer satisfaction with the service provider. However, after deriving the regression equation, the observed effect of perceived service and platform quality on loyalty is statistically insignificant. Summarizing the results of the study, the researcher believes that the quality assurance processes of services in the sharing economy are similar to the processes of traditional services, therefore a common service quality assessment model can be applied to their evaluation. However, on the other hand, the two forms of service differ in the way services are ordered, where the prerequisite for sharing economy services is an online brokerage platform through which services are ordered. Therefore, additional evaluation models are needed to assess the quality assurance processes of services in the sharing economy. Further research is important to verify the assumptions made by the researcher, for which the researcher makes a number of practical suggestions. |
