| Abstract [eng] |
The aim of this work – is to evaluate the significance of service quality criteria in the services provided to the users by the principles of sharing economy. The purpose of the work was raised and fulfilled four tasks: 1. After the analysis of different scientific sources, to summarize the concept of service quality. 2. After analyzing the scientific literature, to carry out an analysis of the principles and functioning models of the sharing economy. 3. After the empirical research, to evaluate the quality of services provided in selected sharing economy platforms. 4. To summarize and interpret the results of the research, to develop a model of the significance of sharing economy service quality for consumers. The following methods were used: comparative and systematic analysis of scientific literature, questionnaire, descriptive statistical analysis of data, method of synthesis. A statistical data processing program is used for the analysis of the study SPSS (Statistical Package for the Social Sciences): factor analysis, Cronbach’s alpha reliability test, Cochran Q test, T-test significance test. The data obtained during the study were processed and graphically represented using Microsoft Office Excel 2013. Work structure: introduction, three chapters, conclusions and suggestions, references, summary in Lithuanian and English. The first part of the paper consists of the scientific literature on the concept of service quality and its evaluation, the significance of services to the economy, and the characteristics and features of services. The second part consists of the theoretical aspects of the sharing economy, models of the sharing economy and their application, and the problems of service quality sharing in the economy. The third part of the thesis presents a study of service quality features in transport and clothing platforms in the context of sharing economy. Criteria for service quality are defined, research methodology and research results are presented. Conclusions and suggestions are given at the end of the master's thesis. Analyzing scientific literature revealed that the service industry is the engine of the economy, and with the rapid expansion of the service industry, research into the quality of services became particularly relevant. Four service features are also highlighted, with emphasis being placed on measuring quality of service to identify the strengths and weaknesses of the service provided. The master's thesis reveals the problems that the state faces when operating under the principle of the sharing economy. A quantitative survey was applied in the thesis. The aim of the study was to identify and evaluate the key features of service quality in the sharing economy platforms between the transport and clothing platform sectors. The results of the study allowed us to create a model of significance of service quality for consumers, which distinguished the most significant quality criteria for users in their shared economy services. |
