| Abstract [eng] |
56 pages, 14 pictures, 21 charts, 59 references. The aim of the Master’s thesis – after analyzing the application of service quality assurance processes and models, and examining the problems of applying the service quality assessment model in the context of the sharing economy. Research methods used: analysis of scientific literature, meta-analysis of research services performed by other authors for quality management evaluation; semi-structured interview method, questionnaire survey method, Servqual method; deduction method for formulating hypotheses; statistical method of quantitative data processing SPSS program - correlation (established the relationship between service quality dimensions and satisfaction with sharing economic services, synthesis method (model summarized after summarizing the literature and the results of the author 's research). The master's thesis consists of four main parts: the first and second parts examine the scientific literature (principles of sharing economy and traditional economy and advantages and disadvantages of sharing economy in service quality, service quality assurance models and processes, and their application in the sharing economy, Airbnb service quality the third part presents the methodology of qualitative and quantitative research, the fourth part the analysis of the results of qualitative and quantitative research and the model of service quality assurance in the sharing economy based on the scientific literature and research results. The conclusions of the master's thesis briefly review the most important aspects of the literature analysis, the most important results of the author's research and, based on the obtained results, provide suggestions for improving the service quality assurance process in the sharing economy. |
