| Abstract [eng] |
The master's thesis analyzes the assessment of customer service quality in the division of the Migration Department of the Republic of Lithuania. Structure: introduction, three parts, conclusions, recommendations, appendices. The Migration Department, which is responsible for implementing Lithuania's migration policy, reports to the Ministry of the Interior and provides administrative services with certain specifics. When providing services, it is especially important to assess the quality of customer service from the point of view of the service recipient and the provider, as the variety of services and their delivery methods, customer volumes and their expectations are growing. In order to find out how service quality assessment can be applied in a territorial subdivision of a public sector institution, service quality assessment models, experience of neighbouring countries and involvement of a territorial subdivision of the Migration Department of the Republic of Lithuania in customer service quality assessment were analyzed. After choosing the CAMP method, the possibilities of its application in the territorial unit were investigated. A qualitative research strategy was chosen for the research, and qualitative approaches were used to implement it. Content analysis of scientific literature, documents and other sources was applied. Strategic documents and legal acts of the European Union, the Republic of Lithuania, the Migration Department, and the content of the websites of neighboring countries - Lithuania, Latvia, Estonia and Poland - providing information on migration services were analyzed. In researching the assessment of the quality of migration services in the Šiauliai branch of the Migration Department of the Republic of Lithuania, a partially structured interview was used, and the material collected during it was analyzed using categorization. The research revealed that the legal acts and documents of the European Union and the Republic of Lithuania updating the migration policy see the need to periodically assess the quality of services provided and the quality of customer service. The Migration Department is gradually becoming involved in centralized service quality assessment through customer surveys and the introduction of a Customer Service Standard. A partially structured interview revealed that the Customer Service Standard is used in the Šiauliai branch of the Migration Department. Information on complaints, feedback and problems shall be collected, discussed on the spot and communicated to the management of the central institution. Experience in neighbouring countries would be useful in assessing the quality of the migration services provided. By removing possible obstacles and adapting the CAMP method to the territorial unit of the Migration Department, it could be tried to apply it as an additional tool for assessing the quality of services, at the same time more actively involving employees in this process. |
