| Abstract [eng] |
SUMMARY 68 pages, 16 charts, 20 pictures, 93 references. The aim of the master's thesis is to create a customer service quality management model for an organization providing slow fashion services after analyzing the customer service quality of organizations operating in the slow fashion industry and its management tools. Working methods uses for the thesis: analysis of scientific literature, quantitative research - questionnaire survey, qualitative research - interview and synthesis analysis. The final work consists of an introduction and four main parts, conclusions and suggestions, bibliography and appendices. The first part of the work presents the concept of customer service quality in the slow fashion industry and theoretical aspects based on the analysis of Lithuanian and foreign literature. This section reviews the theoretical aspects and features of service and customer service quality in the slow fashion industry and service quality management models. The second part of the work presents the methodology of customer service quality improvement opportunities in the slow fashion industry. The third part presents an empirical study of customer service quality improvement in the slow fashion industry. The fourth part presents a model of fashion home customer service quality management in the slow fashion industry. The conclusions present summarized data obtained from the scientific literature and the results of the author's research. A quantitative study conducted using the SERVQUAL model revealed that the averages of women in the evaluation of the quality of fashion home services are significantly higher compared to men. Qualitative research has revealed that the quality of customer service in a fashion house is constantly assessed and there is constant feedback from customers. Deepening the knowledge of employees and assessing the quality of customer service has an important impact on the quality of customer service. It should be noted that the area of customer complaint management needs to be improved. Based on the obtained research results, a model of fashion house customer service quality management in the slow fashion industry was developed. |
