| Abstract [eng] |
Quality management of services and their delivery In the public sector is ensured in various ways: by defining the quality requirements of services in various documents, implementing quality management models, organizing the quality competitions and applying various other quality assurance means (Nakrošis, 2010). The application of such initiatives may be of a different scale - from the application of the trial projects to application of various quality management models and means, by implementing reforms, involving the whole the public sector. Public sector customer service is becoming more and more loudly disputed matter. The public sector is increasingly focused on the effectiveness, new forms of activity, a higher level of quality of public services and better performance. The aim of master thesisi - to investigate the quality management of customer service of JSC \"Lietuvos geležinkeliai\" department of Radviliškis region stations and provide possible areas of improvement for quality management of customer services, creating the plan of quality improvement for provided services.In order to achieve the aim, the following tasks are: to analyze the theoretical pecularities of quality management of customer services in the public sector; to analyze services by JSC \"Lietuvos geležinkeliai\" and their specificity; to describe factors which determine the quality of service; to perform analysis of customer service quality management system of freight directorate in Radviliškis region department of stations of JSC \"Lietuvos geležinkeliai\" and to define customer service quality improvement areas by forming the service quality improvement plan. The theoretical part of the work, in order to identify the quality of public sector management processes, analyzes the concept of quality management, , formation and implementation aspects of quality management from Lithuanian and foreign practice view. The main empirical results of the research reflect the opinions of customers, emploees of institution, directly working with the costmers, and heads of JSC \"Lietuvos geležinkeliai\" about the quality management of customer service in expression. The results of the research revealed the level of service quality of JSC \"Lietuvos geležinkeliai\" from customer point of view, highlighted the competencies of emploees, revealed the opinion of the heads to the aspect of quality management of emploees and customers. The conclusions and recommendations of the research provide quality improvement directions of customer services and formed plan for the quality improvement of the services. |
