| Abstract [eng] |
Quality assessment of service delivery process in the context of social business The main purpose of this master thesis is to after analyzing the elements and models of service provision process quality assessment in the scientific literature and identifying the most important principles of social business, to form a theoretical service provision process quality assessment model adapted to social business and conduct research to help identify opportunities for social business service quality assessment process improvement. The work consists of three main parts: the analysis of scientific literature, the research methodology and research results, and conclusion and recommendations. After the literature analysis research design was set up, research methods and indicators were selected. Two research methods are used: qualitative research method (from the service provider's point of view) - semistructured interview, quantitative research (from the service user's point of view) - questionnaire survey, the obtained data are analyzed using SPSS data processing program. Research results - parts of the planning stage of the service provision process - service planning, control and assessment of consumer expectations, determine decisions on how the service will be provided in the implementation stage, i.e., proper implementation of the planning stage ensures a quality service provision process. The quantitative study found that the expected service and the received service are directly related. Socially responsible customers have higher expectations. The quality of service has a strong relationship with price and speed of service. The conclusions and recommendations summarize the main concepts of literature analysis as well as results of empirical research. It is important to define customer expectations and direct the activities of the organization to the individual attention of each user. The service delivery process is ongoing and needs to be constantly monitored. Greater public awareness would encourage clients to use social business services more often. |
